> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What to do if a page won't load

> Troubleshoot and resolve page loading issues in the HoopAI platform, including blank screens, timeouts, and error messages.

If a page in the HoopAI platform fails to load, displays a blank screen, or shows an error message, follow the steps below to diagnose and resolve the issue.

***

## Quick checks

Before diving into advanced troubleshooting, verify these common causes first:

<Steps>
  <Step title="Check your internet connection">
    Open a new tab and visit any external website (for example, `google.com`). If other sites also fail to load, the issue is with your internet connection rather than Hoop.
  </Step>

  <Step title="Try a hard refresh">
    Press `Ctrl + Shift + R` (Windows/Linux) or `Cmd + Shift + R` (macOS) to force-reload the page without using cached files.
  </Step>

  <Step title="Clear your browser cache">
    Cached files can cause loading failures. See [How to clear your browser cache](/troubleshooting/clear-browser-cache) for step-by-step instructions.
  </Step>

  <Step title="Try a different browser">
    Open the same page in a different browser (Chrome, Firefox, Edge, or Safari). If the page loads in another browser, the issue may be related to your primary browser's extensions or settings.
  </Step>
</Steps>

***

## Common causes and solutions

### Browser extensions

Ad blockers, privacy extensions, and VPN browser plugins can interfere with the HoopAI platform. Try loading the page in an incognito or private browsing window (which disables most extensions by default). If the page loads successfully, disable your extensions one at a time to identify the culprit.

### Outdated browser

Hoop requires a modern, up-to-date browser. Check that you are running the latest version of your browser:

| Browser | How to check                                                        |
| ------- | ------------------------------------------------------------------- |
| Chrome  | **Menu > Help > About Google Chrome**                               |
| Firefox | **Menu > Help > About Firefox**                                     |
| Edge    | **Menu > Help and feedback > About Microsoft Edge**                 |
| Safari  | Update via **System Settings > General > Software Update** on macOS |

### JavaScript disabled

The HoopAI platform requires JavaScript to function. If you have JavaScript disabled in your browser settings, re-enable it and reload the page.

### Firewall or network restrictions

Corporate firewalls or network security policies may block access to certain Hoop domains. If you are on a corporate or school network, contact your IT administrator to verify that the platform domains are not blocked.

<Info>
  If you are using a VPN, try disconnecting and accessing the page directly. Some VPN configurations can interfere with platform connectivity.
</Info>

***

## Check the Hoop status page

If the page is still not loading after completing all the steps above, the issue may be on the platform side. Check the Hoop status page to see if there is an ongoing incident or scheduled maintenance affecting the service.

***

## When to contact support

Contact Hoop support if:

* The page does not load in any browser or device
* You see a specific error code (include it in your support request)
* The issue persists after clearing your cache, trying incognito mode, and verifying your internet connection
* The status page does not show any ongoing incidents

<Warning>
  When contacting support, include the following details: the URL of the page that won't load, your browser name and version, your operating system, any error messages or codes displayed, and screenshots of the issue.
</Warning>