Isolating the Problem
To determine whether the issue is a system-wide problem or specific to your environment, check the four points below.- Test in an incognito window Log in using your browser’s incognito (private) mode and try the same operation. If the issue disappears, saved browser data or extensions are likely the cause.
- Disable all extensions (add-ons) Ad blockers (such as AdBlock), translation tools, and screen-capture tools can interfere with page behavior. Disable all extensions and check whether the issue persists.
- Set the browser zoom level to 100% A zoom level other than 100% (such as 90% or 110%) can sometimes cause click targets to misalign. Verify behavior at 100% zoom.
- Test in a different environment (browser, PC, or multiple users) Different browser: If you use Chrome, try Edge or Safari. Different PC: Check whether the same issue occurs on another computer.
How to Contact Support If the Issue Persists
If the issue is not resolved after trying the steps above, contact support and include the following information.Environment Information
- OS: (Windows / Mac)
- Browser: (Chrome / Edge / Safari)
- PC model name
- Peripheral devices in use: (external keyboard, mouse)
- Video or screenshot of the developer tools (Console)
How to Open Developer Tools (Console)
- On the screen where the issue occurs, open the developer tools. Press [Ctrl]+[Shift]+[J] on Windows or [Cmd]+[Option]+[J] on Mac. (Reference: Open panels with shortcuts (external site))
- Select the “Console” tab at the top of the developer tools panel.
- With the Console open, perform the action that triggers the issue. Then take a screenshot of any red error messages that appear.