# Troubleshooting - Common Issues & Solutions

**Last Updated**: 2026-03-17
**Version**: 1.0.0

## How It Works

### Identify the Symptom

Note the exact error message, unexpected behavior, or missing functionality you are experiencing. Screenshots and the browser console (F12) provide valuable diagnostic information.

### Check Connection and Authentication

Verify your internet connection is stable, your session has not expired, and you are logged in with the correct account that has an active subscription.

### Clear Browser Cache and Reload

Perform a hard refresh (Ctrl+Shift+R) or clear your browser cache and cookies to eliminate stale data, outdated scripts, or corrupted local storage entries.

### Verify API Key and Credits

Navigate to API Key Management to test your configured keys and check the Billing page to confirm you have sufficient credits remaining for the operation you are attempting.

### Contact Support with Details

If the issue persists, contact support with the error message, steps to reproduce, your browser version, and any console errors. This information accelerates resolution.

> This troubleshooting guide covers the most common issues. Following these steps resolves the majority of problems encountered on the platform

## Tips & Best Practices

- Use Chrome or Firefox with the latest version for the best compatibility — the platform relies on modern browser features like WebSocket, IndexedDB, and Web Workers

- Check the browser developer console (F12) for red error messages before contacting support — these often reveal the exact cause of the issue

- If charts or data viewers fail to load, try clearing IndexedDB storage through browser settings as corrupted local data can prevent rendering

## Frequently Asked Questions

### Why are my charts or Perspective viewers not loading?

This is typically caused by a WebSocket connection failure or corrupted IndexedDB data. Try refreshing the page, clearing browser cache, or checking that your network allows WebSocket connections (port 443). Corporate firewalls may block WebSocket traffic.

### Why does my backtest fail to start or hang indefinitely?

Verify that all required Execute section fields are filled (stock symbol, date range, capital), your API key is valid and tested, and you have sufficient credits. Also ensure the selected date range contains sufficient market data (minimum 50 records).

### How do I fix 'Session Expired' or authentication errors?

Clear your browser cookies for this site, then log out completely and log back in. If the issue recurs frequently, check that your browser is not blocking third-party cookies and that no browser extensions are interfering with session management.

### Why am I seeing 'Insufficient Credits' when I believe I have credits remaining?

Credits are consumed in real-time as operations complete. Check your current balance on the Billing page. Some operations (AI code generation, multi-loop backtests) consume more credits than single backtests. Your subscription tier determines your monthly credit allocation.

## Important Notes

> If standard troubleshooting does not resolve your issue, contact support with detailed reproduction steps, error messages, browser version, and screenshots. Response times vary based on issue severity and your subscription tier.

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Source: https://stratcraft.ai/help/troubleshooting/