10-Troubleshooting

Troubleshooting Guide

This guide helps you solve common problems you might run into while using the system.

Table of Contents

Common Problems

Problem: Can't Log In

What you see: Login page won't accept your password or keeps asking you to log in again.

Solutions: 1. Check your password - Make sure Caps Lock is off - Try typing your password in a text editor first to see if it's correct - Use the "Forgot Password" link if needed

  1. Clear your browser data
  • Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
  • Select "Cookies and site data" and "Cached images and files"
  • Click "Delete data"
  1. Try a different browser
  • If you use Chrome, try Firefox or Safari
  • This helps identify if it's a browser-specific issue

Problem: Page Won't Load

What you see: White screen, spinning wheel, or "Page not found" error.

Solutions: 1. Refresh the page - Press F5 or Ctrl+R (Windows) or Cmd+R (Mac) - Wait 10 seconds before trying again

  1. Check your internet connection
  • Try opening another website like Google.com
  • Restart your router if other sites are slow
  1. Clear browser cache
  • Follow the steps in the "Can't Log In" section above

Problem: Changes Not Saving

What you see: Your edits disappear when you refresh the page.

Solutions: 1. Check your internet connection - Look for a "connection lost" message - Wait for connection to restore, then try saving again

  1. Don't navigate away too quickly
  • Wait for the "Saved" confirmation message
  • Look for a green checkmark or "Changes saved" text
  1. Copy important text before saving
  • Select all your text (Ctrl+A or Cmd+A)
  • Copy it (Ctrl+C or Cmd+C) as backup

Problem: File Upload Fails

What you see: Upload progress bar stops or shows an error.

Solutions: 1. Check file size - Most files must be under 10 MB - Compress large images before uploading

  1. Check file type
  • Only certain file types are allowed (PDF, JPG, PNG, DOC, etc.)
  • Rename files with special characters or spaces
  1. Try uploading one file at a time
  • Don't upload multiple files at once
  • Wait for each file to finish before starting the next

Error Messages

"Session Expired"

What this means: You've been logged out automatically for security.

How to fix: 1. Click the "Log In" button 2. Enter your username and password 3. You'll return to where you left off

"Permission Denied"

What this means: You don't have access to this feature or page.

How to fix: 1. Contact your administrator 2. Ask them to give you the right permissions 3. Make sure you're logged into the correct account

"File Too Large"

What this means: The file you're trying to upload is too big.

How to fix: 1. Compress the file using built-in tools: - Images: Use "Paint" (Windows) or "Preview" (Mac) to reduce quality - PDFs: Use online compression tools like SmallPDF - Documents: Save as a different format or remove images

"Network Error"

What this means: Your internet connection is having problems.

How to fix: 1. Check other websites work 2. Restart your router 3. Try again in a few minutes 4. Contact your IT support if the problem continues

"Invalid Format"

What this means: The information you entered doesn't match what the system expects.

How to fix: 1. Phone numbers: Use format like (555) 123-4567 2. Email addresses: Make sure they have @ and a domain like .com 3. Dates: Use MM/DD/YYYY format 4. Required fields: Fill in all fields marked with a red asterisk (*)

Getting Help

Before Asking for Help

  1. Try the basic fixes first:
  • Refresh the page
  • Clear your browser cache
  • Try a different browser
  • Restart your computer
  1. Check this guide:
  • Look for your specific problem above
  • Try all suggested solutions
  1. Gather information:
  • What were you trying to do?
  • What error message did you see?
  • What browser are you using?
  • When did the problem start?

How to Ask for Help

Email Support

Send an email with: - Subject: Brief description of the problem - Details: Step-by-step what you were doing - Error message: Copy the exact text of any error - Browser: Chrome, Firefox, Safari, etc. - Screenshots: If helpful, attach a picture of the error

Phone Support

Have this information ready: - Your username - What you were trying to do - The exact error message - Your computer type (Windows/Mac)

Live Chat

Click the "Help" or "Chat" button and describe: - The problem in one sentence - What you tried already - Whether it's urgent

What Information Helps Support

  • Your username (not your password!)
  • Time the problem happened
  • Browser name and version (Chrome 120, Firefox 110, etc.)
  • Steps you took before the error
  • Screenshot of the error message

Performance Issues

Slow Loading Pages

Symptoms: Pages take more than 10 seconds to load.

Solutions: 1. Close other browser tabs - Each tab uses memory and internet bandwidth - Keep only 2-3 tabs open at once

  1. Restart your browser
  • Close the browser completely
  • Wait 5 seconds, then open it again
  1. Check for browser updates
  • Click the three dots menu in your browser
  • Look for "About" or "Update"
  • Install any available updates

System Runs Slowly

Symptoms: Clicking buttons takes a long time to respond.

Solutions: 1. Close unnecessary programs - Press Ctrl+Alt+Delete (Windows) or Cmd+Option+Esc (Mac) - Close programs you're not using

  1. Restart your computer
  • Save your work first
  • Restart once per day for best performance
  1. Check available disk space
  • You need at least 1 GB of free space
  • Delete old files or move them to external storage

Browser Problems

Recommended Browsers

Best performance: - Google Chrome (latest version) - Mozilla Firefox (latest version) - Microsoft Edge (latest version) - Safari (Mac only, latest version)

Not recommended: - Internet Explorer (old and unsupported) - Very old browser versions

Browser Settings

Enable JavaScript

  1. Chrome: Settings > Privacy and Security > Site Settings > JavaScript > Allowed
  2. Firefox: about:config > javascript.enabled > true
  3. Safari: Preferences > Security > Enable JavaScript

Enable Cookies

  1. Chrome: Settings > Privacy and Security > Cookies > Allow all cookies
  2. Firefox: Settings > Privacy & Security > Cookies > Standard
  3. Safari: Preferences > Privacy > Cookies > Allow from websites I visit

Disable Ad Blockers

Some ad blockers interfere with the system: 1. Click the ad blocker icon in your browser 2. Select "Disable on this site" 3. Refresh the page

Clear Browser Data

Chrome

  1. Press Ctrl+Shift+Delete
  2. Select "All time"
  3. Check "Cookies" and "Cached images"
  4. Click "Clear data"

Firefox

  1. Press Ctrl+Shift+Delete
  2. Select "Everything"
  3. Check "Cookies" and "Cache"
  4. Click "Clear Now"

Safari

  1. Safari menu > Clear History
  2. Select "All History"
  3. Click "Clear History"

When All Else Fails

Emergency Contacts

  • Urgent issues: Call the main support number
  • System down: Check the status page at [status.company.com]
  • Security concerns: Email security@company.com immediately

Temporary Workarounds

  1. Use a different device (phone, tablet, different computer)
  2. Use a different internet connection (mobile hotspot)
  3. Try the mobile version of the website
  4. Save your work elsewhere until the problem is fixed

Report Bugs

Help us improve by reporting problems: 1. Use the "Report Bug" button if available 2. Include screenshots of the problem 3. Describe what you expected to happen 4. Tell us what actually happened instead

Remember: Most problems have simple solutions. Don't hesitate to ask for help - that's what support is for!

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