Troubleshoot sign-in, stale screens and connection problems

01

1. Decide whether the issue affects one person or the whole shop

Ask another authorized user to open VMOTEK on a separate device or browser. If only one person is affected, focus on that browser session, network and role. If everyone is affected, record the time and affected URL, then check the public status or contact support. A shared outage and a single stale browser require different responses.

• Record the exact page, action, time, shop selection and visible message.
• Do not include passwords, access tokens, card numbers or customer secrets in screenshots.
• For payments, receiving and inventory adjustments, search the resulting record before retrying.

02

2. Verify the active company, shop and role

Read the company and shop at the top of VMOTEK. A valid page can appear empty when All shops, the wrong location or a restricted shop is selected. Confirm the signed-in user has the required role and location access. Owners can review Team and Roles & Permissions; a staff member should ask an administrator rather than borrowing another person's credentials.

03

3. Refresh without destroying useful evidence

First copy any unsaved notes to a safe temporary document. Refresh once. If the page remains stale, sign out normally, close VMOTEK tabs, reopen the application and sign in. Use a private browser window as a diagnostic comparison, not as the permanent fix. Clearing all browser data should be a last step because it removes saved session and shop preferences.

04

4. Interpret common browser and API symptoms

A 401 normally means the session is no longer authenticated; sign in again. A 403 means the identity is known but lacks permission or shop access. A 409 usually protects a business rule such as a duplicate part, conflicting update, over-return or credit-limit decision—read the message rather than retrying. A 500 means the server could not complete the request and support needs the correlation evidence. A request marked pending or queued is not proof that an email, SMS, payment or provider operation completed.

05

5. Check the local connection and browser

Confirm another public website loads, disable an interfering VPN or content blocker temporarily when company policy permits, and test the supported current version of Chrome, Edge or Safari. Corporate firewalls must allow the VMOTEK application and API domains plus configured provider callbacks. Keep the browser clock and operating-system time automatic because large clock drift can break secure sessions.

06

6. Escalate with a useful diagnostic package

If the issue remains, use the support diagnostic checklist. Include business impact, reproducible steps, expected and actual results, sanitized screenshot, timestamp with time zone, browser/version, company, active shop, document number and whether another user reproduced it. Support can investigate far faster with this evidence than with a message that only says the page is broken.