Browser Troubleshooting

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Is Basecamp Having Trouble?

If you're not able to access your account, you can check if we have run into an issue with any of our apps on our Status site. We also update our Twitter account @37signals with details of any downtime.

We're always working towards 100% on our Uptime page.

If you're using a Virtual Private Network (VPN), you'll want to turn it off, and see if that allows you to access Basecamp.

If you are having problems with Basecamp, and it's working in other browsers, clearing your original browser's cache and cookies can also help.

Reset your app

Desktop App

If the Basecamp desktop app for Windows or Mac isn't loading or isn't loading quite right, resetting the app is a great first step.

On a Mac, you'll do this by clicking on "Basecamp 3" in the top menu bar, then on "Reset...":

After you've done that, it should then open normally and allow you to log in. 

Similarly on Windows, open the desktop app and click the "Basecamp 3" in the top left menu bar. You'll see the Reset... option to click. Once that's done, it should open normally and allow you to log in.

Mobile App 

On an iPhone or iPad, this is also called quitting and reopening an app. 

  1. To quit the app, open the App Switcher, swipe right to find the app, then swipe up on the app.
  2. To reopen the app, go to the Home Screen (or App Library), then tap the app.

On an Android, force quit an app to reset it.

  1. Navigate to the Settings app
  2. Scroll the list and tap Apps, Applications or Manage apps
  3. Find Basecamp 3 and click it 
  4. Choose the Force Stop option
  5. Reopen the Basecamp 3 app

Browser Extension Problems

Sometimes you might have trouble using Basecamp with a certain extension or your browser set in a certain mode. Here's what to check, if you're having problems.

Google Chrome

If you run into problems while using Google Chrome, try disabling these extensions:

  • HTTPS Everywhere
  • Read Later Everywhere
  • TamperMonkey
  • RSS Web Subscriber
  • Grammarly (especially if images are acting funny)

Running Chrome in Incognito mode can be helpful too. Here's how to open an Incognito window. 

Firefox

If you run into problems while using Firefox, try disabling this extension:

  • Ask.com

Internet Explorer

Sometimes Internet Explorer can display certain pages incorrectly, and even tell you that you are using an older version of Internet Explorer. You'll want to check if Compatibility Mode is turned on, as this is the likely culprit.

Microsoft has a nice guide on how to turn off Compatibility Mode.

Clear your cache

Clearing your browser's cache can force recently changed web pages to show up properly. Each browser handles caching differently, so be sure to follow the correct steps for your particular browser.

Clearing your cache in Internet Explorer

  1. In your browser's menu bar go to Tools → Internet Options → General → Browsing History → Delete...
  2. From this window delete the Temporary Internet Files.
  3. Close this window, then select OK before exiting the browser.
Note: If you can't see the Tools option, try hitting F10 on your keyboard.

Clearing your cache in Mozilla Firefox

  1. In your browser's menu bar, go to History → Clear Recent History.
  2. Under "Time Range to Clear" select "Everything."
  3. Expand the "Details" section and check "Cache."
  4. Click the "Clear Now" button.

Clearing your cache in Google Chrome

  1. Type chrome://history in the address bar and hit Enter.
  2. Click the button labeled "Clear browsing data..."
  3. Select the checkboxes for the types of information that you want to remove, especially 'Cached images and files'.
  4. Click "Clear browsing data."

Clearing your cache in Apple Safari

  1. In the macOS menu bar, go to Safari → Clear History and Website Data.
  2. There is no Step 2.

Clear your cookies

A cookie is a piece of text stored by your browser to help it remember your login information, site preferences, and more. If you are having problems with one of our sites, deleting your cookies will reset your preferences to their default values.

Note: On Firefox, Chrome, and Safari, it is possible to search for and delete only your 37signals.com cookies. On Internet Explorer you will have to delete all cookies.

Clearing your cookies in Internet Explorer

  1. In your browser's menu bar, click "Tools."
  2. Click "Internet Options..."
  3. Under "Temporary Internet Files" on the General Tab, click "Delete Cookies."
  4. Click "Ok" on the dialog box that says, "Delete all cookies in the Temporary Internet Files Folder?"
  5. Click "OK" to exit.

Clearing your cookies in Mozilla Firefox

  1. In your browser's menu bar, click "Tools." ("Preferences" on macOS.)
  2. Click "Options..."
  3. Click the "Privacy" tab.
  4. Click "remove individual cookies"
  5. Depending on the products you use, look for cookies ending in basecamp.com, basecamphq.com, highrisehq.com, backpackit.com, or campfirenow.com.
  6. Select them and click "Remove Cookie."
  7. Click "Close" to exit.

Clearing your cookies in Google Chrome

  1. Type chrome://settings/content into the address bar and hit Enter.
  2. Click "All cookies and other site data...".
  3. Depending on the products you use, look for cookies ending in basecamp.com, basecamphq.com, highrisehq.com, backpackit.com, or campfirenow.com.
  4. Click the X to the right of the cookies you want to remove.
  5. Click Done.

Clearing your cookies in Apple Safari

  1. In the macOS menu bar, select "Safari."
  2. Click "Preferences..."
  3. On the "Privacy" tab, click "Manage Website Data"
  4. Click "Show Cookies..."
  5. Depending on the products you use, look for cookies ending in basecamp.com, basecamphq.com, highrisehq.com, backpackit.com, or campfirenow.com.
  6. Select them and click "Remove."
  7. Click "Done."
  8. Close the Preferences box.