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Quick fixes
Try these steps first before diving into deeper troubleshooting:Hard refresh the page
Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to perform a hard refresh. This bypasses the browser cache and reloads all assets from the server.
Try a different browser
Open Hoop in a different browser (Chrome, Firefox, or Edge). If the page loads correctly, the issue is specific to your original browser.
Browser compatibility
Hoop supports the latest two major versions of Chrome, Firefox, Edge, and Safari. Older browsers or unsupported browsers (such as Internet Explorer) may not render the platform correctly.
| Browser | Minimum version | Notes |
|---|---|---|
| Google Chrome | Latest - 2 | Recommended browser for best performance |
| Mozilla Firefox | Latest - 2 | Fully supported |
| Microsoft Edge | Latest - 2 | Chromium-based versions only |
| Safari | Latest - 2 | Some features may render slightly differently |
| Internet Explorer | Not supported | Will not load the platform |
Clearing browser cache and cookies
If a hard refresh does not resolve the issue, clear your browser cache:Open browser settings
In Chrome, click the three-dot menu > Settings > Privacy and Security > Clear browsing data. In other browsers, find the equivalent setting under privacy or history.
Select the correct options
Check Cached images and files and Cookies and other site data. Set the time range to All time.
Browser extension conflicts
Extensions such as ad blockers, privacy tools, and VPN extensions can interfere with Hoop by blocking scripts, API calls, or authentication requests.Test in incognito or private mode
Open an incognito window (Ctrl + Shift + N in Chrome) and navigate to Hoop. Incognito mode disables most extensions by default. If the page loads correctly, an extension is the cause.
Identify the conflicting extension
Disable your extensions one at a time and reload Hoop after each. Common culprits include uBlock Origin, Privacy Badger, Ghostery, and VPN browser extensions.
Network issues
| Symptom | Likely cause | Fix |
|---|---|---|
| Page loads very slowly | Slow internet connection | Test your connection speed and try a wired connection if on Wi-Fi |
| Page loads partially then stops | Firewall or proxy blocking requests | Ask your network admin to whitelist the Hoop domain and its API endpoints |
| Intermittent loading failures | Unstable connection | Switch networks or restart your router |
| Platform inaccessible on corporate network | Network policy restrictions | Contact your IT department to allow access to Hoop URLs |
If you are behind a corporate firewall or VPN, Hoop requires access to its primary domain and API subdomains. Provide your IT team with the Hoop domain list from your account settings.
Mobile browser issues
Update your mobile browser
Ensure your mobile browser is updated to the latest version. Outdated mobile browsers frequently cause rendering issues.
Clear mobile browser data
On iOS Safari, go to Settings > Safari > Clear History and Website Data. On Android Chrome, go to Settings > Privacy > Clear Browsing Data.
FAQs
Why do I see a blank white screen when I log in?
Why do I see a blank white screen when I log in?
A white screen usually means a JavaScript file failed to load. Try a hard refresh, clear your cache, or test in incognito mode. If the issue persists across browsers, contact Hoop support.
The platform loads but specific sections are broken. What should I do?
The platform loads but specific sections are broken. What should I do?
If only certain sections fail to load, the issue may be related to your account permissions or a temporary backend problem. Check with your account admin to confirm your role has access to that section, and try again later.
Does Hoop support browser auto-fill and password managers?
Does Hoop support browser auto-fill and password managers?
Yes, Hoop works with most password managers. However, some auto-fill extensions can interfere with form fields inside the platform. If you experience input issues, try disabling auto-fill for the Hoop domain.