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Common issues and their solutions

1. 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).

2. 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.

3. 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.

4. 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.

5. 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).

6. 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.

7. 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).

8. 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.

9. 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).

10. 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.

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