The following troubleshooting steps should resolve any issues you are experiencing loading our content:
Do clear your browser cache and cookies (which can help resolve loading or access issues):
For Chrome:
Click the three dots at the top right and select "Clear browsing data," or press Ctrl+Shift+Delete.
Set the time range to "All time."
Select "Cached images and files" and "Cookies and other site data."
Click "Clear data."
Close all browser tabs, reopen Chrome, and try accessing the site again .
For Edge:
Type
edge://settings/clearBrowserDatain the address bar.Choose "All time" as the time range.
Select "Browsing history," "Download history," "Cookies and other site data," and "Cached images and files."
Click "Clear now."
Remove all site data at
edge://settings/siteData.
After clearing, try using an incognito window or a different browser if the issues persist.
If the above does not help, reach out to Support@woodmac.com with the screenshot of the issue and response to the below to raise an investigation with our Technical team:
where you access the tool? Office or home network?
any of your colleagues are having the same issue?
when did you last use the tool without problem?
what browser you are using for portal and the tool?
For WoodMac portal login issue : Check with your IT department if there are any firewall restrictions which are blocking access to key end points - you need access to the Incapsula IP for Portal (my.woodmac.com/identity) as follows: 45.60.31.15
For issues with Lens access : Check with your internal IT team and ensure this allowlist of end points is not being blocked