Unable to Open Files

If you encounter issues opening files in Mockitt, please refer to the following troubleshooting steps and solutions.

1. Stuck on "Reading Data" or Loading Indefinitely

If the file gets stuck on the loading screen or "Reading Data" for a long time, it may be due to a large file size or network proxy issues.

• Disable VPN/Proxy: If you are using a network proxy or VPN, please turn it off and try opening the file again.
• Contact Support: If the issue persists, please send an email to our official support team at support@mockitt.com.
  • Email Subject: Stuck on Reading Data
  • Email Content:
    1. Your Mockitt account email
    2. The file share link

2. Redirects to Workspace After Loading

If the file begins to load but then automatically redirects you back to the Workspace, this may indicate a data anomaly.

• Contact Support: Please send an email to support@mockitt.com so we can investigate and resolve the issue.
  • Email Subject: File Redirects to Workspace
  • Email Content:
    1. Your Mockitt account email
    2. The file share link

3. White Screen

If you see a blank white screen when trying to open a file:

• Refresh the Page: Try pressing Ctrl + R (Windows) or Cmd + R (Mac) to refresh the page.
• Clear Cache: Clear your browser's cache and cookies, then try again.

4. Stuck on "Connecting to Sync Server"

If you see the message "Connecting to sync server, please wait," it is likely due to an intranet restriction or a network proxy issue.

• Switch Networks: Try connecting to a different network (e.g., a mobile hotspot) and reopen the file.
• Disable VPN/Proxy: If you are using a VPN, please turn it off completely.
• Contact Support: If the above methods do not work, please contact support@mockitt.com.
  • Email Subject: Stuck on Connecting to Sync Server
  • Email Content:
    1. The file share link
    2. A screenshot of the issue

5. "File Load Timeout" Error

If you receive a "File load timeout" error message:

• Check Network Connection: Ensure your internet connection is stable.
• Refresh: Refresh the page and try to load the file again.