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. 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.


  6. 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 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 


If the issue DOES persist when in Incognito, then submit a ticket for our team to investigate. Please be sure to include the specific Call ID(s) where this issue occurred. The more information you can provide up front, the quicker we will be able to fully investigate.