Troubleshooting Common Issues

Below, you will find some common troubleshooting steps that can be completed prior to contacting support@civikit.com for assistance:

Issue:

You’ve made changes to a page or other piece of content, but the changes to the page are not appearing.

Troubleshooting Options:

  1. Refresh the page.
    • Windows: Press Ctrl + F5. If that doesn’t work, hold down Ctrl and click the “Refresh” icon.
    • Mac: Press ⌘ Command + ⇧ Shift + R. In Safari, you can also hold ⇧ Shift and click the “Refresh” icon.
  2. Confirm that the content is Published, and not set as a Draft.
  3. Try looking at the page in a different browser from the one you normally use, for example, if you typically use Chrome, try looking at the page in Firefox. If you can see your changes in Firefox, then Chrome is showing you a cached version of the page – clearing your browser cache and cookies will resolve this issue.
  4. Clear your browser cache and cookies.
    • Google Chrome: Go to the three-dot menu at the upper-right of Chrome to select Settings > Advanced > Privacy and security > Clear browsing data or History > History > Clear browsing data or More tools > Clear browsing data.
    • Edge and Internet Explorer: Go to the three-dot menu in select Settings > Privacy & Security; in the fly-out menu, click the button under Clear browsing data that reads “Choose what to clear.” Here you can get rid of browsing history, cookies, cached data, stored form data, saved tabs, media licenses, website permissions, and stored passwords.
    • Safari: Click Clear History in the History menu. Then in the pop-up, pick a timeframe for how far back you want to erase. This not only deletes the browser history, however—it also removes cookies and cache.
    • Firefox: Go to the ‘hamburger’ menu and section Options > Privacy & Security. 

Issue:

You’ve added a new or existing page to the menu, but the page is not showing up in the menu.

Troubleshooting Options:

  1. If you’ve added a new menu item, and it isn’t displaying, this is likely related to the menu cache – please contact support@civikit.com, so one of our team members can clear the site’s menu cache.

Issue:

You receive a ‘page not found’ error when clicking on an attachment link, or link to the webform results in an e-mail notification.

Troubleshooting Options:

  1. Files uploaded by users to webforms are uploaded to the website’s private file system, therefore in order to access these, you must be logged into the website, and have the appropriate user role, in order for links within webform submission e-mails to display correctly.