If you're experiencing difficulties with Archive - whether it's connecting accounts, downloading assets, uploading CSV files, or encountering unexpected error messages - there are several common causes that can interfere with the platform's functionality. Follow these troubleshooting steps to resolve most issues you may encounter.
Common Issues and Solutions
1. VPN Services
Issue: Using a VPN can interfere with Archive's functionality, causing problems with account connections, asset downloads, file uploads, and general platform performance.
Solution:
Disconnect from your VPN service temporarily while using Archive
Complete your tasks while using your regular internet connection
You can re-enable your VPN after finishing your work in Archive
2. Ad Blockers
Issue: Ad blocking extensions or software can prevent Archive from loading properly, block essential scripts, and interfere with file uploads, downloads, and platform features.
Solution:
Temporarily disable your ad blocker while using Archive
Add Archive's domain to your ad blocker's whitelist for future sessions
Common ad blockers include uBlock Origin, AdBlock Plus, and built-in browser ad blockers
3. Browser Cache and Cookies
Issue: Outdated cache data or corrupted cookies can cause various issues including login problems, internal errors, failed uploads, and unexpected error messages.
Solution:
Clear your browser's cache and cookies completely
Close and restart your browser after clearing data
Try accessing Archive again with a fresh browser session
Additional Troubleshooting Steps
If the above solutions don't resolve your issues, try these additional steps:
Use an incognito/private browsing window to eliminate any browser extension interference
Try a different browser to rule out browser-specific issues
Check your internet connection stability - unstable connections can cause uploads and downloads to fail
Ensure you have sufficient storage space on your device for downloads
Verify file formats and sizes meet Archive's requirements when uploading
Refresh the page if you encounter internal error messages
Log out and log back in to refresh your session
When to Contact Support
If you've tried all the troubleshooting steps above and are still experiencing issues, please contact our support team with the following information:
What specific action you were trying to perform (connecting accounts, downloading assets, uploading files, etc.)
Your browser type and version
Any error messages you're receiving (take a screenshot if possible)
Steps you've already attempted
Our support team is available to help you resolve any persistent issues and get Archive working smoothly for you.