When something in NexerIQ doesn't work the way you expect — a page won't load, a button does nothing, or you're stuck on a spinning loading icon — the fastest way to get it fixed is to send our support team a few details from your web browser. Don't worry if you've never opened these tools before: this guide walks you through it step by step, and you only need to follow the parts that apply.

1. The quick facts to include

Before anything technical, a short description gets us most of the way there. Please tell us:

• What you were doing — the page or screen you were on, and the steps you took.
• What you expected versus what actually happened (for example, "the page kept loading and never opened").
• The web address (URL) shown in your browser's address bar when it happened.
• The date and time — including your time zone — so we can find the matching entry in our logs.
• Your sign-in email and company name, so we can locate your account.
• Your browser and device — for example "Chrome on Windows 11" or "Safari on Mac".

2. Try this first

These quick steps fix many issues on their own — and if they don't, knowing which one you tried still helps us narrow it down:

1. Hard refresh the page: press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac). This reloads the page from scratch and clears a stale session.
2. Open NexerIQ in a private / incognito window — a fresh window with no saved data.
3. Try a different browser (for example Chrome instead of Safari).

Tell us which of these you tried and whether any of them made a difference.

3. Open your browser's developer tools

The developer tools show what's happening behind the page. To open them:

• Chrome, Edge, or Firefox: press F12, or Ctrl + Shift + I (Windows) / Cmd + Option + I (Mac).
• Safari: turn the tools on once first — open Safari → Settings → Advanced and tick "Show features for web developers" — then press Cmd + Option + I.

A panel opens at the side or bottom of the window. You'll use two tabs in it: Console and Network.

4. Capture the Console (error messages)

1. Click the Console tab in the developer tools.
2. Go back to NexerIQ and reproduce the problem — do the thing that failed.
3. Take a screenshot of anything shown in red; those are error messages. Include the whole panel.

5. Capture the Network activity

1. Click the Network tab, then tick "Preserve log" so nothing is cleared when the page reloads.
2. Reproduce the problem again with this tab open.
3. Look for rows shown in red, or with a status of 4xx or 5xx, and take a screenshot.
4. If support asks for more, right-click the list and choose "Save all as HAR", then send us that file. A HAR file can contain account details, so only share it with our support team — never post it publicly.

6. A short screen recording (ideal)

If you can, a screen recording of the problem happening is the single most useful thing to send. On Windows use Xbox Game Bar (Win + G); on Mac press Cmd + Shift + 5; on a phone use the built-in screen recorder. A 15–30 second clip is plenty.

How to send it to us

Reply to your existing support conversation, or contact our team through the Help menu in NexerIQ, and attach your notes, screenshots, and recording. The more of the above you can include, the faster we can pinpoint and fix the issue.

Tip: never include your password in screenshots or recordings — our support team will never ask for it.