> ## 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.

# Resolving screen loading issues

> Fix HoopAI platform pages that won't load, display white screens, or show infinite loading spinners due to browser, cache, extension, or network problems.

When the HoopAI platform is not loading correctly — showing a white screen, infinite spinner, or partially rendered page — the issue is usually related to your browser, cached data, or network connection. This guide walks you through the most common loading problems and how to fix them.

***

## Quick fixes

Try these steps first before diving into deeper troubleshooting:

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

***

## Browser compatibility

<Note>
  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.
</Note>

| 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:

<Steps>
  <Step title="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.
  </Step>

  <Step title="Select the correct options">
    Check **Cached images and files** and **Cookies and other site data**. Set the time range to **All time**.
  </Step>

  <Step title="Clear and reload">
    Click **Clear data**, then navigate back to Hoop and log in again. Clearing cookies will require you to re-authenticate.
  </Step>
</Steps>

<Warning>
  Clearing cookies will log you out of all websites in that browser. If you want to clear only Hoop data, use your browser's site-specific settings to clear data for the Hoop domain only.
</Warning>

***

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

***

## 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                   |

<Info>
  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.
</Info>

***

## Mobile browser issues

<Steps>
  <Step title="Update your mobile browser">
    Ensure your mobile browser is updated to the latest version. Outdated mobile browsers frequently cause rendering issues.
  </Step>

  <Step title="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**.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Tip>
  For the best mobile experience, use the Hoop mobile app instead of a mobile browser. The app is optimized for mobile devices and avoids many browser-related issues.
</Tip>

***

## FAQs

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>