Some issues in Crelate can be fixed in a few minutes without contacting Support. This article covers the most common ones, what causes each, and how to fix it. If you see an error window with an Error Id or a Support Payload, follow What to Do If You See an Error in Crelate instead.
Why do I see an “Unable to connect to server” pop-up when I send a text?
This pop-up usually appears when Crelate is open in several browser tabs, or when tabs have been left open and inactive for a long time. Texting relies on a steady connection between your browser and Crelate, and extra or idle tabs can interrupt it. Your texts may still send after a short delay, but the pop-up will keep appearing until the connection is reset.
Close all open Crelate tabs.
Clear your browser’s cache and cookies, choosing All time as the time range. For steps, see Clearing your cache & updating Google Chrome.
Open Crelate in a single tab.
Complete a hard refresh. In Chrome or Edge on Windows, press F12, right-click the refresh button, and select Empty Cache and Hard Reload. On a Mac, press Cmd + Shift + R.
💡 Pro Tip: Keep Crelate open in one tab while you send texts. This helps prevent the pop-up from returning.
Why do I see “Board does not exist” when I open a workflow?
This error means a workflow tried to open a saved view that was deleted or is no longer available to you. Each workflow, such as Recruiting, Business Development, or Sales, remembers the last view you opened. If that view was deleted, Crelate shows Board does not exist and the page stays blank. Your Opportunities and data are not affected.
Select OK to close the error.
Open the main page for your workflow:
Recruiting: https://app.crelate.com/go#home/workflows
Business Development: https://app.crelate.com/go#home/busdev
Bookmark the link if you would like a quick way back in the future.
💡 Pro Tip: Before you delete a saved view, switch to a different view in that workflow first. Crelate then remembers a view that still exists.
Why does a page keep loading, or an action never finish?
When a page keeps loading or an action, such as saving, never finishes and no error message appears, the cause is usually old cached data in your browser. A hard refresh clears it.
Close any extra Crelate tabs.
Complete a hard refresh. In Chrome or Edge on Windows, press F12, right-click the refresh button, and select Empty Cache and Hard Reload. On a Mac, press Cmd + Shift + R.
If it still does not finish, try an incognito or private window, or a different browser.
If the action works in an incognito window or a different browser, clear your browser’s cache and cookies for All time and try again in your usual browser.
Why can I not see a feature, tab, or option?
When a feature, tab, or option does not appear for you at all, it is usually not included in your plan, not turned on for your organization, or not allowed by your user role. It is rarely a problem with Crelate itself.
Check your plan. Some features, such as eSignature, are included only in certain plans. See Compare Crelate plans.
Check whether it is turned on. Some features must be turned on by an Admin in Settings. For example, the Business Development workflow appears only when its Opportunity type is active.
Check your user role. An Admin can review what your role can access. See User Roles.
💡 Pro Tip: If a teammate can see the feature and you cannot, the difference is almost always your user role.
Why is Crelate not working as expected during scheduled maintenance?
Crelate performs scheduled maintenance outside regular business hours. During scheduled maintenance, performance may be intermittent, and some pages or features may not load as expected. This is temporary and does not affect your data. If something is not working as expected outside business hours, wait a short time and then refresh the page.
Why do I see a “too many requests” message, or why am I blocked from opening Crelate?
This message means requests from your network have been temporarily limited, and the Support team needs your network’s public IP address to investigate.
Search “what is my IP” in your browser to find your public IP address.
Send that address to Support.
💡 Pro Tip: An address that starts with 10. or 192.168. is your internal network address, not your public one. Support needs the public address.
Why can I not see or open a document, such as a resume?
What you see tells you the cause. If the document appears on the Contact’s Documents tab but does not open, preview, or shows as blank, the cause is usually your browser or a browser extension. If the document does not appear at all, the cause depends on whether you are an Admin.
If the document appears but does not open or preview
Open the document in an incognito or private window.
If it opens there, turn off your browser extensions, such as ad blockers or PDF viewers, one at a time to find the one blocking it.
If it still does not open, try a different browser.
If you are an Admin and the document does not appear
Admins have access to all document types, so a missing document is not caused by your role. The document may not be attached to that Contact. If you expected it to be there, contact Support with the Contact name.
If you are not an Admin and the document does not appear
Users who are not Admins may not have access to every document type. When a role does not have access, those documents do not appear at all, and the Documents tab may show “This record does not have any attached documents” even when documents are attached. Ask your Admin to check your access:
Go to Settings.
Under Security, select User Roles.
Open the user’s role.
Under Document Types, confirm the document type, such as Resume, is set to Full. If it is set to None, users with that role cannot see those documents.
💡 Pro Tip: Ask a teammate with a different role to check the same Contact. If they see documents that you do not, the cause is your user role.
What to share if it still does not work
If none of the steps above resolve the issue, contact Support and include:
A screenshot of the issue or message. For steps, see How to Take and Share a Screenshot.
Which page or feature you were using, and what you were trying to do.
The steps you already tried from this article.
The browser you are using.
Whether teammates see the same issue.
Key takeaway
Many common issues in Crelate can be fixed without contacting Support. For texting pop-ups and pages that keep loading, close extra tabs and complete a hard refresh. For “Board does not exist,” open your workflow’s main page link. For a missing feature, check your plan, settings, and user role. If an error window shows an Error Id or Support Payload, follow What to Do If You See an Error in Crelate instead.