Quick fixes
Try these steps first before diving into deeper troubleshooting:1
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.
2
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.
3
Check the Hoop status page
Visit the Hoop status page to see if there is an active outage or scheduled maintenance. If the platform is down, wait for the issue to be resolved.
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.
Clearing browser cache and cookies
If a hard refresh does not resolve the issue, clear your browser cache:1
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.
2
Select the correct options
Check Cached images and files and Cookies and other site data. Set the time range to All time.
3
Clear and reload
Click Clear data, then navigate back to Hoop and log in again. Clearing cookies will require you to re-authenticate.
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.1
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.
2
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.
3
Whitelist the Hoop domain
Once you identify the conflicting extension, add the Hoop domain to the extension’s whitelist or allowlist so it does not block platform resources.
Network issues
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
1
Update your mobile browser
Ensure your mobile browser is updated to the latest version. Outdated mobile browsers frequently cause rendering issues.
2
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.
3
Try the desktop version
If the mobile view is not loading, request the desktop site in your mobile browser. This can bypass mobile-specific rendering issues.
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.