Companion Site Web App troubleshooting guide

Use this troubleshooting guide to resolve issues with the triConvey Companion Site eb App, which powers triConvey Billing.

Table of Contents

• Getting Started
• Replicate the issue in an incognito window
• Delete Smokeball Web App cookies
• Further troubleshooting

Getting Started

The triConvey Companion Site Web App runs best on Google Chrome. Using other browsers may cause performance and display issues.

Replicate the issue in an incognito window

Issues with data syncing or discrepancies in your billing may be caused by the cookies saved to your Google Chrome browser. Check if the issue fixes itself when logging in to the web app via an incognito window:

1.    In Google Chrome, select the three dots on the top-right corner of the browser.

2.    Click on New Incognito Window. Alternatively, press Ctrl+Shift+N on your keyboard.

3.    Open the triConvey Companion Site web app in the incognito window and log in with your details.

4.    Check if the data sync or discrepancies in billing figures have resolved themselves in the incognito window.

Delete Smokeball Web App cookies

If the triConvey Companion Site web app displays data correctly in the incognito window, then you will need to delete the Smokeball web cookies from your browser.

1.    In a regular Google Chrome browser, select the three dots on the top-right corner and then click Settings.

2.    Select Privacy and security from the left panel and then select Third-party cookies.

3.    Click on See all site data and permissions.

4.    Enter smokeball.com.au in the search bar. 

5.    Click on the smokeball.com.au entry and delete the entry for app.smokeball.com.au.

6.    Close and reopen Google Chrome. 

7.    Log back into the triConvey Companion Site web app and check if the issue has been resolved.

Further troubleshooting

If the issue persists after deleting Smokeball Web App cookies, try the following steps:

• Perform a hard refresh of Google Chrome by holding Ctrl+F5 with the web app open.
• Disable any third-party extensions such as ad-blockers. Do not disable any Smokeball Chrome extensions.
• Log out and log back into the web app.

As a last resort, contact triConvey Support to conduct further troubleshooting, such as gathering console logs and hardware information.