There are times when issues can't be replicated from our side so in order for us to continue investigating what exactly happened and why you are encountering the error message we will need to ask for your console log.
Here's the step on how to provide us with your console log
1. Open Developer Tools by pressing Command+Option+I (Mac) or Control+Shift+I (Windows, Linux).
2. The Console or Elements panel will open.
3. Click on the Console tab.
4. Do the step by step action you did till you encountered the error message.
4. Once you have reached the error message right-click on the logs area and then press Save as to save to a file.
5. Send us a copy of that file.