Help & Troubleshooting

This guide walks you through common steps to resolve technical issues in Pivot. Follow the sections that match your device and the way you use the platform. Completing these steps first will help you solve most common problems and ensure a faster resolution if you do need to reach out for support.

Supported Operating Systems and Versions

Pivot works best on the most recent versions of popular operating systems.

• Windows – Last two major updates
• MacOS – Last two major releases
• iOS (iPhone/iPad) – Last two versions
• Android – Last three versions

How to check your OS version quickly:

• Windows – Press Windows Key + R, type winver, and hit Enter.
• MacOS – Click the Apple menu → “About This Mac.”
• iOS – Go to Settings → General → About.
• Android – Go to Settings → About phone (or About device).

Minimum Hardware Requirements

Pivot can run on most modern devices, but here’s the baseline for a smooth experience:

• RAM (Memory) – At least 4 GB (8 GB or more recommended for the best performance).
• Devices with less than 4 GB RAM may lag or freeze when you open multiple tabs, join calls, or work with large files.

How to check your RAM quickly:

• Windows – Right-click “This PC” → Properties → Look for “Installed RAM.”
• MacOS – Apple menu → About This Mac → Memory.
• iOS & Android – Usually listed in your device’s technical specs online (search for your phone model + “RAM”).

Accessing Pivot

For the best experience with Pivot, choose the right version based on your device:

• Desktop browsers: Use only on Mac or Windows computers.
• Mobile devices and tablets: Install the native iOS or Android apps instead of using a web browser.
• iPads: Use the iOS app for full support; the web app is not recommended.

Internet Connection for Calls and Meetings

Video and audio call quality depends on your network stability and internet speed.

Run a speed test at the time of the issue:

• fast.com
• speedtest.net

If call quality is poor in Pivot, try another video call app (e.g., Zoom) to see if the problem is with your network or Pivot.

Supported Browsers and Versions

To ensure full functionality and security, use the most up-to-date browser versions:

Mac:

• Chrome and Microsoft Edge – latest versions released.
• Safari – bundled with the last two macOS versions.

Windows:

• Chrome and Microsoft Edge – latest versions released in the last 6 months.
• Firefox and other browsers: Not recommended due to limited testing and support.

Webcam and Microphone Checks

Test your webcam and microphone in other applications (such as Zoom or Google Meet) to confirm whether the issue is specific to Pivot or system-wide.

If devices do not work in multiple applications:

• Check your operating system’s privacy and security settings.
• Verify that camera and microphone permissions are granted for your browser or the Pivot app.
• Make sure no other application is actively using the devices.

Clearing Cache and Local Storage (Web Browser Only)

If you use Pivot in a browser, you may need to clear both your browser cache and the local storage Pivot uses to save temporary data. This can resolve loading issues, old data appearing, or features not updating correctly.

A. Clear your browser cache

Chrome / Microsoft Edge

1. Open the menu (three dots in the top right).
2. Go to Settings → Privacy and security → Clear browsing data.
3. Select Cookies and other site data and Cached images and files.
4. Click Clear data.

Safari (Mac)

1. In the top menu bar, click Safari → Settings.
2. Go to the Privacy tab.
3. Click Manage Website Data → Remove All.

B. Clear local storage and IndexedDB

This removes saved Pivot site data that may resolve uncommon issues.

1. Open Pivot in your browser.
2. Open Developer Tools:
   • Windows: Right-click anywhere on the page → Inspect.
   • Mac: Control-click anywhere on the page → Inspect.
3. In Developer Tools, go to the Application tab (in Safari, this may be called Storage).
4. In the left-hand menu, expand Local Storage and IndexedDB.
5. Look for any entries for Pivot.
6. Right-click each entry and choose Clear or Delete.

Pre-Ticket Checklist

Before opening a support ticket, confirm the following:

• Your operating system and browser versions are supported.
• Your device meets Pivot’s minimum hardware requirements.
• You are using the recommended app for mobile or tablet.
• You have tested your internet speed during the issue.
• You have tested your webcam and microphone in other applications.
• You have cleared your browser cache and local storage (if using Pivot in a browser).

Completing these checks will help our support team resolve your issue faster.

Performance Diagnostics

If Pivot feels slow, freezes, or behaves differently than expected, support may ask you to turn on Performance Diagnostics before reproducing the issue. This optional setting is off by default and can be turned on from Advanced settings or by searching the command menu for Enable performance diagnostics.

While it is enabled, Pivot collects a limited set of browser performance details, such as page load and render timing, route changes, long tasks, web vitals, and general page/cache counters. These diagnostics help support understand what happened around the time of the issue.

Support & Feedback

If you’ve tried all the steps in this guide and are still experiencing issues, reach out to our Support team for further assistance.

In the Pivot app, click the ? icon in the bottom-left corner to open Help & Support. From there, you can send feedback or describe the problem in detail, including what troubleshooting steps you’ve already taken. This information will help our team resolve your issue faster.