Summary: If Elvanto won't load, the page looks plain or shows code, or your browser shows a certificate or security warning, follow these steps to find out whether it's a known Elvanto issue or a problem on your device or network.
Before You Begin
- Have your church's Elvanto web address ready.
- Make sure your browser is up to date.
- Note exactly what you see, for example the text of any warning, and take a screenshot. You will need it if you contact Support.
Step-by-Step Instructions
- Check the Elvanto Status page. It shows the web application, the regional services (Australia & New Zealand, International and United States) and the API. If an incident is listed, Elvanto is working on it and you don't need to do anything. Select Subscribe to get updates by email, SMS or Slack.
- Try a different device on a different network, for example a phone with Wi-Fi turned off. If Elvanto loads there, the problem is with your first device or network, so continue with the next steps.
- Open Elvanto in a private or incognito window. If it loads correctly there, your browser's saved data is the cause.
- Clear your browser's cache and cookies, then sign in again. See Troubleshooting: Clearing Cookies & Cache for each browser.
- Ask whether other people at your church see the same problem on different devices and networks. If they do, and the Status page shows no incident, contact Elvanto Support and include your church's Elvanto web address, the exact text of any warning, a screenshot, your browser and device, when it started, and who else is affected.
Troubleshooting & FAQs
- It only fails on my church's Wi-Fi or computers: Your network may be blocking Elvanto or holding an out-of-date address for it. Ask whoever manages your network to follow My Workplace or Home Computer is Blocking Elvanto.
- The page loads but looks plain, with no colors or images, or shows code: Follow steps 1 to 4. If it looks the same in a private window and on another network, contact Support.
- My browser shows a certificate or security warning: Don't sign in on a page that shows a warning. Check the Status page and try another device and network. If the warning stays, contact Support with a screenshot of the full warning.
- The login page is blank or the verification code box doesn't appear: Follow steps 1 to 4. A code box that is missing is a page-loading problem. Codes come from your authenticator app, not by email or text.
- The Elvanto app doesn't load either: Check the Status page first. If no incident is listed, contact Support and say it affects both the app and the website.
- The Status page shows no incident but Elvanto is still broken: Not every issue is posted. If steps 2 to 4 don't help and others are affected, contact Support.