Troubleshooting Guide

The Troubleshooting Guide provides solutions to common issues, error messages, and system problems. This guide helps users resolve technical issues quickly and efficiently, with step-by-step solutions and preventive measures.

• Why this matters: Quick problem resolution ensures minimal disruption to your work and helps maintain productivity when technical issues occur.
• Who uses it: All users (Students, Parents, Teachers, Admins) who encounter technical issues with the platform.
• When to use it: When you experience login problems, system errors, performance issues, or any technical difficulties.

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How to Use

Common Login and Authentication Issues

Login Problems

"Invalid Credentials" Error

Symptoms:

• Unable to log in with correct username/password
• Error message: "Invalid email or password"
• Account appears to be locked or suspended

Solutions:

1. Verify Credentials:

   • Double-check email address and password
   • Ensure Caps Lock is not enabled
   • Try typing credentials manually instead of copy-paste

2. Password Reset:

   • Click "Forgot Password" on login page
   • Check email for password reset link
   • Follow reset instructions carefully
   • Wait for email (check spam folder)

3. Account Status:

   • Contact administrator if account appears locked
   • Verify account is active and not suspended
   • Check if account requires email verification

Email Verification Issues

Symptoms:

• Account created but cannot log in
• Error message about email verification required
• Verification email not received

Solutions:

1. Check Email:

   • Check spam/junk folder for verification email
   • Search for emails from your organization
   • Wait up to 1 hour for email delivery

2. Resend Verification:

   • Click "Resend verification email" on login page
   • Try different email address if available
   • Contact administrator for manual verification

3. Email Provider Issues:

   • Check email provider's spam filters
   • Add organization email to safe senders list
   • Try different email provider if necessary

Two-Factor Authentication (2FA) Issues

Cannot Receive 2FA Code

Symptoms:

• 2FA code not received via SMS or email
• Code expired before use
• Multiple codes requested but none received

Solutions:

1. SMS Issues:

   • Check mobile phone signal and service
   • Verify phone number is correct
   • Try alternative phone number
   • Contact mobile carrier for SMS delivery issues

2. Email Issues:

   • Check spam folder for 2FA codes
   • Verify email address is correct
   • Try alternative email address
   • Check email provider's delivery status

3. Code Expiration:

   • Request new code if current one expired
   • Use code immediately after receiving
   • Contact administrator to disable 2FA temporarily

System Performance Issues

Slow Loading and Response Times

Page Loading Issues

Symptoms:

• Pages load very slowly or timeout
• Images and content not loading properly
• Browser becomes unresponsive

Solutions:

1. Browser Issues:

   • Clear browser cache and cookies
   • Disable browser extensions temporarily
   • Try different browser (Chrome, Firefox, Safari)
   • Update browser to latest version

2. Network Issues:

   • Check internet connection speed
   • Try different network connection
   • Restart router/modem
   • Contact internet service provider

3. System Resources:

   • Close unnecessary browser tabs
   • Restart computer to free memory
   • Check available disk space
   • Close other resource-intensive applications

Database and Server Issues

Symptoms:

• "Server Error" or "Database Error" messages
• Data not saving properly
• System becomes unresponsive

Solutions:

1. Immediate Actions:

   • Refresh the page and try again
   • Log out and log back in
   • Clear browser cache and cookies
   • Wait a few minutes and retry

2. If Issues Persist:

   • Contact system administrator immediately
   • Report specific error messages
   • Note the time when issues occurred
   • Try accessing from different device/network

Memory and Storage Issues

Browser Memory Problems

Symptoms:

• Browser becomes slow or unresponsive
• "Out of memory" error messages
• Tabs crash frequently

Solutions:

1. Browser Management:

   • Close unnecessary browser tabs
   • Restart browser application
   • Clear browser cache and history
   • Disable unnecessary browser extensions

2. System Resources:

   • Restart computer to free memory
   • Close other applications
   • Check available RAM and disk space
   • Update browser to latest version

Data and File Issues

File Upload Problems

Upload Failures

Symptoms:

• Files fail to upload
• "File too large" error messages
• Upload progress stops or fails

Solutions:

1. File Size Issues:

   • Check file size limits (usually 10MB for documents, 100MB for videos)
   • Compress large files before uploading
   • Split large files into smaller parts
   • Use file compression tools

2. File Format Issues:

   • Verify file format is supported
   • Convert files to supported formats
   • Check file is not corrupted
   • Try uploading from different device

3. Network Issues:

   • Check internet connection stability
   • Try uploading during off-peak hours
   • Use wired connection instead of WiFi
   • Contact administrator if issues persist

