Troubleshoot: Clear Cache

If you are noticing that you have contacts in GroupTrack already but find that the extension is showing them as not yet being in GroupTrack, you may need to clear that contact out of your GT cache. This will cause GroupTrack to "redo" the contact lookup in the database, generally finding the "missing" contact.

You can either clear an individual contact from your cache, or you can clear all contacts from the cache (helpful if you notice multiple lookups seeming to have not found the right person).

For a full cache clear, follow the steps here:

Sign out and back into your GroupTrack account (both the webapp and the extension). Once signed in, clear your local cache by opening the extension, choosing settings, and then clicking the "Clear Cache" option.

For an individual contact, follow these steps:

Hover over the contact's name and then select "Clear from Cache" at the bottom, as pictured here:

Another great troubleshooting step is to ensure that you have the latest version of the tool. We frequently release updates to keep up with the ever-changing social platforms that we work on, so updating is a great way to ensure you have all the latest fixes. You can follow the instructions linked here to update your tool: https://help.grouptrackcrm.com/article/106-getting-the-latest-version

With the app updated and cache cleared, please try loading your FB group again and hovering over the user you were trying to view earlier (or any other group member from the group member list). If members are still acting like they aren't in GT (even though they are in the webapp), please submit a ticket by emailing [email protected] or using the Blue Question Mark in the lower right corner of your webapp. Please be sure to include screenshots or a Loom (preferred) showing which contacts are having the problem, which group and pipeline they are in, and the link to their contact profile in GroupTrack.