My module won’t load or I’m seeing a blank screen

On the rare occasion the Pixaera app opens to a blank white screen, a module starts but the video never plays, or the interactive elements of the module are not responding, this guide will help you fix it.

This guide covers:

• Browser requirements
• Steps to resolve a blank screen, videos not playing or interactive elements not responding
• When to contact support

Before you start: check your browser

Pixaera works best on Google Chrome or Microsoft Edge. If you’re using Safari, Firefox, or Internet Explorer, switch to Chrome or Edge and try again - this resolves the issue in most cases.

Step 1: Try a hard refresh

Sometimes your browser loads a cached version of the app that causes a blank screen.

• On your keyboard, press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to force a full reload.
• Wait 30 seconds for the page to fully load.
• If the screen is still blank, move to Step 2.

Step 2: Open a private / incognito window

Browser extensions and saved data can sometimes block Pixaera from loading.

• In Chrome, press Ctrl + Shift + N (Windows) or Cmd + Shift + N (Mac) to open an incognito window.
• In Edge, press Ctrl + Shift + N for an InPrivate window.
• Go to app.pixaera.com and log in again.
• If the module loads normally, the issue is caused by a browser extension or cached data - clear your browser cache (Step 3).

Step 3: Clear your Pixaera cache

• In Chrome follow this guide; or Edge follow this guide to clear the cache for the Pixaera site. 
• Close and reopen your browser, then try Pixaera again.
• If these options are locked down, please speak to your IT for help.

Step 4: Check your internet connection

Pixaera modules stream video, so a stable internet connection is required.

• Open a new browser tab and go to speedtest.net.
• Run a speed test.
• Check against this page to see if your download speed is fast enough.
• If your connection is not suitable, please try an alternative network to see if the issue is resolved
• If you are still having issues, please get in touch with us

Step 5: Check for a firewall or VPN block

If you’re on a corporate network, your company’s firewall or VPN may be blocking the Pixaera video stream. Try the following:

• Connect to a guest network or mobile hotspot.
• If Pixaera works okay, there may be an issue with your corporate network or company firewall blocking the Pixaera video stream. 
• Get in touch with help@pixaera.com or through the Chatbot in the application.

Still not working?

Contact help@pixaera.com and include: the module name, a screenshot of what you see, your browser name and version, and your speedtest.net result.

Your browser and network logs can help the team diagnose the problem quickly. See Obtaining Browser and Network Logs for instructions.