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Start by identifying whether the problem is signing in, loading data, or completing a particular action. A page that appears loaded can still contain an unsaved draft or a failed request.

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Protect unsaved work first

Before refreshing, signing out, clearing site data, or closing a tab, copy any accessible unsent text to a safe location approved by your organization. Do not copy customer information into a public document or an unrelated AI tool. Do not assume every editor restores drafts, attachments, or selections after a reload or expired session. An attachment preview is not proof that a file was uploaded or a message delivered.

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The page keeps loading or shows a network error

  1. Check that your connection works and that you are on app.protodesk.io.
  2. Note the affected page and any displayed error. Use the page’s Retry or Try again control if available.
  3. Once unsaved work is protected, reload the page once.
  4. If the problem persists, try a current browser version or another browser to see whether the problem is specific to your browser. Sign in to the same account and check the same workspace.
Browser extensions, popup rules, or organization network policies can affect access. Check whether they report blocking the page or sign-in popup. Do not disable security protections globally; ask your administrator to help with approved site-specific settings if needed. Clearing site data can sign you out and remove browser-local preferences or drafts. It should not be the first troubleshooting step.

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Protodesk says “Session expired”

Select Sign in again, then use the same email/password or Google account you normally use. After signing in, check your workspace and return to the affected page. A temporary connection failure is not necessarily an expired session. If no session-expired message is shown, first check the network and retry the affected page. Repeated sign-in does not fix a service outage or a missing workspace role.

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Google sign-in does not finish

Select Continue with Google and complete the sign-in popup with the intended account. Check whether the browser blocked the popup or whether you closed it before finishing. Use a site-specific popup permission if your browser requires it. If Google itself rejects the account, follow Google’s recovery instructions. If Google sign-in finishes but Protodesk still fails to load, record the resulting error and contact support. Do not send the popup’s complete callback URL or authentication codes.

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The wrong workspace opens or a page is unavailable

Check the workspace switcher and the account shown in your account menu. Ask the workspace owner or administrator to confirm your membership and role. A successful login does not give access to every workspace, and a missing feature or denied action is not always a browser problem. If you joined through an invitation, make sure you used the invited address. Ask for a new invitation when the existing one is expired or mismatched.

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A save or send stopped midway

After recovering access, inspect the current state before trying again. A request can complete even when its response fails to reach your browser. Repeating an action without checking can create duplicate work. For a message, inspect the conversation and any delivery/error indicator before resending. For an article or setting, reopen the item and check what was saved. If the result is still unclear, give support the time and action instead of retrying repeatedly.

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What to include when contacting support

  • The affected page path, without reset, invitation, authorization, or other private URL parameters.
  • The visible error text and the approximate time, including timezone.
  • Your browser/version, operating system, and whether another browser behaves differently.
  • The action you attempted, the expected result, and the result you saw.
  • A cropped, redacted screenshot if it helps explain the problem.
Do not include passwords, session cookies, access tokens, API keys, reset or verification links, customer message bodies, or unredacted network logs. If support needs additional diagnostics, ask for the specific information and an approved sharing method.