This guide helps you troubleshoot an issue where the management portal or dashboard keeps loading indefinitely.
Follow the steps below to check common causes and determine whether the issue needs to be resolved by Cognexo’s development team
Issue description
Your management portal or dashboard does not finish loading:
- The problem may be related to the SSO link you are using, temporary delays in data production, or an SSO authentication issue.
- In some cases, the issue is caused by a temporary backend problem that must be resolved by the development team.
Users experiencing this issue may notice one or more of the following:
- The portal or dashboard stays on a loading screen for an extended period
- The page never fully opens after sign-in
- The dashboard appears blank or partially loaded
- The issue happens after logging in through SSO
Basic troubleshooting steps checklist:
- Confirm that you are accessing the portal through the correct SSO link
- Try signing out and signing in again using the approved Cognexo SSO login path.
- Check whether the issue is affecting only your account or multiple users
- Wait a few minutes and refresh the page in case there is a temporary data production delay
- Make sure your browser session is up to date and try again
Diagnostic tools/resources
Use the following resources to help identify the cause of the issue:
- Your organisation’s approved Cognexo SSO access link
- Browser refresh or private browsing mode
- Your internal IT or identity provider team, if you suspect an SSO problem
- Cognexo status or internal incident updates, if available
Advanced troubleshooting steps:
Step 1: Verify the SSO access link
Make sure you are using the correct SSO link provided for your organisation. Using an outdated or incorrect link can prevent the portal from loading properly. If you are unsure which link to use, contact your administrator or internal support team.
Step 2: Allow time for temporary data production delay
Sometimes the dashboard may load indefinitely because data is still being generated or synchronized. If this happens, wait a short period and try again. Temporary delays usually resolve on their own once data production is complete.
Step 3: Check for SSO issues
If the SSO login process is not completing correctly, the portal may not load after authentication. Try signing in again through the approved SSO flow. If the issue continues, your identity provider or SSO configuration may need to be reviewed by your IT team.
Step 4: Wait for the development team to resolve the issue
If the portal or dashboard still loads indefinitely after you have confirmed the correct SSO link and ruled out a temporary delay, the issue may require a fix from the Cognexo development team. In this case, please wait for the team to resolve the problem and monitor for updates.
If the issue persists, contact your internal support team or contact support@cognexo.com with the following details:
- The time the issue started
- The SSO link you used
- Any error messages or unusual behaviour
- Whether other users are affected