Troubleshooting

Browser troubles

Sometimes you might have trouble using Basecamp with a certain extension or your browser set in a certain mode. Here's what to check, if you're having problems.

Google Chrome

If you run into problems while using Google Chrome, try disabling these extensions:

  • HTTPS Everywhere
  • Read Later Everywhere
  • TamperMonkey
  • RSS Web Subscriber
  • Grammarly (especially if images are acting funny)

Running Chrome in Incognito mode can be helpful too: Highlighted 'New Incognito Window' option in Chrome menu

Firefox

If you run into problems while using Firefox, try disabling this extension:

  • Ask.com

Internet Explorer

Sometimes Internet Explorer can display certain pages incorrectly, and even tell you that you are using an older version of Internet Explorer. You'll want to check if Compatibility Mode is turned on, as this is the likely culprit.

Microsoft has a nice guide on how to turn off Compatibility Mode.

Is Basecamp Down?

If you're not able to access your account, you can check if we have run into an issue with any of our apps on our Status site. We also update our Twitter account @Basecamp with details of any downtime.

status site

We're always working towards Uptime page.

If you're using a Virtual Private Network (VPN), you'll want to turn it off, and see if that allows you to access Basecamp.

If you are having problems with Basecamp, and it's working in other browsers, clearing your original browser's cache and cookies can also help.

Clearing your cache

Clearing your browser's cache can force recently changed web pages to show up properly. Each browser handles caching differently, so be sure to follow the correct steps for your particular browser.

Clearing your cache in Internet Explorer

  1. In your browser's menu bar go to Tools → Internet Options → General → Browsing History → Delete...
  2. From this window delete the Temporary Internet Files.
  3. Close this window, then select OK before exiting the browser.

Note: If you can't see the Tools option, try hitting F10 on your keyboard.


Clearing your cache in Mozilla Firefox

  1. In your browser's menu bar, go to History → Clear Recent History.
  2. Under "Time Range to Clear" select "Everything."
  3. Expand the "Details" section and check "Cache."
  4. Click the "Clear Now" button.

Clearing your cache in Google Chrome

  1. Type chrome://history in the address bar and hit Enter.
  2. Click the button labeled "Clear browsing data..."
  3. Select the checkboxes for the types of information that you want to remove, especially 'Cached images and files'.
  4. Click "Clear browsing data."

Clearing your cache in Apple Safari

  1. In the Mac OS X menu bar, go to Safari → Clear History and Website Data.
  2. There is no Step 2.

Clearing your cookies

A cookie is a piece of text stored by your browser to help it remember your login information, site preferences, and more. If you are having problems with one of our sites, deleting your cookies will reset your preferences to their default values.

Note: On Firefox, Chrome, and Safari, it is possible to search for and delete only your 37signals cookies. On Internet Explorer you will have to delete all cookies.

Clearing your cookies in Internet Explorer

  1. In your browser's menu bar, click on "Tools."
  2. Click "Internet Options..."
  3. Under "Temporary Internet Files" on the General Tab, click "Delete Cookies."
  4. Click "Ok" on the dialog box that says, "Delete all cookies in the Temporary Internet Files Folder?"
  5. Click "OK" to exit.

Clearing your cookies in Mozilla Firefox

  1. In your browser's menu bar, click on "Tools." ("Preferences" on OSX)
  2. Click "Options..."
  3. Click on the "Privacy" tab.
  4. Click on "remove individual cookies"
  5. Depending on the products you use, look for cookies ending in basecamp.com, basecamphq.com, highrisehq.com, backpackit.com, or campfirenow.com.
  6. Select them and click "Remove Cookie."
  7. Click "Close" to exit.

Clearing your cookies in Google Chrome

  1. Type chrome://settings/content into the address bar and hit Enter.
  2. Click "All cookies and other site data...".
  3. Depending on the products you use, look for cookies ending in basecamp.com, basecamphq.com, highrisehq.com, backpackit.com, or campfirenow.com.
  4. Click the X to the right of the cookies you want to remove.
  5. Click Done.

Clearing your cookies in Apple Safari

  1. In the Mac OS X menu bar, select "Safari."
  2. Click "Preferences..."
  3. On the "Security" tab, click "Show Cookies."
  4. Click on "Show Cookies..."
  5. Depending on the products you use, look for cookies ending in basecamp.com, basecamphq.com, highrisehq.com, backpackit.com, or campfirenow.com.
  6. Select them and click "Remove."
  7. Click "Done."
  8. Close the Preferences box.

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