If you are experiencing problems loading or using the data room, your first step should be to run a quick diagnostic check using the Troubleshooting tab.
Located within the Help center inside your project, this built-in tool is designed to identify and resolve network or system issues that may be affecting the Ideals platform performance. Basically, it runs a series of tests between your internet connection and our servers, and it finds out if anything is interfering. It helps you and your IT team diagnose problems in just a few clicks, saving time and effort.
Key Features
The troubleshooting tool performs a comprehensive system check to help you resolve issues independently. Its capabilities include:
Diagnostic Checks: Automatically tests your connection towards our servers and system compliance. This is helpful if you encounter errors viewing, uploading, or downloading documents while using our platform.
Cache & Cookies: Provides an option to clear cache and cookies directly to resolve the majority of loading glitches, such as the file viewer not opening or seeing the Ideals logo without finishing loading.
Error Detection: Identifies specific connection errors or access blocks towards our platform (firewalls, proxies, security systems) that might affect your user experience.
Status Indicators: specific checks for upload, download, and viewing functionalities.
Log Export: Generates diagnostic reports that can be exported for technical support for our engineers.
When to Use the Troubleshooting Tool
The VDR Troubleshooting tool is optimized to assist with specific friction points. We recommend running a check if you encounter any of the following scenarios:
Viewing Issues
Run the tool if you experience difficulties viewing documents in the online viewer, such as:
A spinning logo or blank page when attempting to open a file.
A "Something went wrong" error message within the viewer or any part of the interface.
Any other technical error preventing a file from displaying correctly.
Uploading Issues
Use the tool to diagnose interruptions during the file upload process, including:
General file upload failures.
"Something went wrong" error messages appearing specifically during upload attempts.
Downloading Issues
General errors or failures when attempting to download files or archives from the data room.
"Something went wrong" error messages appearing specifically during download attempts.
Our built-in troubleshooting tool quickly checks for network and system issues that may affect the Ideals platform performance. It’s designed to help you and your IT team identify problems and resolve them in just a few clicks – saving you time and effort.
Run a diagnostic
Go to the top right of your project and click the Help icon
Click on the Troubleshooting tab
Select Run diagnostic
Wait a few seconds while the system checks your connection and setup
The diagnostic may detect issues such as:
A server being unavailable
Problems downloading test files (PDF, DOCX, XLSX, ZIP, encrypted PDF)
WebSocket connection errors
If no issues are found, you’ll see a confirmation that everything is working correctly.
If issues are found
When a problem is detected, you’ll see details listed in red. You can:
Copy error details to share with your IT team or our Support team.
Clear site-specific cache if the issue is related to stored browser data.
Contact your project administrator if the error requires escalation.
Clear site-specific cache
Clearing your cache can fix certain loading issues. It gives you a fresh start, ensuring nothing gets in the way of using our application smoothly.
When you select Clear site-specific cache, you’ll be signed out of the data room.
Log back in afterwards to continue working.
💡 When clearing the app’s cache, only our app's cache will be cleared, and we won't erase all browser cookies
Download a diagnostic report
When the diagnostic tool finds an error, an option to Download report appears.
The report is saved as a .JSON file containing the detected issues.
You can share this file with the Ideals Support team to help them investigate faster.
To download:
Run the diagnostic in the Troubleshooting tab.
If errors are detected, click Download report.
Send the downloaded
.jsonfile to Support along with a description of the issue.
💡 If no errors are found, the download option won’t be available
Get support
If you’re unable to resolve the issue yourself:
Start a Chat with us now session (average response time: 30 sec).
In your conversation with the Ideals AI Helper, simply request to speak to a person at any time.
One of our experienced support agents will join the conversation to review your case, analyze the information you've provided, and provide further assistance.
Call your regional support line listed in the Help Center.
More information, head to How to get help from our support team.