Data Import/Export Issues

Symptoms:

• CSV files fail to import
• Data appears corrupted after import
• Export files are incomplete or missing

Solutions:

1. Import Issues:

   • Verify CSV file format and structure
   • Check for special characters or formatting
   • Ensure required fields are present
   • Use provided import templates

2. Export Issues:

   • Try different export formats (CSV, Excel, PDF)
   • Check if data filters are applied
   • Verify user has export permissions
   • Contact administrator for large exports

Data Synchronization Issues

Real-time Data Updates

Symptoms:

• Data not updating in real-time
• Changes not appearing immediately
• Inconsistent data across different views

Solutions:

1. Browser Refresh:

   • Refresh the page to get latest data
   • Clear browser cache and cookies
   • Log out and log back in
   • Try different browser

2. Network Issues:

   • Check internet connection stability
   • Try different network connection
   • Wait a few minutes for synchronization
   • Contact administrator if issues persist

Mobile and Device Issues

Mobile App Problems

App Crashes and Freezing

Symptoms:

• Mobile app crashes frequently
• App freezes or becomes unresponsive
• Features not working properly on mobile

Solutions:

1. App Updates:

   • Update app to latest version
   • Restart mobile device
   • Clear app cache and data
   • Reinstall app if necessary

2. Device Issues:

   • Check available storage space
   • Close other apps to free memory
   • Restart device
   • Update device operating system

Mobile Browser Issues

Symptoms:

• Website not loading properly on mobile
• Features not working on mobile browser
• Layout appears broken on mobile

Solutions:

1. Browser Issues:

   • Update mobile browser to latest version
   • Clear browser cache and cookies
   • Try different mobile browser
   • Enable JavaScript and cookies

2. Network Issues:

   • Check mobile data or WiFi connection
   • Try different network connection
   • Restart mobile device
   • Contact mobile carrier if needed

Security and Privacy Issues

Access and Permission Problems

Permission Denied Errors

Symptoms:

• "Access Denied" or "Permission Denied" messages
• Cannot access certain features or data
• Unexpected logout or session expiration

Solutions:

1. Permission Issues:

   • Contact administrator to verify permissions
   • Check if role has required access
   • Request permission updates if needed
   • Log out and log back in

2. Session Issues:

   • Check if session has expired
   • Clear browser cache and cookies
   • Try different browser
   • Contact administrator if issues persist

Data Privacy Concerns

Data Access Issues

Symptoms:

• Cannot see expected data
• Data appears to be missing
• Privacy settings seem incorrect

Solutions:

1. Privacy Settings:

   • Check privacy settings in user profile
   • Verify data sharing permissions
   • Contact administrator for privacy settings
   • Review data access policies

2. Data Visibility:

   • Check if data filters are applied
   • Verify user has access to specific data
   • Contact administrator for data access
   • Review organization's data policies

Error Messages and Codes

Common Error Messages

HTTP Error Codes

400 Bad Request:

• Check if all required fields are filled
• Verify data format is correct
• Try refreshing the page

401 Unauthorized:

• Log out and log back in
• Check if account is active
• Contact administrator if issues persist

403 Forbidden:

• Check user permissions
• Contact administrator for access
• Verify role has required permissions

404 Not Found:

• Check if URL is correct
• Try refreshing the page
• Contact administrator if page should exist

500 Internal Server Error:

• Wait a few minutes and try again
• Contact administrator immediately
• Note the time and error details

System Error Messages

"Session Expired":

• Log out and log back in
• Clear browser cache and cookies
• Check system time settings

"Database Connection Error":

• Wait a few minutes and try again
• Contact administrator immediately
• Try accessing from different device

"File Upload Failed":

• Check file size and format
• Try uploading smaller file
• Check internet connection

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For Organization Types

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Tips

• Start with Common Solutions: Try the most common solutions first before escalating to support
• Document Issues: Note error messages, steps to reproduce, and system information when reporting problems
• Check System Status: Verify if issues are system-wide or specific to your account
• Clear Cache Regularly: Clear browser cache and cookies to resolve many common issues
• Update Regularly: Keep browsers, devices, and applications updated to prevent compatibility issues
• Use Secure Networks: Ensure you're using secure, trusted networks when accessing the platform
• Report Issues Promptly: Contact support immediately for critical issues that affect your work
• Follow Instructions: Carefully follow troubleshooting steps and don't skip any solutions
• Test Solutions: Verify that solutions work before marking issues as resolved
• Preventive Maintenance: Regular system maintenance can prevent many common issues

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