Quick answer
Open PEXA in an up-to-date Google Chrome or Microsoft Edge. Clear your cache and cookies, try again in an incognito / InPrivate window (extensions off), and make sure pop-ups are allowed for PEXA. If it still fails on more than one machine, check the PEXA status page — it may be a platform issue, not yours.
WHY IT HAPPENS
PEXA is a browser app — so the browser matters.
PEXA runs entirely in your web browser, which means anything the browser is holding onto can break it. Old cached files from a previous version, cookies that have gone stale, an ad blocker or PDF add-on interfering with the page, or blocked pop-ups can all leave you staring at a blank screen or a login that won't complete. Occasionally the fault is at PEXA's end — planned maintenance or an outage — in which case no amount of local troubleshooting will help.
THE FIX
Work through these in order.
- Use a supported, up-to-date browserPEXA recommends the current version of Google Chrome; Microsoft Edge is also supported. Update the browser to the latest version and restart it. Avoid older or unusual browsers — that alone resolves a lot of "won't load" reports.
- Clear cache and cookiesPress Ctrl + Shift + Delete, tick Cookies and other site data and Cached images and files, then clear. This forces the browser to fetch a fresh copy of PEXA instead of a broken cached one. Close every browser window and reopen.
- Try an incognito / InPrivate windowOpen a private window (Ctrl + Shift + N in Chrome, Ctrl + Shift + N in Edge) and sign in. Private windows run with extensions disabled, so if PEXA works here, a browser extension is the culprit.
- Disable extensions one at a timeAd blockers, privacy tools and PDF viewers are common offenders. Turn them off, or add PEXA to their allow-list, then reload. Keep the official PEXA Digital Signing extension enabled — that one is required for signing.
- Allow pop-ups for PEXASigning and certain documents open in pop-up windows. In your browser's site settings, allow pop-ups and redirects for the PEXA address so nothing gets silently blocked.
- Check the PEXA status / maintenance pageIf several staff are affected at once, look at PEXA's official system status page or check for a scheduled maintenance notice before troubleshooting individual PCs. During maintenance windows the platform can be genuinely unavailable.
- Rule out your network or firewallA corporate firewall, web filter or VPN can block the addresses PEXA relies on. Test on a different network (or a phone hotspot) — if it loads there, ask your IT provider to allow PEXA through the firewall and content filter.
If it only breaks on work machines — but loads fine at home or on mobile data — the block is almost certainly your office network, firewall or web filter rather than the browser. That's the point to hand it to your IT provider so PEXA is allow-listed properly across every machine, not patched one at a time before each settlement.
