Smokeball Start - General Troubleshooting

The following are simple methods you can use to troubleshoot issues with Smokeball Start. If the following steps don't solve any of the listed issues, please email support@smokeball.com for further assistance.

Logging Out and Logging In to Smokeball Start

Invoice Errors

Browser Compatibility

Mismatch in Due Balances

LawPay Links Not Showing on Invoices


Logging Out and Logging In to Smokeball Start

For any issue with Smokeball, we would recommend logging out and logging back into Smokeball Start. That will reload the firm's data and fix most of the issues that could occur. You should not have to do this action often, but it is the first step in troubleshooting potential issues. Please follow the steps below to log out and log in to Smokeball.

1. In the top right corner of Smokeball Start, click on the cogwheel.

2. Click on "Log out".

3. Once logged out, you will be prompted to log in. We would recommend clicking the "X" next to your username to clear it out. This will clear site cookies and redownload the data properly.

4. Type in your username (email) and password.

5. Click "LOG IN".


Invoice Errors

If an invoice shows any of the following, then check with another user to see if they can see the same information in their Smokeball Start account.

  • Error status
  • Pending (or does not generate an invoice number)
  • Slow to load
  • Missing

If there is a mismatch or data missing, try the following:

1. Refresh your browser with F5.

2. Hard refresh your browser with CTRL + F5.

3. Log out and log back into Smokeball Start.


Browser Compatibility

Smokeball Start is intended to be viewed in Google Chrome. It is possible to run Smokeball Start in Microsoft Edge, but we do not officially support it.

If you're experiencing issues with Microsoft Edge, please try using Google Chrome. If you need to change your default browser to Chrome, please review this Google Support article.

Google will place a notification in the upper right-hand corner if a version update is available. Click the update button, or close and reopen the browser to install the update.

Chrome UI alerting that there's a pending update

 

If Chrome does not update, click on the three vertical dots (kebab) to access Chrome Settings. Once there, click "About Chrome" in the left menu.

This page will show the exact Chrome version and notify you if you need to update.


Mismatch in Due Balances

Q: Was the invoice payment applied at finalization or after?

  • Payments will not be reflected on PDF invoices after finalization. Please refer to the invoice pane or payments tab to verify payments.

Q: Was there a change in debtors?

  • Changing or adding/removing debtors can change how balances are reflected for matters or clients due to prior balances not being included. Make sure all invoices line up with the same debtor combination.

LawPay Links Not Showing on Invoices

When the firm's LawPay accounts are connected correctly to Smokeball Start, the "Pay Now" button will show on invoices. This will allow clients to pay online securely. More information can be found here.

If either the "Pay Now" button or QR code does not appear on the invoice, there are a couple of things to check:

  • Invoices with multiple debtors will not show the LawPay links.
  • Invoice settings have been disconnected. We would recommend checking the LawPay connection in the firm's invoice settings.
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