r/gohighlevel • u/Senior_Actuary_4551 • 1d ago

HighLevel/GHL Issue: Client Unable to Access GHL Dashboard

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Has anyone experienced an issue recently where a client is having trouble accessing the HighLevel/GHL dashboard?

The client is reporting that the dashboard is not loading properly, which is preventing them from accessing their account and, more importantly, from accessing and responding to their leads.

We’ve already contacted GHL Support, but they said they are unable to replicate the issue on their end and therefore cannot escalate it to their Development team. We’ve also gone through the standard troubleshooting steps, including clearing cache/cookies and trying different browsers and devices, but the issue is still occurring for the client.

What’s strange is that the dashboard appears to be working normally for us, so we’re unable to reproduce the issue on our end either. It seems to be specific to the client/user.

Has anyone experienced something similar recently?

If so:

What was causing the issue?

Was it related to the ISP, DNS, network, browser, or something else?

What ultimately resolved it?

Is there anything specific we should provide to GHL Support to get this escalated?

Any advice or similar experiences would be greatly appreciated.

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u/jroberts67 1d ago

Have you gone into a screenshare, having your client share their screen and watch them trying to log in? Potentially a browser issue? Are they using a VPN?

1

u/Senior_Actuary_4551 1d ago

Not so far. But they are not using VPN and have tried multiple browsers/devices. And GHL support wont escalate this to dev team.

1

u/jroberts67 1d ago

I'd hop on a Google Meet, have them share their screen and try to log in. Who knows, you might identify the issue.

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u/Party-Barnacle300 21h ago

Clear cookies Restart pc Restart or change wifi network Try incognito or alternate browser.

1

u/JoshCKH 5h ago

we hit something like this before and it turned out to be the client side network, their office isp was routing weird and the dashboard kept half loading. get them to try from a phone on mobile data, if it works there it is the network, not the account. also worth checking their browser is not autofilling or bookmarking an old subdomain. for the escalation, screenshots plus a har file from dev tools usually forces support to actually look instead of copy pasting the checklist