A host or a guest might see a blank or loading page when trying to access Zencastr. Or, the host or a guest sees the message “Zencastr Loading. Thank you for your patience.” for several minutes without any apparent progress. Use this article to help you troubleshoot.
What causes this issue
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:
The host or guest has a slow or unstable internet connection.
The 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.
The host or guest has browser security extensions installed that block Zencastr.
The host or guest has an ad or script blocker installed that blocks Zencastr.
The host or guest is connecting from a network that has strict security settings (e.g. a company, university, hotel) that blocks Zencastr.
Troubleshooting steps
The person encountering the issue, host or guest, should try the following troubleshooting steps in order.
Step one: check your computer and browser
Make sure you're accessing Zencastr from a computer and browser that meets 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.
If you're using using an iPhone or iPad, you'll need to download and use the Zencastr iOS app.
Step two: refresh the page
Step three: 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 after clearing cookies and cache. We recommend troubleshooting for any unfinalized tracks first, if possible.
Open Chrome.
At the top right, click the three-dot menu.
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.
Step four: 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.
Step five: Disable ad or script blockers
Some ad or script blockers can block Zencastr. Try temporarily disabling content blockers or ad blockers.
Step six: check if the network has strict security settings
If the host or guest is connecting from a company or educational space, they should reach out to their IT team to have them verify that Zencastr isn't blocked by a firewall or other security settings.
You can provide the IT team with this information.
Still having trouble?
If the error persists after trying the steps above, contact Zencastr Support via chat or email.