Browser options and Phoenix troubleshooting

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Christopher
Last updated: about 7 hours ago
4 min read

This article outlines the options for accessing the Phoenix portal and common troubleshooting steps.

Need assistance with login issues or information?
See this support article: https://convergeintl.atlassian.net/wiki/spaces/ALL/pages/226164749

Get setup for Phoenix

Supported browsers

The following devices and browsers are supported:

Mac:

PC:

iPad (All iPads except iPad Mini):

  • Microsoft Edge (Recommended)

  • Apple Safari (Pro-Installed)

The Phoenix portal has security features preventing more than one person logging into your account at a time, known as an “active session”. You can only have 1 active session at a time.

Please make your preferred browser your default browser on your PC or Mac to ensure you aren’t logging in from two different browsers which then creates two active sessions. Your default browser may be different to the one you actually prefer to use - until you change this setting you may be opening links to the Phoenix portal in the browser you don’t want to use, creating a second active session.

If switching from one device to another, make sure you log out of the portal on the first device before switching to the second device.

Change your default browser on Windows 11:
Select Start > Settings > Apps > Default apps. Then select your preferred browser. Next to Make XXX your default browser, select Set default.

Change your default browser on MacOS:

On your Mac, choose Apple menu > System Settings, then click “Desktop & Dock” from the sidebar. (You may need to scroll down.)

Click the pop-up menu next to “Default web browser” on the right, then choose your preferred option.

Access the portal

Portal link: https://phoenix.convergeint.com/

Once you’ve logged in, make sure you bookmark the portal page for easy access in the future.

  1. On your computer, open Chrome.

  2. Go to the site that you want to visit again in the future.

  3. To the right of the address bar, click the Star

More information:

  1. Click the Share icon at the top right (Square with arrow pointing up) or press Command and “D” keys.

  2. Click “Add Bookmark” from the pop up menu

  3. On the next pop up, you can rename it (so you can find it easily) and then click “Add”

More information:

  1. Click the Share icon (Square with arrow pointing up)

  2. From the menu of options that appears, tap “Add bookmark”

Alternatively, at step 2, you can tap “Add to home screen” and the bookmark will be added as an icon on your home screen for easier access.

More information:

  1. Click the “Add this page to favorites” button at the top right of the browser (A star with a + icon) or alternatively, press Ctrl and D keys.

  2. Rename the favorite you are about to add for easy access (like to Converge or Phoenix)

More information:

Adjusting your browser settings

We recommend you adjust your browser zoom settings to best view the Phoenix portal page.

To do this, in Microsoft Edge and Google Chrome browsers (Windows and Mac), click the three dots or three lines near the top right of your web-browser window. Then from the drop down menu, change the Zoom level to between 70 to 80%.

 

Zoom options in Microsoft Edge and Google Chrome

 

For Apple Safari browser on Mac, click the “View” menu from the top of your screen and from the drop down menu, click Zoom out 2 or 3 times. For Apple Safari browser on iPad, tap the “AA” icon at the top of your web-browser and from the pop up menu, tap the small A to the left of 100% 2 or 3 times.

Troubleshooting Section

Troubleshooting: Can’t see the Quick View buttons

If you have access to Quick View and cannot see the buttons on the right side, it’s likely that your Zoom / Text size is too large. See the section above “Adjusting your browser settings” for adjustment options.

Troubleshooting: Pages keep timing out

If you are inactive on a page, the page may time out when you click on a button or perform an action. The time limit is between 5-10 minutes. After this period of time, the page will time out and if you are entering data (for example, entering notes for a session), it may be lost.

Troubleshooting: Pages keep reloading or error message

If you keep encountering page issues, you may need to clear the cache of your web-browser.

The Cache is a feature of your web-browser that stores elements of the page you frequently visit in it’s memory for faster load times (so it doesn't need to download the same data every time you visit the site). This feature makes page loading faster, however it can sometimes interfere with normal operation of the website.

View mor information about Cache’s and clearing it here:

 

 

 

 

Next steps:

If the above doesn’t. help, contact user support here: www.convergeinternational.com.au/support