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:

#

Operating system requirements

1

Windows 7.0 or higher

2

OSX Mavericks or higher

3

Linux

4

Android 5.0 or higher

5

iOS 12.0 or higher

#

Hardware requirements

1

2 core CPU or higher

2

4 GB RAM or higher


Web browser requirements

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

#

Supported web browsers

Knowledge base portal

Knowledge base site 1.0

Knowledge base site 2.0

1

Google Chrome version 91.0.4472 or higher

Yes

Yes

Yes

2

Firefox version 79.0 or higher

Yes

Yes

Yes

3

Safari version 13.1.2 or higher

Yes

Yes

Yes

4

Microsoft Edge version 88 or higher

Yes

Yes

Yes

5

Internet Explorer version 11

No

No

No

Other web browsers

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 disabled.

  • 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.

Login form displaying an error message from Cloudflare regarding login issues.

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, disable 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.

Document360 console interface displaying support articles and troubleshooting options for users.

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.

Access denied message indicating a block by Cloudflare with a Ray ID.

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.

Document360 console interface displaying support articles and troubleshooting options for users.

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:


FAQs

Can I download the Document360 desktop application?

Document360 is available only as a web application, which can be accessed using web browsers on desktop and laptop devices.

Can I access the Knowledge base portal on smartphones and tablets?

Yes, the Knowledge base portal can be accessed via a web browser on both computers and mobile devices (smartphones and tablets).

However, for the best user experience, it is not recommended to use a web-view workaround in the mobile browser to access the portal.

How do I clear the Document360 project cache?

Clearing the cache helps resolve display or functionality issues caused by old, cached data. To clear your project’s cache in Document360, follow these steps:

  1. Navigate to the specific location in the Knowledge base portal where you need to clear the cache.

  2. You can open the developer tools:

    1. On Windows: Press Ctrl+Shift+I.

    2. On macOS: Press Cmd+Shift+I.

  3. Right-click and hold the refresh button.

  4. Select Empty Cache and Hard Reload from the menu.

Why am I unable to log in to my Document360 account? The callback URL is not working.

This issue may occur due to an intermittent cache issue or an incorrect system time setting on your device. If your system's internal clock is not synchronized with your time zone or region, it can cause login failures, including issues with the callback URL (portal.document360.io/callback).

Steps to resolve:

  • Clear your browser cache and cookies, then try logging in again.

  • Verify your system time settings and ensure they are correctly synchronized with your time zone.

Webpage displaying a loading document360 icon and a highlighted URL in the address bar.