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Troubleshooting Common Issues with Atarim

The seven problems that come up most, and what actually fixes each one.

Atarim team Updated 6 Aug 2026 · 6 min read
FAQs and Troubleshooting
An Atarim error state with guidance on how to resolve it
Before you start

Relevant for

  • Project Managers, Design Leads, Team Members, and clients or stakeholders working in a shared project.

Required knowledge

  • Basic familiarity with the Atarim interface.

Tools & resources needed

  • Access to Atarim, and access to your email if the problem involves invitations or notifications.

Atarim is built to keep collaboration moving, but occasionally something doesn’t behave as expected. This guide covers the issues that come up most often and what resolves each one — starting with the two fixes that between them account for most complaints.

Try the two easy fixes first
Refresh the page, and clear your browser cache. Between them they account for most sync, display and performance complaints — and they take seconds.

Try These First

Quick checkFixes
Refresh the pageTasks not updating, stale board state.
Clear cache and cookiesSlow loading, changes not appearing, sign-in pages not loading.
Try another browserAnything browser-specific, including extension conflicts.
Check your connectionFailed uploads, sign-in errors, general slowness.
Check your spam folderMissing invitations and notification emails.

1. Unable to Log In

Symptom: the page doesn’t load, or you see an error saying “Unable to connect.”

Likely causes: an unstable internet connection, or incorrect credentials.

Instructions:

  1. Confirm your device is on a stable network.
  2. Re-check your email address and password for typos.
  3. If needed, select Forgot your password? to reset it.
  4. Clear your browser’s cache and cookies, then try again.
Note
If two-factor authentication is enabled on the account, you will need the verification step as well as the password. Explore Two-Factor Authentication

2. Clients Not Receiving Invitations

Symptom: you’ve invited a client, but they say no email arrived.

Likely causes: the address was mistyped, or the email was filtered into spam.

Instructions:

  1. Return to the project and check the address was entered correctly.
  2. Ask the client to check their spam or junk folder.
  3. Resend the invitation if the address was right and nothing arrived.
Share the collaboration link instead
If invitations keep going astray for one client, skip email entirely. Clients do not need an account to leave feedback, so a link in a message you are already sending sidesteps delivery problems. Learn More About URL Collaboration

3. Tasks Not Updating

Symptom: you’ve completed a task or made a change, but it doesn’t appear on the board or task list.

Likely causes: a sync delay, or browser caching.

  1. Refresh the page. This resolves it in most cases.
  2. If it persists, clear the cache and reload to force an update.

4. Unable to Upload Files or Media

Symptom: an upload fails or freezes partway.

Likely causes: the file is too large, the format isn’t supported, or the connection dropped.

Instructions:

  1. Check the file size against Atarim’s maximum.
  2. Confirm the format is supported — common image formats such as .jpg and .png are safe choices.
  3. Retry on a stable connection.
Tip
A large file on a slow connection often looks like a frozen upload rather than a slow one. Give it longer than feels reasonable before cancelling, and if you cancel, compress the file rather than simply retrying — the second attempt will behave the same as the first.

5. Email Notifications Not Arriving

Symptom: you aren’t receiving emails about updates or comments.

Likely causes: notifications are switched off, or the emails are being filtered.

Instructions:

  1. Open your profile (your avatar, then View Profile) and check Assigned Tasks Notifications. An administrator can also check the workspace defaults in Settings › Notifications.
  2. Confirm the notification types you want are switched on.
  3. Check your email spam or junk folder.
  4. Add Atarim’s notification address to your safe senders list.
One person missing emails? Check their own settings
If one teammate is not getting emails and everyone else is, it is their own settings rather than a workspace-level problem. Discover Email Notifications
Internal tasks never send notifications
If a task is marked internal, no notification email is sent for it at all — by design, not as a fault. Check whether the task in question is internal before troubleshooting further. Explore Internal Tasks

6. Slow Performance or Loading Times

Symptom: pages load slowly or take too long to respond.

Likely causes: browser state, connection quality, or high server load.

  1. Clear your browser’s cache and cookies.
  2. Try a different browser, or update the one you’re using.
  3. Confirm your connection is stable.

7. Can’t Create a Task in Collaborate

This one isn’t a fault — it’s the most common misunderstanding in visual collaboration. Atarim has two modes, and feedback can only be added in one of them.

ModeWhat it’s for
BrowseOpening and moving between pages. Loads the page correctly inside Atarim and keeps the collaboration session active.
CommentLeaving visual feedback, creating tasks, and pinning comments to specific elements.

Comment mode is separate from Browse, and tasks can only be created while it is switched on.

Instructions:

  1. Select Browse.
  2. Navigate to the page you want to review, inside Atarim.
  3. Select Comment.
  4. Select anywhere on the page to leave feedback or create a task.
The Browse and Comment mode toggle in the Atarim collaboration view
Select Comment to leave feedback
Comment mode must be active
Without it, feedback cannot be added or saved. Clicking the page in Browse mode simply navigates — which is why this reads as “clicking does nothing” rather than as a mode you forgot to switch.
Mention this when onboarding a client
It is the single most common thing new reviewers get stuck on, and one sentence in your handover email prevents the “I can’t leave feedback” message entirely.

When It’s Something Else

If the problem isSee
A website will not load in Atarim at allTroubleshooting Websites That Aren’t Loading
A firewall or WAF is blocking AtarimHow to Whitelist Atarim
You cannot access your account at allWhat to Do if You Can’t Access Atarim
A feature is locked or missingCheck your plan (see When a feature is locked), and whether your role has permission for it.
A design shows “Screen size too small”Collaborating on a design needs a browser window at least 1024 pixels wide. Widen the window or use a larger screen, or select Continue Anyway to carry on at the smaller size.

FAQs

Why can’t I click to leave feedback?

Comment mode isn’t active. Select Browse to reach the page, then Comment before clicking.

My changes aren’t showing on the board

Refresh the page. If that doesn’t do it, clear your cache and reload.

A client says they never got the invitation

Check the address for typos, ask them to look in spam, then resend. Sharing the collaboration link directly is a reliable alternative.

Where do I turn notifications on?

On your profile: select your avatar, then View Profile, and use Assigned Tasks Notifications. Administrators set the workspace defaults in Settings → Notifications.

Why did no email go out for a task?

If the task is internal, no notification is sent. That’s intended behaviour.

Which browser should I use?

A current version of Chrome, Firefox or Edge. Some issues are browser-specific, so switching is a quick way to identify them.

Nothing here fixed it

Contact support with what you were doing, what happened, and a screenshot or recording.

Conclusion

Most issues here resolve with a refresh, a cache clear, or a settings check. The two worth remembering are that Comment mode must be active before you can leave feedback, and that internal tasks never send notifications — both look like faults and neither is.

If something persists after working through these, support can help — and a screenshot or short recording will get you a useful first reply. Discover How To Get Help And Support

Tips & best practices

  • Clear your browser cache periodically to avoid sync and performance issues.
  • Use a current version of Chrome, Firefox or Edge.
  • Try another browser to identify browser-specific problems quickly.
  • Explain Browse and Comment modes when onboarding clients.
  • Check whether a task is internal before reporting a missing notification.
  • Share the collaboration link directly if invitation emails keep going astray.

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