Common issues and their solutions

Login and Authentication Issues

Possible issues:

• Forgotten password - user cannot log in.
• Not receiving password reset emails.
• Multi-Factor Authentication (MFA) not working.

Troubleshooting:

• Use the Forgot Password function on the login page.
• Check spam/junk folders for password reset emails.
• Ensure MFA settings are correctly configured (if enabled, administrators only).

Content Editing and Formatting Issues

Possible issues:

• Edits not saving properly.
• Changes made by one user are overwritten by another.
• Formatting errors when pasting from other platforms or documents.
• Issues with Markdown rendering in the Markdown editor.

Troubleshooting:

• Check if multiple users are editing the same page and coordinate edits.
• Ensure the page is saved before exiting.
• Use Paste as Plain Text (Ctrl+Shift+V) when copying from external platforms or documents.
• Preview Markdown formatting before saving.

Permission and Access Issues

Possible issues:

• User cannot access a course, chapter, or page.
• Teacher cannot edit or delete content they created.
• Users cannot see content that should be public.

Troubleshooting:

• Check if the user has the correct role and permissions (administrators only).
• Administrators can update permissions via the settings.
• Verify that the content is not restricted to a specific group.

Notification and Email Issues

Possible issues:

• Not receiving notifications for watched content.
• Emails for comments, updates, or mentions are not arriving.
• Delayed email delivery.

Troubleshooting:

• Check Notification Preferences under user settings.
• Ensure email notifications are enabled in administration settings.
• Confirm that the email address is correct and verified.

Image and File Upload Issues

Possible issues:

• Images are not uploading properly.
• Uploaded images are not appearing on the page.
• File upload fails due to size limitations.
• PDFs and attachments are not embedding correctly.

Troubleshooting:

• Ensure the file format is supported (JPEG, PNG, PDF, etc.).
• Check if the file size exceeds the upload limit.
• Refresh the page or reinsert the file if it does not display.
• Check if higher security image upload settings are enabled (administrators only).

Search and Navigation Issues

Possible issues:

• Users cannot find content using search.
• Search results do not display expected pages.
• Filters and sorting options not working properly.

Troubleshooting:

• Ensure content has correct keywords and tags for better searchability.
• Check if content is public or restricted based on permissions.
• Use advanced search filters to refine results.

Page Versioning and History Issues

Possible issues:

• Accidentally deleted content.
• Want to restore a previous version.
• Version history not displaying correctly.

Troubleshooting:

• Use the Page Revisions feature to restore a previous version.
• Check the Recycle Bin (administrators only) if the content was deleted.
• Ensure users have the necessary permissions to restore content (administrators only).

Slow Performance or Loading Issues

Possible issues:

• Pages take too long to load.
• Platform is unresponsive or freezing.
• Images and attachments load very slowly.

Troubleshooting:

• Clear browser cache and cookies.
• Try a different browser or device.
• Check if large images or heavy content is slowing down performance.
• If the issue persists, contact an administrator to check for server issues.

Webhooks and Api Issues (for Advanced Users)

Possible issues:

• Webhooks are not triggering properly.
• API tokens not working.
• Integration with external tools fails.

Troubleshooting:

• Ensure the webhook endpoint is correct and accessible (administrators only).
• Check if API tokens have expired or are incorrectly configured.
• Verify event triggers are properly set up in the Webhooks section (administrators only).

Administrator-Specific Issues

Possible issues:

• Cannot update platform settings.
• User roles are not applying correctly.
• Deleted users' contributions are lost.

Troubleshooting:

• Ensure the user has Admin permissions to make platform-wide changes.
• Check role settings and permissions configurations.
• Before deleting a user, reassign ownership of their content to another user to prevent data loss.