Troubleshooting Guide

This guide helps you resolve common issues you may encounter while using Simplistica.

Common Issues

Authentication Problems

Login Issues

Problem: Unable to log in to your account

Solutions:

1. Check Credentials: Verify your email and password are correct
2. Reset Password: Use the “Forgot Password” link to reset your password
3. Clear Browser Cache: Clear browser cache and cookies
4. Try Different Browser: Test with a different browser
5. Check Network: Ensure you have a stable internet connection

Session Expired

Problem: Session expires unexpectedly

Solutions:

1. Re-login: Log out and log back in
2. Check Time Settings: Ensure your device time is correct
3. Clear Browser Data: Clear browser data and cookies
4. Contact Support: If issue persists, contact support

Document Issues

Document Not Loading

Problem: Document fails to load or shows error

Solutions:

1. Refresh Page: Try refreshing the browser page
2. Check Permissions: Verify you have permission to view the document
3. Team Context: Ensure you’re in the correct team context
4. Clear Cache: Clear browser cache and try again
5. Contact Owner: Contact document owner if permission issues persist

Document Not Saving

Problem: Changes not being saved automatically

Solutions:

1. Check Connection: Verify internet connection is stable
2. Look for Indicators: Check for save status indicators
3. Manual Save: Try making a small change to trigger auto-save
4. Refresh Page: Refresh the page and check if changes are there
5. Contact Support: If issue persists, contact support

Collaboration Issues

Problem: Real-time collaboration not working

Solutions:

1. Check WebSocket: Ensure WebSocket connections are working
2. Refresh Page: Refresh the page to reconnect
3. Check Permissions: Verify all users have appropriate permissions
4. Browser Compatibility: Ensure all users are using supported browsers
5. Network Issues: Check for network connectivity issues

Team Management Issues

Cannot Join Team

Problem: Unable to join team with invitation link

Solutions:

1. Check Link: Verify the invitation link is correct and not expired
2. Email Match: Ensure you’re using the same email as the invitation
3. Already Member: Check if you’re already a member of the team
4. Contact Admin: Contact team owner for new invitation
5. Clear Cache: Clear browser cache and try again

Permission Issues

Problem: Cannot perform actions due to permission errors

Solutions:

1. Check Role: Verify your current role in the team
2. Contact Owner: Contact team owner to update your role
3. Team Context: Ensure you’re in the correct team context
4. Refresh Page: Refresh the page to update permissions
5. Log Out/In: Log out and log back in to refresh permissions

Team Switching Issues

Problem: Cannot switch between teams

Solutions:

1. Check Membership: Verify you’re a member of the target team
2. Refresh Page: Refresh the page and try again
3. Clear Cache: Clear browser cache and cookies
4. Contact Support: If issue persists, contact support

Editor Issues

Editor Not Loading

Problem: Document editor fails to load

Solutions:

1. Refresh Page: Refresh the browser page
2. Check Browser: Ensure you’re using a supported browser
3. Disable Extensions: Disable browser extensions that might interfere
4. Clear Cache: Clear browser cache and try again
5. Contact Support: If issue persists, contact support

Formatting Issues

Problem: Document formatting appears incorrect

Solutions:

1. Refresh Page: Refresh the page to reload formatting
2. Check Content: Verify the content is properly formatted
3. Clear Cache: Clear browser cache and try again
4. Different Browser: Try opening in a different browser
5. Contact Support: If issue persists, contact support

Terminology Highlighting Issues

Problem: Team terminology not highlighting correctly

Solutions:

1. Check Team Context: Ensure you’re in the correct team
2. Refresh Page: Refresh the page to reload terminology
3. Check Settings: Verify terminology is configured in team settings
4. Clear Cache: Clear browser cache and try again
5. Contact Admin: Contact team owner to check terminology settings

Export/Import Issues

Export Fails

Problem: Document export fails or produces errors

Solutions:

1. Check Format: Verify the export format is supported
2. Document Size: Check if document is too large for export
3. Try Different Format: Try exporting in a different format
4. Refresh Page: Refresh the page and try again
5. Contact Support: If issue persists, contact support

Import Fails

Problem: Document import fails or shows errors

Solutions:

1. Check Format: Verify the file format is supported
2. File Size: Check if file is too large for import
3. File Integrity: Verify the file is not corrupted
4. Try Different File: Try importing a different file
5. Contact Support: If issue persists, contact support

GitHub Integration Issues

Problem: GitHub import/export not working

Solutions:

