Troubleshooting Guide

Common Issues and Solutions

Cannot Log In to Account

Symptoms: Login fails with username/password Causes: - Incorrect credentials - Account locked or deactivated - Password expired - Browser cookie issues

Solutions: 1. Verify username and password spelling 2. Try password reset if uncertain 3. Contact administrator to check account status 4. Clear browser cookies and cache 5. Try incognito/private browsing mode

Two-Factor Authentication Problems

Symptoms: 2FA code not working Solutions: 1. Ensure device time is synchronized 2. Generate new code if previous one expired 3. Use backup codes if available 4. Contact support to reset 2FA

Single Sign-On (SSO) Failures

Symptoms: SSO login redirects fail Solutions: 1. Clear browser cache and cookies 2. Check with IT department for SSO configuration 3. Verify user exists in identity provider 4. Try direct login if SSO fails

Assessment and Evaluation Issues

Batch Upload Failures

Symptoms: File upload fails or hangs Causes: - File size too large - Unsupported file format - Network connectivity issues - Server processing limits

Solutions: 1. Check file size limits (typically 50MB per file) 2. Verify supported formats (PDF, DOCX, TXT) 3. Try smaller batch sizes 4. Check internet connection stability 5. Retry during off-peak hours

AI Evaluation Not Working

Symptoms: Evaluations stuck in "processing" status Solutions: 1. Check if rubric is properly configured 2. Verify content meets minimum word count 3. Contact support if stuck longer than 30 minutes 4. Review evaluation queue status

Rubric Configuration Errors

Symptoms: Cannot save or apply rubric Solutions: 1. Ensure all required fields are completed 2. Check that point values sum correctly 3. Verify criteria descriptions are not empty 4. Save draft before finalizing

Performance and Loading Issues

Slow Page Loading

Symptoms: Pages take long time to load Solutions: 1. Check internet connection speed 2. Clear browser cache and cookies 3. Disable browser extensions temporarily 4. Try different browser 5. Contact support if site-wide slowness

Dashboard Not Updating

Symptoms: Data appears stale or incorrect Solutions: 1. Refresh the page (F5 or Ctrl+R) 2. Clear browser cache 3. Check if data processing is still in progress 4. Verify correct date range selected

Export/Download Failures

Symptoms: Cannot download reports or data Solutions: 1. Check browser download settings 2. Ensure sufficient disk space 3. Try different file format 4. Contact support for large exports

User Management Issues

Cannot Add New Users

Symptoms: User creation fails Causes: - Duplicate username/email - Missing required fields - Permission restrictions - Organization limits reached

Solutions: 1. Verify unique username and email 2. Complete all required fields 3. Check user creation permissions 4. Review organization user limits

User Permissions Not Working

Symptoms: User cannot access expected features Solutions: 1. Verify role assignments 2. Check organization membership 3. Review custom permission settings 4. Log out and log back in 5. Contact administrator for permission review

Bulk User Import Issues

Symptoms: CSV import fails or partially completes Solutions: 1. Download and use official CSV template 2. Check for special characters in data 3. Verify email format validity 4. Ensure no duplicate entries 5. Review import error log

Integration Issues

Learning Management System (LMS) Sync Problems

Symptoms: Gradebook sync fails or data missing Solutions: 1. Check LMS integration credentials 2. Verify API permissions in LMS 3. Review sync schedule settings 4. Contact IT department for LMS configuration 5. Try manual sync if automatic fails

API Connection Errors

Symptoms: Third-party integrations not working Solutions: 1. Verify API key validity 2. Check endpoint URLs 3. Review rate limiting settings 4. Test with API documentation examples 5. Contact technical support

Single Sign-On Integration Issues

Symptoms: SSO authentication fails Solutions: 1. Verify SAML/OAuth configuration 2. Check certificate validity 3. Review attribute mapping 4. Test with identity provider directly 5. Contact IT department

Data and Reporting Issues

Missing or Incorrect Data

Symptoms: Data appears incomplete or wrong Solutions: 1. Verify correct date range selection 2. Check data processing status 3. Review filter settings 4. Refresh data if processing recently completed 5. Contact support for data verification

Export Format Issues

Symptoms: Exported data appears corrupted Solutions: 1. Try different export format (CSV vs Excel) 2. Check file encoding settings 3. Verify software used to open file 4. Re-download if file corruption suspected

Analytics Not Displaying

Symptoms: Charts or graphs not loading Solutions: 1. Check browser compatibility 2. Enable JavaScript if disabled 3. Try different browser 4. Clear cache and reload 5. Contact support if persistent

Technical Error Messages

"500 Internal Server Error"

Meaning: Server-side error occurred Immediate Actions: 1. Refresh the page 2. Try again in a few minutes 3. Check system status page 4. Contact support if persistent

"403 Forbidden"

Meaning: Access denied to resource Actions: 1. Verify login status 2. Check permissions with administrator 3. Ensure correct organization selected 4. Contact support if access should be granted

"404 Not Found"

Meaning: Requested page doesn't exist Actions: 1. Check URL spelling 2. Navigate from main menu instead 3. Report broken link to support 4. Use search function to find content

Mobile and Browser Issues

Mobile App Problems

Symptoms: App crashes or features don't work Solutions: 1. Update app to latest version 2. Restart device 3. Clear app cache/data 4. Reinstall app if necessary 5. Check device compatibility

Browser Compatibility Issues

Symptoms: Features not working in browser Solutions: 1. Use recommended browsers (Chrome, Firefox, Safari, Edge) 2. Update browser to latest version 3. Enable JavaScript and cookies 4. Disable ad blockers temporarily 5. Try incognito/private mode

Getting Additional Help

Self-Service Resources

Knowledge Base: Searchable help articles
Video Tutorials: Step-by-step visual guides
Community Forum: Peer support and discussions
System Status Page: Real-time service status

Contact Support

Help Desk: support@Preparebuddy.com
Emergency Support: +1-XXX-XXX-XXXX
Live Chat: Available during business hours
Screen Sharing: Remote assistance available

When Contacting Support

Please provide: 1. Error Description: What happened and when 2. Steps to Reproduce: What actions led to the issue 3. Error Messages: Exact text of any error messages 4. Browser/Device Info: Browser version, operating system 5. Screenshots: Visual documentation of the issue 6. User Account: Username or email (never share passwords)

Response Time Expectations

Critical Issues: 1 hour response
High Priority: 4 hours response
Medium Priority: 24 hours response
Low Priority: 72 hours response

Preventive Measures

Regular Maintenance

Clear browser cache weekly
Update browsers and apps regularly
Review user permissions monthly
Monitor system status regularly
Keep integration credentials current

Best Practices

Use strong, unique passwords
Enable two-factor authentication
Regular data backups
Monitor usage patterns
Stay informed about updates

Emergency Procedures

System Outage

Check system status page
Verify local internet connectivity
Try alternative access methods
Contact support if widespread
Monitor status updates

Data Loss Concerns

Check recycle bin/trash folders
Review recent backup status
Contact support immediately
Document what data is missing
Avoid making changes until resolved

Security Incidents

Change passwords immediately
Review recent account activity
Report incident to support
Document suspicious activity
Follow organization security protocols

This troubleshooting guide covers the most common issues users encounter. For specific problems not covered here, please contact our support team for personalized assistance.