Troubleshooting Common Issues

Written By Team BugSmash

Last updated About 1 month ago

Even well-designed systems can hit snags. This guide covers the most common issues users face in BugSmash and how to resolve them quickly.

Login & Access Issues

Problem	Why it happens	Solution
Can't log in	Wrong credentials or SSO mismatch	Reset your password or sign in using the same SSO provider (Google, Microsoft, etc.) used during signup.
Account locked	Too many failed login attempts	Wait 10 minutes before trying again or contact BugSmash Support.
Workspace not found	Logged in with a different email address	Log out and sign in with the email associated with your workspace.
Can't access a project	The project is private or you've been removed from it	Ask the project owner to confirm your access. If the project is Private, sign in using the same email address that received the invitation.

Example

A user signs up with Google but later tries logging in with an email and password. They must continue using Google Sign-In.

Problem	Why it happens	Solution
Guest can't comment	Guest commenting is disabled	Ask the project owner to enable guest commenting in the project settings.
Guest can't comment without logging in	Allow no-login guest comments is disabled	Guests must sign in before they can comment.
Guest can't access the review	The project is private	The guest must log in using the invited email address.
Guest can't edit or delete their comment	The edit window has expired	Anonymous guests can only edit or delete their own comments for 24 hours. After that, only the project owner can make changes.

Problem	Why it happens	Solution
Can't find a comment	You're viewing a different project version	Switch between project versions and check if the comment exists there.
Comments appear in the wrong place	Significant changes have been made to the website's DOM or page structure	Open the comment thread and refer to the automatic screenshot attached to the comment to identify its original location.
Pins moved or disappeared	The website layout has changed significantly	Use the backup screenshot attached to each comment as a reference.
Latest changes aren't visible	New uploads can take up to 1 hour to appear or your browser is showing cached content	Wait up to one hour. If the changes still aren't visible, perform a hard refresh and ensure you're viewing the latest project version. If the issue persists, contact BugSmash Support.

Example

QA is reviewing Version 2, but all comments were left on Version 1. Switching to the correct version immediately displays the missing comments.

Problem	Why it happens	Solution
Website isn't loading correctly	Your firewall, server, or Cloudflare is blocking BugSmash's proxy	Go to Workspace Settings → IP Addresses, copy the BugSmash IP addresses, and whitelist them in your firewall or Cloudflare configuration.
Website still shows old content	Browser cache	Perform a hard refresh or clear your browser cache.
Website review looks outdated	Cached project version	Make sure you're opening the latest version of the project.

Hard Refresh

Windows

macOS

Problem	Why it happens	Solution
Upload fails or gets stuck	Large file size or unstable internet connection	Compress the file and upload it again using a stable internet connection.
Video file won't upload	The video exceeds the upload size limit	Compress the video before uploading or upload it as an Unlisted YouTube video and create a YouTube project using the link.

Tips

Problem	Why it happens	Solution
Dashboard isn't loading	Cached browser files or temporary browser issue	Perform a hard refresh. If the issue continues, contact support with your browser name, version, operating system, and a screenshot or screen recording.
UI appears broken or misaligned	Browser cache or temporary rendering issue	Refresh the page. If the issue persists, perform a hard refresh and let our support team know your browser and screen size.

Problem	Why it happens	Solution
Not receiving email notifications	Notifications are grouped and sent approximately every 15 minutes	Wait up to 15 minutes. Then check your Spam/Junk folder, and whitelist BugSmash with your email provider if necessary.
Guest isn't receiving reply notifications	Guest hasn't signed in	Invite them as a Guest Reviewer and ask them to sign in using the invited email address.

Tip

If notifications still don't arrive after completing the above steps, please contact BugSmash Support.

Problem	Why it happens	Solution
Integration isn't syncing	The integration was disconnected, or the authentication expired	Reconnect the integration from Workspace Settings → Integrations.
Changes don't appear immediately	Sync isn't instant	Changes from BugSmash typically appear in integrated tools within 6 minutes.
Assignee isn't syncing	User Mapping hasn't been configured	Go to Workspace Settings → Integrations → User Mapping and map your BugSmash users to the corresponding users in your integrated tool.

If the above doesn't help, we're always happy to assist.

Please include:

Providing these details helps us investigate and resolve the issue much faster.