when the screener or WIP won't load
if the screener or what's in play comes up blank, sits there spinning, or throws "failed to fetch report data," it's almost always one of a handful of things — and most of them you can fix in under a minute.
work through these in order. start with the quick refresh, and only move down the list if it's still not loading.
first, the 30-second fixes
most load issues clear with a hard refresh — the page held onto a stale or half-loaded state, and reloading fixes it.
hard refresh the page — Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac). this reloads everything fresh instead of from cache
check your connection — if the page is loading on a flaky connection, the data request can time out partway and leave the table blank
try an incognito / private window — this loads edgeful with no cache and no extensions, which tells you fast whether it's a browser issue or a data issue
if a hard refresh fixes it, you're done. if it comes back, keep going.
"failed to fetch report data"
this message usually means the specific report + session + ticker combination you've selected didn't return data for the period — not that the whole platform is down.
to narrow it down:
switch the session back to NY — if it loads fine on NY but fails on London or Asian, it's that report not having data for the session you picked, not a broken screener
try a different report in the same slot — if the others load, the issue is isolated to that one report on that session
remove the ticker that's failing and re-add it — a single ticker with no data for the selected report/session can stall the row
the session you choose changes what every cell is measuring, so a combination that works on one session won't always work on another. see sessions on the screener and sessions on what's in play for how the session setting drives the data.
blank or stuck loading right at the open
if the screener or WIP is blank or stuck spinning right when a session opens, that's usually timing — the new session's data is still coming in, and there's nothing to show yet.
remember futures roll to a new trading day at 6:00 PM ET, and each session has its own start time — so "the open" depends on which session you're on. give it a minute past the session start, then hard refresh. WIP in particular shows a countdown before the session is live and only fills in once it starts — that's expected, not a load failure. see how what's in play behaves throughout the trading day.
still blank after refreshing
if a hard refresh and an incognito window both still come up empty, it's worth ruling out the browser itself:
disable ad-blockers and privacy extensions for edgeful — these sometimes block the data requests the screener and WIP rely on
clear your edgeful site cache — in your browser settings, clear cached images and files, then reload
try a different browser — if it loads in Chrome but not Safari (or vice versa), it's a browser-specific setting, not your account
log out and back in — this refreshes your session token, which can go stale after a long period logged in
if it loads everywhere except one browser, the fix is in that browser's settings — extensions or cache, almost always.
when to reach out
if you've worked through the list and it's still not loading — or it's failing across every browser and session — open an in-app chat. include these so the team can trace it fast:
the exact message you're seeing (a screenshot is ideal)
whether it's the screener, what's in play, or both
the ticker, session, and report selected when it failed
your browser, and whether it also fails in an incognito window