How do I fix an unexpected error in Powtoon?

An unexpected error in Powtoon is most often caused by a stale browser cache or cookies that are blocked or disabled. Working through the steps below resolves the issue in most cases.

Likely causes

When an unexpected error appears in Powtoon, one or more of the following is usually responsible:

• Your browser cache contains outdated data that conflicts with Powtoon.
• Cookies are disabled or blocked in your browser settings.
• A specific action in Powtoon triggered a conflict with your current browser or browser version.

Steps to resolve an unexpected error

Work through these steps in order. Try the action that caused the error again after each step to see whether the issue is resolved.

1. Clear your browser cache. Removing cached data forces your browser to load a fresh version of Powtoon.
   • ► If you are using Google Chrome, see the article Clearing the Chrome browser cache for step-by-step instructions.
2. Enable cookies in your browser. Powtoon requires cookies to function correctly. If cookies are blocked, unexpected errors can occur.
   • ► See the article Enabling Cookies for instructions specific to your browser.
3. Repeat the action that caused the error. Return to Powtoon and try the same action again.
   • ► If the error appears again, note exactly what you were doing when it occurred — you will need this information if you contact support.

If the error continues

If clearing your cache and enabling cookies does not resolve the unexpected error, contact our Customer Support Team. To help the team investigate, include the following details in your message:

• The email address you use to sign in to Powtoon.
• The title of the Powtoon you were working on when the error appeared.
• A description of the action you performed immediately before the error occurred.
• The name and version of the browser you are using.

Our Customer Support Team is at your service 24/7.

Note: If the error occurs in one browser but not another, switching browsers is a useful workaround while the issue is investigated.