The App Isn't Loading

Most loading problems fall into one of four situations — find the one that matches what you're seeing.

1. Blank page, error, or endless spinner

1. Refresh the page (Ctrl+R / Cmd+R).
2. Check your wifi connection — try opening another site to confirm you're connected.
3. Clear cache and cookies, or disable extensions (ad blockers and privacy tools can interfere). (Google how to do this based on your device and browser.)
4. If none of these options work, submit a support request and provide the error text, what browser you're using (Chrome, Safari, etc.) and what you were doing.

2. The site loaded but sections are blank or still loading

The home page loads in stages; heavier sections fill in after the frame appears, showing placeholder cards briefly. Some delay is normal. If a section hasn't loaded after ~30 seconds, try hitting refresh on your browser. If the issue persists, check your connection, and then contact support.

3. Sunlight loads, but looks empty

Sunlight only shows what you have access to. If you are: 

• Client: empty portal: ask your professional (attorney, caseworker, CASA) to add you to your case.
• Staff: You may not be assigned to any cases yet. If you think you should be, contact your administrator.
• Missing tab/feature: your role may not include access to certain features. Check with your administrator.

4. Signed in but wrong place / no organization appeared

Use the organization switcher to move to the right workspace. If you land in the wrong organization every time, update your default organization in Settings. If an expected organization is missing from the picker, your membership may be pending or removed — check with that organization's administrator.

Trouble? Contact your case worker or email support@getsunlight.org.