Getting server cannot be reached popup

[shilpa]

Hi Oxygen Team,

We are getting Server cannot be reached. Please reload the page. popup.
Work around is we need to delete cache several times to resolve this.
Please let us know when we get this message and what is the solution for it.

image.png

Thanks in advance!!

[cosminef]

Hello,

Do the users who encounter this pop-up happen to be using any browser extensions? For example, when this message appears, you can open Developer Tools in the browser (F12 in Google Chrome) and check the Console and/or Network tab to see why the request is being blocked.
If indeed a certain extension (such as an ad blocker) is blocking the request, you can temporarily disable it to see if the issue still occurs.

Best,
Cosmin

[cosminef]

Hello,

Eventually, if you can reproduce the error, please check the browser console or even the network tab in the Developer Tools to see if any errors appear.

Best,
Cosmin

[shilpa]

Hi Cosmin,

Yes we checked network tab and found username and password were empty.
FYI user has not restarted laptop for multiple days. Will it cause this issue?
if yes please let us know in detail.

Thanks & Regards
Shilpa.P

[cosminef]

Hello Shilpa,

To investigate the issue in detail, could you describe how to reproduce the error, what the user was trying to do, when the error occurred, etc.? It would also be helpful to obtain the HAR files during the reproduction of the error, which you can send to support@oxygenxml.com
with a reference to this forum post, along with any error (if it appears) from the browser console (Developer Tools) when the popup occurs.

Best,
Cosmin