Browser, Environment & Troubleshooting information

  • Last updated on October 30, 2024 at 3:01 AM

The following information may help you troubleshoot some of the more common browser-related problems that you may encounter while using Property Tree.

Note: For optimum use of Property Tree, we recommend that you ensure your browser version is always up to date

Browsing data and Cache

Note: If you are having issues logging in to Property Tree, we recommend you remove any favourites/bookmarks stored in your browser and go directly to agent.propertytree.com and login. You should only bookmark the exact URL above. 

When you browse websites on the Internet, it stores information from the site in temporary files.  All web browsers have this standard feature to store temporary information on local directory.  This is called ‘cache’.

The cache slows down your browser and applications, due to the RAM and memory it uses. Many times it is filled with information that will not be required in future with a sizeable amount of cache stored, the speed and performance of your browser is negatively affected.

The prime purpose of clearing browsing data and cache is to improve the performance by removing temporary files and reducing the data processing and fetching.  

See instructions below on clearing browsing data on different Browsers:

Tip: If you are using Google Chrome, Mozilla Firefox or Edge you can quickly clear cache with a keyboard shortcut. While in your browser, press Ctrl + Shift + Delete simultaneously on the keyboard to open the appropriate window.

Google Chrome

  • Click the Tools menu (three dotted lines in the upper-right corner)
  • Select History.
  • Select Clear Browsing Data from the left-hand side.
  • Set Time range to "All Time"
  • Check-mark Cookies and other site data and Cached images and files and select Clear Data.

Mozilla Firefox

  • From the History menu, select Clear Recent History
  • From the Time range to clear: drop-down menu, select Everything
  • Next to "Details", click the down arrow to choose which elements of the history to clear, to clear your entire cache, select all times.

Safari

  • Click Safari in the upper left hand side of your screen. In the menu that appears, click Preference (+)
  • In the window that appears, click the Privacy tab. Click the button Remove All Website Data...(+)
  • Click Remove Now in the pop up window that appears (+)

Microsoft Edge

  • Open Microsoft Edge  and 
  • Select Settings and more  > Settings  > Privacy, search, and services.
  • Under Clear browsing data, select Choose what to clear.
  • Under Time range, choose a time range.
  • Select Cookies and other site data, and then select Clear now.

IMPORTANT: Be sure and close/quit the browser and restart it after clearing the cookies & cache.

Note: For optimum use of Property Tree, we recommend that you ensure your browser version is always up to date.

 

Invoice Genius - Clear Local Storage

To clear 'Processing Invoices' from the Invoice Genius Pending queue, where clearing cache has not removed them from the queue, you can clear local storage in the F12 Console.  These instructions are for Google Chrome Browser:

  1. Go to your Invoice Genius Pending queue
  2. In your Google Chrome Browser click on 3 dots at the top right > More tools > Developers tools
  3. Proceed to the Application Tab at the top (it may be minimized and can be found under the double arrow at the top of the console toolbar 
  4. On the left-hand side, expand Local Storage
  5. Right click on invoicegenius.propertytree.com and select Clear
  6. Click the Refresh icon on your Google Chrome browser or alternatively log out and back in to Property Tree

Note: for optimum use of Invoice Genius, we recommend that you ensure your Browser version is always update to date

Pop-up blockers

You might come across Ledgers and other reports that will not load or payment files not downloading from time to time. This is due to the Browser blocking file downloads and Pop up pages like reports opening in a new tab.

This is a common occurrence when a Browser releases updates.

To prevent this from happening you can add permissions for agent.propertytree.com to your Browser settings under Pop-Ups and Redirects 

Lost in the clouds and Login Issues 

You might come across an error 404 or Lost in the clouds message when you access Property Tree via a bookmark. It means the web page you were trying to reach couldn't be found on the server. Each time there is an upgrade on Property Tree the URL will change which will prompt this message to display.

Pressing F5 or clicking on another link in Property Tree will reload the page and continue to work as normal until the next time you log in. 

To permanently prevent this message we recommend you remove your current Property Tree bookmark in the browser and saving agent.propertytree.com as a new bookmark / favourite.

Clients using a corporate network experiencing any issues logging in to Property Tree, you are advised to contact your IT to Flush DNS cache. Also ensure AntiVirus software is up to date along with the usual clear cache recommendations.

Note: You can do a simple check if clearing cache and removing bookmarks doesn't alleviate the issue.  Test disconnecting from the wifi or network you are currently using and test connecting to your mobile hotspot.  If you can  login successfully using this connection, this may indicate the issue revolves around the network connection which may require your IT to carry out a Flush DNS cache 

Property Tree logging out due to inactivity

For security purposes Property Tree is designed to log out after 60 minutes of inactivity. You will receive a pop up message displaying a countdown timer before you are logged out. If you are using Property Tree on multiple tabs this may be what is logging you out, if one tab has been inactive it will time out and will log you out on each browser.

Unable to drag and drop emails and files into Property Tree

Property Tree offers the option to either upload files or documents or to drag and drop files or documents into relevant sections.

The feature is however dependent on your environment and if you are not able to drag and drop the document or file or it recently stopped working you might wish to:

  • Click on the link to 'Browse for File' option and upload the document that way.
  • You could also try to drag the file to your desktop or file explorer and then drag and drop into Property Tree

 

Note: If the problem persists and you do not wish to make use of the 'Upload a file' link you might wish to contact your IT provider for further assistance.

Support Live Chat not working

If you are sending chat messages but not receiving a response it indicates that you do not have the required permissions set for Live Chat in your Browser.

The instructions on fixing Live Chat not working can be found here  

XML error when attempting to open a PDF link

This issue generally indicates a problem with the authorisation setup for the PDF link. The error is not caused by the Property Tree software but likely a result of environmental factors or browser settings. 

Factors impacting or contributing to this error:

  • URL parsing or encoding by browser plugins or extensions - Some browser extensions or security plugins can manipulate URLs, especially if they inspect or modify URLs as part of their functionality. They may reformat or filter out query parameters in ways that cause reordering or omission of elements
  • Browser-specific URL encoding behaviour - Different browsers can handle URL encodings in slightly different ways, particularly during redirections. Although this doesn’t typically result in reordering, it can cause issues with parameters being mishandled if not encoded or parsed correctly
  • HTTP interceptors or middlemen - If a security tool, network proxy, or antivirus software is intercepting the HTTP request, it might be inspecting or rewriting parts of the URL, leading to unexpected behaviour
  • JavaScript on the page - Sometimes, JavaScript on the page can accidentally alter the redirection URL if it captures the location header before redirection. This could also impact the ordering or even removal of certain parameters
  • Browser caching or redirection policies - Occasionally, cached redirection policies or differing security policies across browsers can lead to inconsistencies in handling URLs, especially with complex URLs containing sensitive data like SAS tokens.

It is recommended to test the PDF link from another computer (connected to a different network) or test on a phone/device (connected to 4g/5g), to ascertain if the network or environment is causing the XML error to be encountered.

For more advice, contact your IT to assist you further.