Troubleshooting

We make every effort to ensure that UXPin is as stable as possible, but even the best things can sometimes break. Before you reach out to our customer service, we suggest trying these solutions first. They may solve the problem right away.

Clear Your Browser's Cache

Clearing the browser’s cache will rule out the risk that it’s caused by some local problems.

Google Chrome

To clear cache in Google Chrome, first open the browser’s menu in the upper right corner by clicking the hamburger icon. Choose Settings from the menu. Open Advanced at the bottom of the menu to see more options, click Clear browsing data. Change the Time range drop-down to All time and click Clear data.

Mozilla Firefox

To clear cache in Firefox, click the menu button and choose Preferences. Select the Privacy & Security panel. In the Cookies and Site Data section, click Clear Data.

Safari

In Safari, go to the Safari tab in the menu bar. Choose the Preferences option there. In the Preferences menu select the last tab, Advanced, and activate the Show Develop menu in the menu bar. When you do that, you’ll instantly see the Develop menu in the bar. Open it and choose Empty Caches from the options.

Disable Plugins

We all know that plugins can be huge time savers. However, an incompatible one may be causing more problems than good, which is why it's best to run UXPin in the browser without any plugin, such as Adblock, etc. in the background.

Reset the Desktop App

You know the drill: Have you tried restarting it yet?, or at least that's what many IT folks say when something goes wrong. But sometimes hitting restart can actually fix an issue in the UXPin desktop app. If possible, make sure to save your work, then go to Help in the top menu and select Reset App Settings.

Check your Network Configuration

If you use a custom network configuration or your internet access is protected by a proxy/firewall, ensure that the list of domains and subdomains below is allowed. You might want to send this list to your network administrator or security department.

Main domains used by homepage, editor, dashboard, preview, real-time collaboration:

  • *.uxpin.com
  • api.uxpin.com
  • app.uxpin.com
  • files.uxpin.com
  • preview.uxpin.com
  • pubsub.uxpin.com
  • socket.uxpin.com
  • uc.uxpin.com
  • uc-fonts.uxpin.com
  • uxpin.com
  • www.uxpin.com

Content Delivery Networks domains used for serving images / CSS / JavaScript files that are an integral part of UXPin:

  • *.uxpincdn.com
  • api.uxpincdn.com
  • app.uxpincdn.com
  • preview.uxpincdn.com
  • www.uxpincdn.com

Uploaded content stored on Amazon S3

  • *.s3.amazonaws.com
  • s3.amazonaws.com

Rollbar (for collecting errors from the browser) and Socket.io (for real-time collaboration):

  • cdnjs.cloudflare.com
  • api.rollbar.com

Documentation:

  • *.prismic.io
  • uxpin.netlify.com

Custom fonts - integration with Adobe Typekit

  • *.adobe.com
  • *.adobe.io
  • *.adobelogin.com
  • *.services.adobe.com
  • static.adobelogin.com
  • *.typekit.net
  • use.typekit.net

Integrations with Google API (e.g. Google Fonts, ReCaptcha)

  • ajax.googleapis.com

Gravatar

  • *.gravatar.com

HubSpot forms (necessary when downloading content, e.g. ebooks, kits from uxpin.com/studio):

  • *.hs-scripts.com
  • *.hsforms.com
  • *.hsforms.net

Chat with Customer Support

  • *.intercom.io
  • *.intercomcdn.com

Kissmetrics (behavioral analytics)

  • *.kissmetrics.com

Content Delivery Network domains used by uxpin.com/studio

  • *.pcdn.co

Usability testing

  • *.tokbox.com
  • static.opentok.com
  • *.opentok.com
  • www.screencastify.com