Troubleshooting Common Issues
This section provides solutions for frequently encountered problems. If you don't find your issue here, please visit our Support Page.
Connectivity Problems
Cannot Connect to the Server
Symptom: You are unable to establish a connection to our service.
Possible Causes & Solutions:
- Check your internet connection: Ensure your device is connected to the internet. Try visiting other websites.
- Verify server status: Check our Status Page for any ongoing outages.
- Firewall or Proxy: Ensure your firewall or proxy settings are not blocking the connection. You may need to add an exception for our service.
- Incorrect Credentials: Double-check your username and password, or API keys.
Slow Performance
Symptom: The application is responding slowly or taking a long time to load.
Possible Causes & Solutions:
- Network Latency: High latency between your location and our servers can cause slowness. Try connecting from a different network if possible.
- Server Load: High server load can affect performance. This is usually temporary.
- Browser Cache: Clear your browser's cache and cookies.
- Resource Usage: If you are running many demanding applications simultaneously, it might impact performance.
Authentication & Authorization
Login Failed / Invalid Credentials
Symptom: You are repeatedly getting an "Invalid Credentials" error when trying to log in.
Possible Causes & Solutions:
- Case Sensitivity: Passwords are case-sensitive. Ensure you are typing it correctly.
- Caps Lock: Make sure Caps Lock is not enabled.
- Account Lockout: After multiple failed attempts, your account might be temporarily locked. Wait a few minutes and try again, or use the "Forgot Password" link.
- Username vs. Email: Ensure you are using the correct identifier (username or email address) associated with your account.
Permission Denied / Unauthorized Access
Symptom: You are trying to access a resource or perform an action but receive a "Permission Denied" error.
Possible Causes & Solutions:
- Role or Permissions: Your user role may not have the necessary permissions for the action you are attempting. Contact your administrator.
- Expired Session: Your login session may have expired. Try logging out and logging back in.
- Specific Resource Permissions: Some resources have granular permissions. Ensure your account has access to that specific item.
Data & Content Issues
Data Not Loading / Missing
Symptom: Expected data is not appearing in the interface or reports.
Possible Causes & Solutions:
- Data Sync Issues: There might be a delay in data synchronization. Try refreshing the page or checking back later.
- Filters Applied: Ensure no filters are active that might be hiding your data.
- Permissions: You may not have permission to view this specific data.
- Data Source Problem: If you are using an external data source, check its status.
Incorrect Information Displayed
Symptom: The information shown in the application appears to be outdated or incorrect.
Possible Causes & Solutions:
- Cache Issues: Clear your browser cache. Sometimes, outdated data can be served from the cache.
- Recent Updates: If a recent update was deployed, it might take a short while for all systems to reflect the changes.
- Report Data Lag: Reports might be based on a snapshot of data from a previous time. Check the report's refresh date/time.
- Report a Bug: If you consistently see incorrect information, please report it via our Support Page with details.