System and browser requirements

Recommended

Here are the system and browser requirements for the Document360 Knowledge base portal to function efficiently on your device.

NOTE

You can access the Document360 Knowledge base portal and site on your web browser, even if you are using earlier or less recent versions of the hardware and software mentioned below. However, the advanced features of our platform may not perform as quickly or efficiently.

Operating System and Hardware

Ensure your computer is installed with one of the following operating systems:

Web browser requirements

Document360 works well on the latest versions of these web browsers, as mentioned below.

Browser features

Depending on the browser of your choice, you must ensure the following browser attribute conditions are met.

• JavaScript must be enabled.

  Limited access is provided when not enabled.

• Cookies must be enabled.

• Session Storage must be enabled.

• Local Storage must be enabled.

• IndexedDB must be enabled.

• HTTPS - TLS v1.2 or higher.

Support and feedback

If you face any difficulty in working with Document360 using any of the requirements mentioned above, or if there are issues that are not previously specified, you can always write to us at support@document360.com.

Troubleshooting

If you encounter any issues while logging in to the Knowledge base portal, refer to the following common errors and their solutions:

reCAPTCHA Error: “Having trouble?”

Error: When attempting to log in, users may encounter the error message "Having trouble?" while interacting with the reCAPTCHA verification. This issue can occur due to browser restrictions, VPN interference, or network-related blocks preventing reCAPTCHA from loading correctly.

Steps to resolve:

Follow these steps to resolve the issue:

1. Try accessing the site in a different browser. If the site loads successfully in another browser, deactivate any browser extensions in the affected browser and try again.

2. If you are using a VPN, disconnect it and attempt to log in again.

If the issue persists after following the above steps, follow the below steps:

• Generate a HAR file by following these steps.

• Take a screenshot of any console errors that appear.

• Contact support@document360.com with the HAR file and screenshots for further investigation.

Access blocked: “Sorry, you have been blocked” / “You are unable to access us.document360.io”

Error: When attempting to access us.document360.io, you may receive an error message stating "Sorry, you have been blocked" or "You are unable to access us.document360.io", along with a Cloudflare Ray ID: 8dbb32d07fb2e4d4. This error indicates that access to the site has been restricted due to network, browser, or security-related issues.

Steps to resolve:

Follow these steps to resolve the issue:

1. Check if the site is accessible using a different browser, network, or computer.

   • If the site is accessible in another browser, provide the browser name and version of both working and non-working browsers.

   • If the site is accessible on a different computer, provide the operating system name and version of both devices.

   • If the site is accessible on a different network, provide details about the network setup and the IP address from which the error occurs.

2. Generate a HAR file by following these steps.

3. Take a screenshot of any console errors that appear.

4. Contact support@document360.com with the HAR file, screenshots, and the details collected in Step 1 for further investigation.

Login issue: Knowledge base portal keeps loading

Error: You are unable to log in to the knowledge base portal because the login page keeps loading indefinitely. This issue may occur due to your browser cache, extensions interfering with the login process, or incorrect system time settings.

Steps to resolve:

To resolve this issue,

1. Clear your browser cache and cookies. If the issue persists, check whether it affects all team accounts or only specific users. Use the following steps to clear your cache:

   • Google Chrome: Menu (3 dots) > Settings > Privacy and security > Clear browsing data

   • Mozilla Firefox: Menu (3 lines) > Settings > Privacy & Security > Clear Data

   • Microsoft Edge: Menu (3 dots) > Settings > Privacy, search, and services > Choose what to clear

   • Safari (Mac): Safari > Preferences > Privacy > Manage Website Data > Remove All

   • Safari (iPhone/iPad): Settings > Safari > Clear History and Website Data

   • Opera: Menu > Settings > Advanced > Privacy & Security > Clear browsing data

2. Try accessing the portal in an incognito or private browser window. Some browser extensions may be blocking the login page or affecting loading times.

3. Inspect the page to check for loading time issues:

   • Right-click on the page and select Inspect.

   • Check the console for error messages and monitor loading times.

   • If you see an invalid login persisting for a long time, your system’s time settings may be incorrect.

4. Make sure your system time zone is set correctly. An incorrect system clock or time zone mismatch can cause login failures. Update your system time zone to match your region.

5. If the issue still persists, capture diagnostic data:

   • Generate a HAR file by following these steps.

   • Share the HAR file with support@document360.com for further troubleshooting.