General Issues

A page won’t load

Check your internet connection. Make sure you’re connected.
Reload the page. Press F5 (or Ctrl+R / Cmd+R on Mac).
Clear your browser cache. Outdated cached files can sometimes cause pages to fail.
Try a different browser. If the page loads in another browser, the issue may be browser-specific.
Check if others are affected. Ask a colleague if they’re having the same problem. If it’s firm-wide, contact AECPulse support.

Data isn’t refreshing or looks out of date

AECPulse loads data from the server. If data looks stale:

Reload the page — this fetches the latest data.
If a list or table doesn’t update after you make a change, reload the page.

A form won’t save

If you press Save and a message appears instead of the record being saved, the form still has fields that need attention. AECPulse outlines each of those fields in red:

Look for the boxes outlined in red — those are the ones to fix.
Fill in anything marked with a *, and correct anything entered in the wrong format, such as an email address or a phone number.
On longer pages, check any sections you haven’t opened — a box that needs attention inside a collapsed section counts too.
Press Save again.

An unexpected error appeared

If you see an error message on screen:

Note what you were doing when the error appeared.
Try the action again — sometimes a temporary server hiccup causes a one-off error.
If the error happens consistently, contact your firm’s AECPulse administrator and describe:
- What page you were on
- What action you took
- The exact error message (take a screenshot if possible)

Reading the error message

Most error messages tell you exactly what to fix:

A message listing specific fields means something you entered isn’t accepted — for example a date in the wrong order, a required box left empty, or a value that’s too long. Correct the named fields — and any box outlined in red — then save again.
“Your session has expired” means you’ve been signed out. Sign in again and repeat what you were doing. See Can’t sign in.
A message about something already existing means a record with those details is already saved. Note that spacing doesn’t make a name unique — “ACME Design” and ” ACME Design ” count as the same name, because extra spaces at the start and end are removed automatically when you save.
“An error has occurred, we are working hard to fix the issue” is the one message that isn’t specific. It means something went wrong on our side rather than with what you entered. Trying again usually works; if it doesn’t, report it to your administrator.

Reporting an error

Some error messages end with a long reference code. If you see one, include it when you report the problem — it lets support find the exact record of what went wrong.

The app is slow

Check your internet connection speed.
Close other browser tabs to free up memory.
Try a different browser or device.

Who to contact

For individual access issues: Contact your firm’s AECPulse administrator.

For system-wide issues or bugs: Your administrator can contact AECPulse support on behalf of your firm.