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Reach Not Loading?

Troubleshoot issues when Reach Reporting is not loading properly

If you're experiencing issues with Reach Reporting not loading, there are several troubleshooting steps you can take to resolve the problem. This article will guide you through the most common solutions.

Use the Latest Version of Google Chrome

Reach Reporting works best with the latest version of Google Chrome. Please ensure your browser is up to date:

  1. Open Google Chrome
  2. Click the three dots ⋮ in the top right corner
  3. Go to Help > About Google Chrome
  4. Chrome will automatically check for updates and install them if available
  5. Restart your browser after updating

Clear Your Browser's Cache and Cookies

Cookies and cache files can sometimes cause loading issues. Clearing them often resolves the problem.

How to Clear Cache & Cookies in Google Chrome:

  1. Open your Google Chrome browser
  2. On your browser toolbar, click the three dots ⋮ in the top right, then select Settings
  3. Navigate to Privacy and security > Delete browsing data
  4. In the Delete browsing data box, ensure the checkboxes for Cookies and other site data and Cached images and files are checked
  5. Click the drop-down next to time ranges and select All time to delete everything
  6. Click Delete from this device

⚠️ Important Note: After clearing cookies, website settings (like usernames and passwords) will be deleted, so be sure to have those stored in a safe place before clearing your cookies.

How to Clear Only Reach Reporting Specific Cookies:

If you prefer to retain information from other websites, you can clear only Reach-specific cookies:

  1. Open Google Chrome and navigate to Reach Reporting (app.reachreporting.com)
  2. Click on the lock icon (or information icon) to the left of the address bar
  3. Click on Cookies and site data
  4. Click Manage on-device site data
  5. Click the trash bin icon next to any Reach Reporting-related URLs (reachreporting.com, app.reachreporting.com, etc.)
  6. Click Done, then reload your page

Check on a Different Device or Network

To determine if the issue is specific to your current setup:

  • Try accessing Reach Reporting on a different device (computer, tablet, etc.)
  • Connect to a different network (switch from Wi-Fi to mobile data, or try a different Wi-Fi network)

If Reach loads successfully on another device or network, the issue may be related to your original device or network connection.

Try Duplicating the Report

If a specific report is not loading:

  1. Navigate to the reports home page
  2. Find the report that's having issues
  3. Click the gear icon in the upper-right corner of the report thumbnail
  4. Select Duplicate
  5. Try opening the duplicated report to see if it loads successfully

Additional Troubleshooting Steps

If the above steps don't resolve the issue, try the following:

  • Hold Shift and Refresh: Hold down the Shift key on your keyboard and click the refresh button in your browser. This forces a hard refresh of the page.
  • Try Incognito/Private Mode: Open Reach in an incognito or private browsing window to see if browser extensions are causing the issue.
  • Check Browser Extensions: Disable browser extensions temporarily to see if any are interfering with Reach.
  • Restart Your Computer: Sometimes a simple restart can resolve loading issues.

Still Having Issues?

If you've tried all the steps above and Reach is still not loading, please contact our support team. When reaching out, please include:

  • A description of what you're experiencing
  • Screenshots of any error messages
  • The browser and version you're using
  • Whether the issue occurs on multiple devices or networks

You can contact support by:

  • Using the chat feature in the bottom right corner of the Reach website
  • Emailing support@reachreporting.com

Our support team is here to help you get back up and running as quickly as possible!

 

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We are dedicated to helping you.

- Need Additional Help?

Your success is important to us.

Whether you're working as a CFO of a business or part of an accounting firm, Reach Reporting is here to improve your working knowledge of reporting and provide service tips and skills to ensure you're at the top of your game. 

We make sure that you have access to staff members who are best suited to help you. We work together to resolve issues and create memorable moments that empower you to enhance your reporting skills.

We are here to listen to you. We understand that using new technology can be frustrating, so we can answer questions or jump on a quick Zoom call. Our entire staff has an in-depth knowledge of Reach Reporting and can quickly direct you to best practices to improve your reporting. 

We are focused on providing solutions that save you time and increase your value. We continue to improve each day and look forward to visiting with you. Your communication with us is vital and appreciated. 

Please feel free to chat with us by clicking the help chat bubble in the lower right-hand corner of this page.

Reach out to your Reach Reporting Rep and schedule a Zoom meeting by clicking the meeting link in their email signature.

Or schedule to join our ongoing webinars.

Reach Reporting is dedicated to helping provide a knowledge base that is easy to understand and informative. If you still have questions that have not been answered, please let us know by emailing support@reachreporting.com, chatting with our support team, or calling us at (877) 467-7637. We are here to ensure that you have a positive experience with Reach Reporting, as we want to continue to be the reporting solution you trust. 

Need more access to Reach Reporting Resources?

Reach Reporting has a wealth of knowledge and a robust online community to support you as you create reports that provide powerful insight. Please look into the following resources.

Reach Reporting Blog: We add blogs to our site every month to give you great information in a fun and friendly manner.

Case Studies: We interview one company per month to help our clients highlight how they are using Reach Reporting and how it is improving their services and firm offerings. These case studies are invaluable to our community.

Knowledge Center: From simple to complicated, we provide step-by-step guidance to utilize every aspect of Reach Reporting in our robust knowledge center.

Video Tutorials: We know watching is sometimes easier than reading, which is why all of our tutorials are video-based in the video tutorial section of Reach Reporting and Youtube.

Social Networks: Join us on FaceBook, LinkedIn, Youtube, and Twitter.

Monthly Newsletter: Go to the footer of reachreporting.com and sign up to receive the Reach Reporting newsletters delivered directly to your inbox. Our newsletters cover tips and tricks, current events in accounting, strategies to improve your advisory services, and much more.

We look forward to helping you build insightful reports,

The Reach Reporting Team.