If you are experiencing a frozen screen, pages not loading, or other performance issues on the CyberVadis platform, follow the steps below in order. Most issues can be resolved quickly without needing to contact our support team.
Step 1: check your internet connection
Make sure you have a stable internet connection before proceeding. If your connection is unstable or has dropped, the platform may not load correctly. Try refreshing the page once your connection is confirmed as stable.
Step 2: check your browser
Ensure you are using the latest version of one of our supported browsers:
Google Chrome
Mozilla Firefox
Microsoft Edge
Safari
If you are using an unsupported browser or an outdated version, update your browser or switch to one of the options above and try again. Also check whether any browser extensions or ad blockers are active, these can sometimes interfere with platform functionality. Try disabling them temporarily and reloading the page.
Step 3: clear your browser cache and cookies
If you are using a supported browser and the issue persists:
On Windows: press Ctrl+F5 to force-reload the page and clear the cache
On Mac: press Cmd+Shift+R to force-reload the page and clear the cache
If the issue still persists after the force-reload, clear your browser's cookies and cached images via your browser settings and try again.
Step 4: try a different browser
If the issue continues after clearing your cache, try accessing the platform using a different supported browser. If the platform loads correctly in a different browser, the issue is likely specific to your original browser's configuration.
Step 5: contact support with diagnostic information
If none of the above steps resolve the issue, contact our Customer Experience Team at support@cybervadis.com. To help us investigate quickly, please include the following in your email:
Your company name and the email address associated with your account
The browser and version you are using
A brief description of what you were doing when the issue occurred
A screenshot of the Console tab: press F12 (Windows) or Cmd+Option+J (Mac) to open developer tools, select the Console tab, and take a screenshot
A screenshot of the Network tab: press F12 (Windows) or Cmd+Option+J (Mac), select the Network tab, and take a second screenshot
These two screenshots give our team the diagnostic information needed to identify and resolve the issue as quickly as possible.