Before submitting a support ticket to Coalmarch, please take the following steps to troubleshoot issues:


  1. Confirm that you only have ONE window/tab open for Call Tracking Metrics.

    (Having multiple instances of CTM open can affect performance, so please make sure you only have one window open at a time)

  2. Confirm that you are using the latest version of Google Chrome.

    To make sure that you are using the latest version, go to Chrome → About Google Chrome (Mac;) Or click the 3 vertical dots in the top right corner, then go to Help → About Google Chrome; Or copy & paste this into your URL bar:
    chrome://settings/help

  3. Perform a "hard refresh" of your browser. 

    To do that, hold down the Control (PC)/Command (Mac) key + Shift + “R” key. 

  4. Restart your computer.

  5. Open CTM in an "incognito" window & see if the issue still persists.

    To do that, go to the 3 dots in the top right, then click "New Incognito Window".



    In the new window, log into Call Tracking Metrics and see if the issue continues to happen.

    If the issue DOES persist when in Incognito, continue with the rest of the troubleshooting steps and then submit a ticket for our team to investigate.

    If it DOES NOT happen when in Incognito, that is an indicator that a Chrome Extension is affecting CTM. We would recommend removing ALL of your Chrome Extensions, then re-adding them one by one to see which is interfering. To remove Chrome Extensions, you can go to the 3 dots in the top right, then go to "More Tools" and select "Extensions" or copy & paste this into your URL bar: chrome://extensions 


  6. Clear your browser cache. 

    To do that, go to Chrome → Clear Browsing Data; Or copy & paste this into your URL bar: 
    chrome://settings

Select “All Time” as the time frame & click the “Clear data” button.