Troubleshooting a Slow or Stuck Screen

Troubleshooting · Updated 2026-10-25

Symptom: the loader spins forever or the page stays blank

Likely causes, ranked:

1. The request failed or the session ended. Refresh the page (F5). If you land on the portal, log in again and reopen the property (Open a property in SunPMS).
2. Weak internet or a proxy. Test another site. Try another network.
3. Stale browser files after an update. Hard refresh (Ctrl+F5) or clear the cache for the site.
4. A very large data range, for example a report over a year, or a rate screen for many room types. Narrow it (Reports).
5. Background work after the night audit (re-sending inventory, reports). Wait a few minutes (Night audit).
6. A server problem. Ask whether other users or other properties are slow too; escalate if everyone is.

Symptom: "Something went wrong!. Please contact support team with Error ID:..."

The server hit an unexpected failure. Copy the Error ID and the time. Retry once; if it repeats, escalate with the Error ID (How to troubleshoot). Messages "Procedure failed." and "Something wrong, Please try again." also come from the server; the cause is only in the server log.

Symptom: sent back to the portal or "Unauthorized"

The session cookie expired or is blocked, the portal and PMS run on different domains, or the IP White List blocks you ("Your IP is not allowed to access this property", see IP whitelist). Log in again; enable cookies.

Symptom: error box shows only part of a message, or no message

Symptom: a screen shows the wrong state after another user changed data

Refresh. Settings pages save the whole property record at once, so reload before saving ("Save writes every setting of the property at once") (Rental Setting).

Symptom: a screen is empty

Possible: CRS not enabled ("Why is this screen empty? CRS is not enabled." in Policy), no data for the filters, or missing privilege. See Button or menu missing.

Symptom: dashboard date cannot be changed

Symptom: Batch Folio or another screen throws on open

Batch Folio used to fail when the status bar was missing; fixed 2026-10-17. If a screen still fails to render, reload and use the individual folio (Batch folio).

Symptom: Guest Ledger search does not restore the list when cleared

Symptom: a Utility menu link opens a blank page

Room Owner Payment and Monthly Owner Statement are not yet available in this version (Room owner payment).

Symptom: unexpected logout when pressing Cancel at sign-out

Checks to run (quick list)

1. Refresh, then log out and in.
2. Private window, other browser.
3. Another user, another folio.
4. Date range, filters.
5. The PMS date (status bar) and property name (top bar).

When to escalate

Slow for all users, repeating Error ID, pages that load blank in every browser. Give the time, route, user, browser and Error ID.

Tips and FAQ

• Q: I get sent back to the portal. A: The cookies expired or are blocked, or the apps are on different domains. Click the card again; if it repeats, tell support.
• Q: The creation looks stuck. A: Wait up to three minutes, then refresh the portal. If the card does not appear, contact support.