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Reporting Website Issues

Clearing Cache and Cookies

If you encounter an issue with the website not loading properly, the first step is to clear your browser’s cache and cookies. These are small pieces of data that can sometimes cause display errors on websites you visit frequently. You can read about how to clear your web browser’s cache and cookies here. 

Information to Include

If the problem persists, it is time to report the issue to customer support. Before reporting an issue, documenting as much specific information as possible is crucial to help our team identify the proper solution more quickly.  

If you encounter a technical issue on our website, please provide specific details, such as:

  • A detailed description of the issue
  • The affected page
  • Relevant kit or GAP username information (and/or the specific project)
  • An outline of the actions you were performing when you experienced the issue, including steps for how we can reproduce the issue
  • The browser and device you were using when the issue occurred
  • Screenshots or recordings, if you are able to send them

Taking Screenshots

Screenshots of the site as you see it when the problem occurred are often the best resource for us to identify the exact problem. You can learn how to take a screenshot here.

The most effective screenshots include the Console tab of the Developer tool sidebar. This is not nearly as daunting as it may sound. Once you open it, simply include it in the screenshot you take of the webpage.

NOTE: The Developer Tools sidebar will default to the Elements tab. It is essential to switch to the Console Tab before taking your screenshot. 

Opening Developer Tools

These keyboard shortcuts work on almost every Chromium-based browser such as Chrome, Edge, and Brave:

  • Windows/Linux - Simultaneously press Ctrl + Shift + J on your keyboard
    • This opens the Console directly.
  • macOS - Simultaneously press Cmd + Option + J on your keyboard
    • This opens the Console directly.
  • General DevTools - F12 (on Windows) usually opens the full suite
    • you can then click the Console tab

If these do not work, please check the section on your specific browser below:

Google Chrome

  1. Simultaneously press Ctrl + Shift + I (Windows) or Cmd + Option + I (Mac) on your keyboard
  2. Click the Console tab at the top of the sidebar panel that appears

or

  1. Click the three vertical dots (⋮) in the top-right corner 
  2. Click More Tools
  3. Click Developer Tools
  4. Click the Console tab at the top of the sidebar panel that appears

Mozilla Firefox

  1. Simultaneously press Ctrl + Shift + K (Windows) or Cmd + Option + K (Mac) on your keyboard
  2. Click the Console tab at the top of the sidebar panel that appears

or

  1. Right-click anywhere on a page and select Inspect. 
  2. Click the Console tab at the top of the sidebar that appears

or

  1. Click the three horizontal lines (≡)
  2. Click More Tools
  3. Click Web Developer Tools
  4. Click the Console tab at the top of the sidebar that appears

Safari (macOS)

  1. Open Safari and go to Settings (or Cmd + ,).
  2. Click the Advanced tab.
  3. Checkmark the Show features for web developers button or Show Develop menu button in the menu bar.
  4. Click Develop in the top menu bar
  5. Click Show JavaScript Console

Or

  1. Simultaneously press Cmd + Option + C on your keyboard

Microsoft Edge

  1. Simultaneously press Ctrl + Shift + I or F12 on your keyboard
  2. Click the Console tab at the top of the sidebar panel that appears

Note: Edge often asks if you "meant to open DevTools" the first time you hit F12. You can tell it to stop asking so that it opens instantly in the future.
 

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