When Crelate displays an error, the details you capture at that moment decide whether the team can investigate it. This article explains what to copy, how to refresh your browser to load the latest version of Crelate, and what to send to Crelate Support if the error returns.
What to do when an error appears
Leave the Error window open and copy the Support Payload.
Take a screenshot of the Error window.
Clear your browser cache for all time, then test in an incognito window and in another browser.
Close all other Crelate tabs and complete an Empty Cache and Hard Reload.
If the error returns, start a chat with Support and send the details, including the results of your tests.
Copy the Support Payload
The Error window lists the technical details Support and Development use to diagnose an issue, including your browser, operating system, Crelate version, organization, and the time the error occurred. The Support Payload is the full version of those details.
In the Error window, find Support Payload.
Select Copy to Clipboard, or select Show to view it first.
Paste the payload into your message to Crelate Support.
If an Error ID appears at the bottom of the window, include it as well. Some errors do not display one, so copy the Support Payload even when the Error ID is blank.
💡 Pro Tip: Copy the Support Payload before you reload the page. The Error window closes when the page reloads, and the details are no longer available.
Rule out your browser
These three checks show whether the error is caused by something stored in your browser or by a browser setting. Try them in this order.
1. Clear your browser cookies and cache for all time
Copy the Support Payload and take your screenshots first. Clearing cookies signs you out of Crelate and other websites, so have your login ID and password ready, along with your two-factor authentication method if you use one.
Press Ctrl + Shift + Delete on Windows or Cmd + Shift + Delete on a Mac.
Set the Time range to All time.
Select Cookies and other site data.
Select Cached images and files.
Select Clear data.
Sign in to Crelate again and repeat the action that caused the error.
2. Test in another browser
Open Crelate in a different browser that is installed on your computer, such as Google Chrome, Microsoft Edge, or Firefox. Sign in and repeat the action that caused the error.
3. Try an incognito window
Open a private window in your browser and sign in to Crelate from there.
Chrome: Press Ctrl + Shift + N on Windows or Cmd + Shift + N on a Mac to open an incognito window.
Edge: Press Ctrl + Shift + N on Windows or Cmd + Shift + N on a Mac to open an InPrivate window.
Browser extensions are usually turned off in these windows, so an error that goes away there can point to an extension.
Make a note of the result of each check. If the error is gone in another browser or in an incognito window, tell Support. That detail narrows down the cause quickly.
Clearing cookies signs you out, so complete these checks after you have copied the Support Payload and taken your screenshots.
Try an Empty Cache and Hard Reload
An Empty Cache and Hard Reload makes your browser load the latest version of Crelate, which can resolve errors caused by an outdated cached version. Close all other tabs that have Crelate open, reopen Crelate, and then complete the steps for your computer. These steps are for Google Chrome and Microsoft Edge.
Windows
Open the page where you saw the error.
Press F12 to open Developer Tools.
Right-click the refresh button (↻) in your browser.
Select Empty Cache and Hard Reload.
Mac
The quickest option is a hard reload: press Cmd + Shift + R.
To empty the cache as well:
Press Cmd + Option + I to open Developer Tools.
Right-click the refresh button (↻) in your browser.
Select Empty Cache and Hard Reload.
After the page reloads, repeat the action that caused the error and check whether it still appears.
If the error returns, send Developer Tools screenshots
If you see the same error after a hard reload, screenshots from Developer Tools give Development the most to work with. You will send two: one of the full window, and one of the error response if the Network tab shows one.
Take a full-window screenshot
Open Developer Tools and select the Network tab at the top.
Make sure the Console is showing at the bottom. If it is not, press Esc.
With Developer Tools still open, repeat the action that caused the error.
Take a screenshot of the full window while the error is showing, so that the page, the Network tab, and the Console are all visible.
Check the Network tab for a failed request
In the Network tab, look for a line item shown in red. A failed request has a red circle with an X next to it.
Select that line item.
In the panel that opens, select the Response tab.
Take a screenshot that shows the red line item and the contents of the Response tab.
If no line item is red, you do not need this second screenshot. Send the full-window screenshot and the Support Payload.
💡 Pro Tip: Open Developer Tools before you repeat the action. The Network tab only records requests made while it is open, so an error that happened before you opened it will not appear.
What else to include
Add these details to your message if you can.
What you were doing when it appeared. For example, saving a Contact Record, creating a pipeline stage, or running a report.
The record involved, if the error happened on a specific Contact, Company, Opportunity, or Job. The web address of the page is helpful.
Whether it happens every time. Note whether the error repeats when you try the same action again.
The results of your browser checks. Note whether the error still appeared after you cleared your cookies and cache, in an incognito window, and in another browser, and which browsers you used.
The Error window already records the time of the error, so you do not need to note it separately when you include the Support Payload or a screenshot of the window.
How to send the details to Crelate Support
The fastest way to reach Support is to start a chat from inside Crelate.
Select the Help button in Crelate.
Start a chat with Support.
Paste the Support Payload into the chat and include the Error ID if one was shown.
Attach your screenshots and tell us what you were doing when the error appeared.
Sending everything in your first message lets Support pass it to Development without a follow-up.
If you are unable to open Crelate, you can also email your details and screenshots to support@crelate.com.
Why timing matters
Report an error as soon as it keeps happening. Server logs are generally retained for 15 days, so an error reported the same day is far more likely to be traceable than one reported weeks later.
Crelate cannot promise that the details behind a specific error will be located, but Support can ask Development to investigate when you provide the information above and the error is recent. If the error cannot be traced, Support will tell you plainly rather than leaving the question open.
Key takeaway
When an error appears, copy the Support Payload before you do anything else. Then clear your browser cookies and cache for all time, test in an incognito window and in another browser, and close your other Crelate tabs and complete an Empty Cache and Hard Reload. If the error returns, start a chat with Support from the Help button in Crelate and send the Support Payload, the Error Id if one is shown, the results of your browser checks, and a full-window screenshot with Developer Tools open to the Network tab and the Console, along with a screenshot of the Response tab for any failed request shown in red. Server logs are generally retained for 15 days, so recent errors are far more likely to be traceable. Crelate cannot promise that the details behind a specific error will be located, but Support can ask Development to investigate.