If you are experiencing any difficulties accessing or using the Trip Publisher (encountering a blank screen, buttons not selecting correctly, images not loading, etc.), there are ways of troubleshooting on your own.

While our Customer Success Team is always here to help, you can try some of these quick troubleshooting methods on your own first.

Tip #1

Hard Refresh

One of the quickest ways to troubleshoot a problem with the Trip Publisher is to do a hard refresh on your browser. If Umapped has recently fixed some bugs or added a new feature to the platform, a hard refresh should do the trick.

  • Chrome, Firefox, or Edge for Windows: Press Ctrl+F5 (or try Shift+F5 or Ctrl+Shift+R)

  • Chrome or Firefox for Mac: Press Shift+Command+R

Tip #2

Clear your Cache and Cookies

Another easy way to remedy any loading or formatting issues is to clear your cache and cookies. The exact steps will depend on your browser, so below we'll demonstrate how to clear your cache and cookies using Google Chrome.

  1. On your computer, open Chrome.
  2. At the top right, click More (three ellipses).
  3. Click More tools > Clear browsing data.
  4. At the top, choose a time range. To delete everything, select All time.
  5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.
  6. Click Clear data.

Tip #3

Open an Incognito Window

Or try another browser entirely! Opening an incognito window or switching your browser (using Firefox instead of Chrome, for instance) will help your determine whether the issue you're experience is a Umapped problem or a browser problem. 

  • If you're using another browser, we always recommend trying out Google Chrome, as the Trip Publisher is optimized for Chrome. That being said, if you only use Chrome, try Edge or Firefox!

Tip #4

Update your Browser

Did you know browsers need updating as well? Most of the time, browsers should update on their own, but if you want to double check, there's still a way for you to manually update your browser. Below we'll demonstrate how to update Google Chrome.

  1. On your computer, open Chrome.
  2. At the top right, click More (three ellipses).
  3. Click Help and then About Google Chrome.
  4. Click Update Google Chrome.
    • Important: If you can't find this button, you're on the latest version.
  5. Click Relaunch.

For any problems that persist even after trying the above tips, please contact our Customer Success Team at support@umapped.com.