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Troubleshooting general platform issues

If a page won't save, loads slowly, or shows a blank screen, clearing your browser cache and cookies resolves most issues. Here's how, plus what to try next.

About this article

A stale browser cache or cookie is the most common cause of pages in Medallion that glitch, won't save, or show an error your colleagues don't see. Trying the steps below first resolves most of these issues in a couple of minutes.

🌟 These steps cover Google Chrome and Microsoft Edge. If you use a different browser, look for the equivalent "Clear browsing data" option in its settings.

When to use this guide

Try these steps if:

  • A field, checkbox, or form won't save, or reverts after appearing to save

  • A checkbox stays greyed out, or keeps showing as incomplete after you've signed or completed it

  • A page shows a blank or white screen where content should be

  • Medallion is loading slowly, or a specific page spins or hangs

  • An invite, password reset, or login attempt fails or won't go through

  • The issue affects only you, and not your colleagues at your organization

Experiencing general slowness?

A quick first check is to look at how many browser tabs you have open, if it's a lot (10+) close any unused tabs and refresh Medallion. If that doesn't resolve the issue, proceed with steps below.

Step 2: Clear your cache and cookies

Google Chrome

  1. Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac) to open Clear browsing data. You can also get there from the three dots (⋮) in the top right, then Delete browsing data.

  2. Set the time range to All time.

  3. Check Cookies and other site data and Cached images and files.

  4. Click Delete data.

  5. Fully close and reopen Chrome, then sign back in to Medallion and try again.

Microsoft Edge

  1. Press Ctrl+Shift+Delete to open Delete browsing data. You can also get there from the three dots (⋯) in the top right, then Delete browsing data.

  2. Set the time range to All time.

  3. Check Cookies and other site data and Cached images and files.

  4. Click Clear now.

  5. Fully close and reopen Edge, then sign back in to Medallion and try again.

‼️ Clearing cookies signs you out of other websites as well as Medallion, so have your passwords handy before you start.

Step 3: If clearing your cache doesn't help

  1. Try the same action in a private browsing window — Incognito in Chrome or InPrivate in Edge (Ctrl+Shift+N in both).

  2. Try the same action in a different browser. Switching between Edge and Chrome resolves some issues, particularly accepting an invite or setting your password for the first time.

Still having trouble?

If you've cleared your cache, tried a private window, and tried another browser and the issue continues, we're happy to help. Email help@medallion.co or start a conversation from the help widget in Medallion.

To help us resolve it quickly, include:

  • What you were trying to do, and the page you were on

  • The browser you're using

  • A screenshot of any error message you saw

  • Whether your colleagues see the same issue

🌟 Having trouble signing in specifically? See Logging into Medallion for password, Google, and SSO steps.

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