Common Issues

This page covers the most frequently reported issues with CrownSync Playbooks and their solutions. If your issue is not listed here, check the specific troubleshooting pages or contact support.

1. Browser Compatibility

CrownSync Playbooks is tested and supported on the following browsers:

Google Chrome (latest two major versions)
Microsoft Edge (latest two major versions)
Mozilla Firefox (latest two major versions)
Safari (latest two major versions)

If you experience layout issues, missing features, or unexpected behaviour, check that you are using a supported browser version. Internet Explorer is not supported. If you must use an older browser for organisational reasons, some features may not work as expected.

Mobile Browsers

CrownSync Playbooks is responsive and works on mobile browsers, but the full experience is optimised for desktop and tablet screens. Some admin features may be difficult to use on small screens.

2. Stale Cache (Hard Refresh)

If you see outdated content, missing styles, or the platform does not reflect recent changes, your browser may be serving a cached version. Perform a hard refresh to clear the cache:

Windows/Linux: Press Ctrl + Shift + R
macOS: Press Cmd + Shift + R

If a hard refresh does not resolve the issue, try clearing your browser cache entirely or opening the platform in an incognito / private browsing window.

3. PDF Download Blocked

Some browsers and corporate security policies block file downloads. If your PDF export appears to generate successfully but no file downloads:

Check your browser's download bar or notification area for a blocked download prompt
Temporarily disable popup blockers for pb.crownsync.uk
Check your organisation's web proxy or security gateway for download restrictions
Try a different browser to determine if the issue is browser-specific

For more PDF-related issues, see PDF Export Errors.

4. Webhook Not Receiving Events

If your outbound webhook endpoint is not receiving events from CrownSync:

Verify the webhook URL is correct and uses HTTPS
Check that your server is reachable from the internet and responding within 10 seconds
Review the webhook delivery log in Admin → Integrations → Webhooks for failed delivery attempts and error codes
Ensure your firewall allows inbound HTTPS connections from CrownSync's IP addresses
Confirm you have subscribed to the correct event types

For more details, see Integration Failures.

5. Search Not Finding Content

The global search feature searches across playbook titles, section headings, and content. If search is not returning expected results:

Check your spelling — search is not fuzzy and requires close matches
Try shorter or more general search terms
Content in sections hidden by your organisation profile conditions may not appear in search results. Check your organisation settings if you expect to see content that is not appearing.
Recently added or edited content may take a moment to become searchable