1. Check Authentication: Verify GitHub authentication is correct
2. Repository Access: Ensure you have access to the repository
3. Token Permissions: Check GitHub token has correct permissions
4. Repository URL: Verify the repository URL is correct
5. Contact Support: If issue persists, contact support

Performance Issues

Slow Loading

Problem: Pages or documents load slowly

Solutions:

1. Check Internet: Verify internet connection speed
2. Close Tabs: Close unnecessary browser tabs
3. Clear Cache: Clear browser cache and cookies
4. Different Browser: Try using a different browser
5. Contact Support: If issue persists, contact support

Editor Lag

Problem: Editor is slow or unresponsive

Solutions:

1. Document Size: Check if document is very large
2. Browser Performance: Close other applications to free memory
3. Refresh Page: Refresh the page to restart the editor
4. Different Browser: Try using a different browser
5. Contact Support: If issue persists, contact support

Browser Compatibility

Supported Browsers

• Chrome: Version 90 or later
• Firefox: Version 88 or later
• Safari: Version 14 or later
• Edge: Version 90 or later

Browser Issues

Unsupported Browser

Problem: Features not working in older browsers

Solutions:

1. Update Browser: Update to the latest version
2. Use Supported Browser: Switch to a supported browser
3. Enable JavaScript: Ensure JavaScript is enabled
4. Disable Extensions: Disable browser extensions
5. Contact Support: If issue persists, contact support

JavaScript Errors

Problem: JavaScript errors in browser console

Solutions:

1. Enable JavaScript: Ensure JavaScript is enabled
2. Clear Cache: Clear browser cache and cookies
3. Disable Extensions: Disable browser extensions
4. Update Browser: Update to the latest browser version
5. Contact Support: If issue persists, contact support

Network Issues

Connection Problems

No Internet Connection

Problem: Cannot access Simplistica due to network issues

Solutions:

1. Check Connection: Verify internet connection is working
2. Try Different Network: Try connecting from a different network
3. Check Firewall: Ensure firewall is not blocking access
4. Contact ISP: Contact your internet service provider
5. Use Mobile Data: Try using mobile data connection

Corporate Network Issues

Problem: Cannot access from corporate network

Solutions:

1. Contact IT: Contact your IT department
2. Check Firewall: Ensure corporate firewall allows access
3. VPN Access: Try accessing through VPN
4. Proxy Settings: Configure proxy settings if required
5. Contact Support: If issue persists, contact support

Data Issues

Data Loss

Lost Changes

Problem: Document changes were lost

Solutions:

1. Check Auto-save: Look for auto-save indicators
2. Refresh Page: Refresh the page to check for saved changes
3. Check History: Look for document version history
4. Contact Support: Contact support for data recovery
5. Prevention: Enable auto-save and regular backups

Missing Documents

Problem: Documents are missing from dashboard

Solutions:

1. Check Team Context: Ensure you’re in the correct team
2. Search Documents: Use search to find documents
3. Check Permissions: Verify you have permission to view documents
4. Contact Owner: Contact document owner
5. Contact Support: If issue persists, contact support

Data Corruption

Corrupted Documents

Problem: Document content appears corrupted

Solutions:

1. Refresh Page: Refresh the page to reload content
2. Check Version: Look for previous document versions
3. Export/Import: Try exporting and re-importing the document
4. Contact Support: Contact support for data recovery
5. Prevention: Regular backups and version control

Getting Help

Self-Service Resources

Documentation

• User Guide: Comprehensive user documentation
• FAQ: Frequently asked questions
• Video Tutorials: Step-by-step video guides

Troubleshooting Tools

• Status Page: Check system status and outages
• Diagnostic Tools: Built-in diagnostic tools
• Error Reporting: Automatic error reporting
• Performance Monitoring: Monitor system performance

Contact Support

Support Channels

• Email Support: support@simplistica.co
• Live Chat: Available during business hours
• Help Center: Comprehensive help center

Information to Provide

• Detailed Description: Provide detailed issue description
• Steps to Reproduce: Include steps to reproduce the issue
• Error Messages: Include any error messages
• Browser Information: Include browser and version
• Screenshots: Include screenshots if helpful

Escalation Process

Support Levels

1. Self-Service: Use documentation and troubleshooting guides
2. Email Support: Contact support team via email
3. Live Chat: Get immediate help via live chat
4. Phone Support: Available for enterprise customers
5. Escalation: Escalate to senior support team

Response Times

• Critical Issues: 2-4 hours response time
• High Priority: 24 hours response time
• Normal Priority: 48 hours response time
• Low Priority: 72 hours response time