Common issues and their solutions

Table of Contents

1. Login and authentication issues
2. Content editing and formatting issues
3. Permission and access issues
4. Notification and email issues
5. Image and file upload issues
6. Search and navigation issues
7. Page versioning and history issues
8. Slow performance or loading issues
9. Webhooks and API issues (for advanced users)
10. Administrator-specific issues

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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.