A host or a guest might see a blank or loading page when trying to access Zencastr.
In this article:
Issue
The host or a guest sees a blank/white screen when opening a Zencastr page.
Or, the host or a guest sees the message “Zencastr Loading. Thank you for your patience.” for several minutes without any apparent progress.
Causes
Zencastr is a large application and has system requirements in order to access it.
A blank page or page stuck on loading can happen when:
Host or guest has a slow or unstable internet connection.
Host or guest tries to access Zencastr from a computer or browser that doesn’t meet the system requirements or from an unsupported mobile device.
Host or guest has browser security extensions installed that block Zencastr.
Host or guest has an ad or script blocker installed that blocks Zencastr.
Host or guest is connecting from a network that has strict security settings (e.g. a company, university, hotel) that blocks Zencastr.
Troubleshooting
The person encountering the issue, host or guest, should try in this order:
1. Verify that Zencastr is being accessed from a computer (not a mobile device such as a tablet or smartphone) and browser that meets the Zencastr system requirements.
Use this link to check your current operating system and browser version and compare them to the Zencastr system requirements.
If you access Zencastr from a computer running an older operating system version (macOS version 10.13 or prior, or Windows version 8.1 or prior) and get a “your connection is not private” or “unusual and incorrect credentials” error, you will need to upgrade the computer’s OS version to be able to use Zencastr.
2. Refresh the page.
3. Clear the browser’s cookies and cache for Zencastr.
⚠️ If the host or guest has any unfinalized tracks for a previous recording, any backups of that person's files that exist in the local browser storage will be deleted upon clearing cookies and cache. It is recommended to do troubleshooting for any unfinalized tracks first, if possible.
Open Chrome.
At the top right, click the 3-dot menu icon.
Select Settings.
Under Privacy and security, click Cookies and other site data.
Click See all cookies and site data.
In the search bar, type Zencastr.
Next to zencastr.com click the trash can icon.
4. Disable browser security extensions.
In Chrome
Open Chrome.
At the top right, click the 3-dot menu icon.
Select More Tools.
Select Extensions.
On the extension, slide the toggle to the left.
5. Disable ad or script blockers.
6. If connecting from a company or educational space, reach out to your IT team to have them verify that Zencastr is not blocked by a firewall or other security settings.
You can provide the IT team with this information.
7. Contact Zencastr Support
If none of the above steps work, contact Zencastr Support via chat or email.