Troubleshoot a project that will not load
Check access and preserve evidence before refreshing or changing browser data.
Record what you see
Capture the exact error, time and time zone, and project identifier before refreshing. Note whether the page is blank, continuously loading, or explicitly denying access. These symptoms point to different causes. If another tab contains unsaved work, keep it open. Avoid clearing browser storage while a draft still needs recovery.
Make a narrow comparison
- Confirm the signed-in account and selected organization.
- Try opening the project from its project list rather than an old bookmark.
- Check whether another project in the same workspace opens.
- Check your connection and refresh the affected page once.
- If no unsaved work is at risk, compare in a current browser or a separate clean browser session.
A project missing from one account does not necessarily mean it was deleted. Membership changes, organization selection, and a stale link can all affect access.
Leave the project intact
Do not delete or recreate the project as a troubleshooting step. Preserve the original identifiers so support can investigate the failed operation and its history.
Send a focused report
Include the project and organization identifiers, browser version, exact error or request identifier, and whether other projects work. Redact screenshots to remove unrelated workspace details. Session cookies and authorization headers are not needed in a support ticket.
Include this guide and what you tried in your ticket so we can pick up from there.
Contact support