KashFlow proudly boasts over a 99% uptime, if you’re having problems accessing KashFlow just follow these steps;
Step 1 – Check our service status
We announce any problems with speed or service on our Twitter page as soon as possible, generally this happens the second we confirm a problem, we also keep customers updated and posted on the problem and resolution. The link for our Twitter page is http://www.twitter.com/KashFlow – if everything is looking good there then proceed to step two.
Step 2 – Clearing your temporary Internet files
This step usually solves 90% of any accessibility problems. Temporary internet files are files stored on your computer that help webpage’s you’ve previously visited load faster. Occasionally they can cause problems with websites loading. Just click which browser your using from the list below;
- In Internet Explorer, click the ‘cog’ icon in the top right hand corner.
- Select ‘Internet Options’
- In the ‘General Tab’ you’ll see a section half way down labelled ‘Browsing History’, click the ‘Delete…’ button
- Tick the check boxes for ‘Temporary Internet Files’ and ‘Cookies’ (pictured right)
- Click the ‘Delete’ button
- Restart Internet Explorer
- In FireFox click the ‘Open Menu’ (3 horizontal lined icon) button from the right of the menu bar
- Click ‘Options’
- ‘Privacy’ tab
- ‘Clear your recent history’ link
- From the drop down menu select ‘Everything’
- Under ‘Details’, ensure Cookies and Cache are ticked
- Click ‘Clear Now’
- Restart Firefox
- In Chrome, click the ‘Customise and control Google Chrome’ icon (3 horizontal lined icon)
- Click ‘History’ from the list
- Click the ‘Clear Browsing Data’ button
- Select the ‘obliterate the following items from’ to ‘the beginning of time’
- Select the check-boxes for ‘Cached images and files’ and ‘Cookies and other site and plug-in data’
- Click the ‘Clear browsing data’ button
- Restart Chrome
Safari (on Mac)
- When in Safari, click the cog wheel icon on the top right menu bar
- Select Reset Safari from the drop-down.
- Select ‘Cache’ and ‘Cookies’ from the list
- Click the Reset button.
- Exit and re-launch the Safari
Step 3 – Trying another browser
To double check that it’s not a browser issue we always ask that you try and log in using a different internet browser, this way we can completely rule out anything to do with that. Two browsers that you can try are Mozilla Firefox and Google Chrome – just click on those links to download.
If you can’t replicate the problem on the other internet browser then it seems the problem is local to that. If you’re still having trouble even in the different browser try moving on to step 4.
Step 4 – Testing if it’s just you.
To double check that it’s not just you facing the problems click here to be taken to Down For Everyone Or Just Me – this will check the website http://securedwebapp.com – this is the domain name where KashFlow’s systems is located.
If that advises up then it’s likely a problem with your internet connection or computer. If that says down then it’s likely we have a problem and will need your help by moving on to step 5!
Step 5 – Getting your details and contacting support
If you’re still having trouble just drop the friendly folks on support an e-mail at firstname.lastname@example.org and be sure to include the following details;
- Your KashFlow username
- Copy and paste the details from http://www.thismachine.info
- Confirmation that you’ve tried clearing your temporary internet files
- Confirmation that the problem happens in another browser
- Any other relevant details such as when the problem started