Common Issues and Troubleshooting

Clearing Cache

If pages appear outdated or behave unexpectedly:

Chrome/Edge: Press Ctrl+Shift+Delete, select Cached images and files, click Clear data

Firefox: Press Ctrl+Shift+Delete, select Cache, click Clear

Safari: Safari → Settings → Privacy → Manage Website Data → Remove All

After clearing cache, refresh the page and try again. If issues persist, try opening the page in an incognito/private window to rule out extension conflicts.

Page Not Loading

Network Issues

• Check your internet connection — try loading another website
• If on a corporate or school network, check if LBC is blocked by a firewall
• Try switching from Wi-Fi to a wired connection or mobile hotspot
• VPNs may cause routing issues — try disabling your VPN temporarily

Ad Blockers

Some ad blockers and privacy extensions can interfere with LBC's functionality:

• Try disabling your ad blocker for the LBC domain
• Add *.lbc.io to your ad blocker's allowlist
• If using uBlock Origin, try the "Disable on this site" option
• Privacy-focused browsers (Brave, DuckDuckGo) may block features by default

Image Upload Issues

File Size Too Large

LBC accepts images up to 10 MB per file. If your upload fails:

• Resize the image to under 10 MB using photo editing software
• Use an online image compressor (e.g., TinyPNG, Squoosh)
• Reduce resolution to 2000px on the longest side

Unsupported Format

Accepted image formats: JPEG, PNG, WebP. Other formats (BMP, TIFF, GIF, HEIC) are not supported.

• Convert unsupported formats using photo editing software
• Take a screenshot and save as PNG
• Export from your phone camera as JPEG

Wrong Dimensions

Photos should be at least 400×400 pixels for thumbnail display and at least 800×600 pixels for the main pet detail view. Very small images will display poorly and may be rejected by the quality check.

Feature Not Working as Expected

If a specific feature behaves unexpectedly:

1. Refresh the page — many issues are temporary and resolve on reload
2. Clear your browser cache — stale cached files can cause UI issues
3. Check your permissions — you may need a specific role or feature enabled for your organization
4. Check the feature availability by subscription (see Platform Reliability article)
5. Try a different browser — rule out a browser-specific issue

Contacting Support

When to Contact Support

Contact LBC support when:

• You've tried the troubleshooting steps above and the issue persists
• You encounter an error message that doesn't resolve
• You suspect a bug or platform issue
• You need help with account recovery and lack admin access
• You have a question not covered in the help documentation

How to Contact Support

• In-App: Click the Help menu in the bottom-left of the sidebar and select Contact Support
• From any help page: Use the Contact Support button at the bottom of the article. It works whether or not you are signed in, and you get a confirmation on screen.
• Include:
  • Your username and organization name
  • A description of what you were doing when the issue occurred
  • The exact error message (screenshot if possible)
  • Your browser name and version
  • Steps you've already tried

Support response times vary by platform configuration. Most issues are addressed within 1 business day.