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Common Issues and Solutions

This guide provides solutions for the most common issues you may encounter while using the platform. Each section includes detailed troubleshooting steps and solutions to help you resolve problems quickly and efficiently.

Authentication and Login Issues​

Login Problems​

Issue: Unable to log in to the platform

Common Causes and Solutions:

  1. Incorrect Credentials

    • Symptoms: "Invalid email or password" error message
    • Solution:
      • Double-check your email address and password
      • Ensure Caps Lock is not enabled
      • Try resetting your password if needed
      • Clear browser cache and cookies

  2. Account Locked

    • Symptoms: "Account temporarily locked" message
    • Solution:
      • Wait 15-30 minutes for automatic unlock
      • Contact support if lock persists
      • Check email for security notifications

  3. Session Expired

    • Symptoms: Redirected to login page unexpectedly
    • Solution:
      • Log in again with your credentials
      • Check "Remember me" option for longer sessions
      • Clear browser cache if issues persist

Password Reset Issues​

Issue: Cannot reset password

Troubleshooting Steps:

  1. Check Email Address

    • Verify the email address is correct
    • Check spam/junk folder for reset emails
    • Ensure email address is associated with your account

  2. Reset Link Expired

    • Solution: Request a new password reset link
    • Links typically expire after 24 hours

  3. Browser Issues

    • Solution: Try a different browser or incognito mode
    • Clear browser cache and cookies

Data Access and Permission Issues​

Access Denied Errors​

Issue: "Access denied" or "You don't have permission" messages

Common Solutions:

  1. Check User Permissions

    • Verify your account has the necessary permissions
    • Contact your administrator to grant access
    • Check if your role has been changed recently

  2. Organization Access

    • Ensure you're assigned to the correct organization
    • Check if organization settings have changed
    • Contact admin if organization access is needed

  3. Feature Access

    • Verify the feature is enabled for your account
    • Check if feature requires additional permissions
    • Contact support for feature access requests

Data Not Loading​

Issue: Data not appearing or loading slowly

Troubleshooting Steps:

  1. Check Internet Connection

    • Verify stable internet connection
    • Try refreshing the page
    • Check if other websites load properly

  2. Browser Issues

    • Clear browser cache and cookies
    • Try a different browser
    • Disable browser extensions temporarily

  3. Data Filters

    • Check if filters are applied that hide data
    • Reset filters to default settings
    • Verify date ranges and search criteria

Document and File Issues​

File Upload Problems​

Issue: Cannot upload files or documents

Common Solutions:

  1. File Size Limits

    • Symptoms: "File too large" error
    • Solution:
      • Reduce file size (compress images, split large documents)
      • Check maximum file size limits (typically 10-50MB)
      • Use supported file formats

  2. Unsupported File Types

    • Symptoms: "Unsupported file type" error
    • Solution:
      • Convert files to supported formats (PDF, DOCX, XLSX, etc.)
      • Check list of supported file types
      • Contact support for additional format requests

  3. Upload Timeout

    • Symptoms: Upload fails or times out
    • Solution:
      • Check internet connection stability
      • Try uploading smaller files first
      • Use wired connection instead of wireless

Document Processing Issues​

Issue: Documents not processing correctly

Troubleshooting Steps:

  1. Document Quality

    • Ensure documents are clear and readable
    • Check for proper formatting and structure
    • Verify document is not corrupted

  2. Processing Queue

    • Check if document is in processing queue
    • Wait for processing to complete
    • Contact support if processing fails repeatedly

  3. AI Processing Errors

    • Symptoms: "AI processing failed" messages
    • Solution:
      • Try reprocessing the document
      • Check document format and quality
      • Contact support for AI processing issues

Report Generation Issues​

Report Creation Problems​

Issue: Cannot create or generate reports

Common Solutions:

  1. Missing Data

    • Symptoms: "Insufficient data" or empty reports
    • Solution:
      • Ensure all required data is entered
      • Check data completeness and accuracy
      • Verify data sources are connected

  2. Template Issues

    • Symptoms: "Template error" or formatting problems
    • Solution:
      • Try different report templates
      • Check template compatibility
      • Contact support for template issues

  3. Export Problems

    • Symptoms: Cannot export reports
    • Solution:
      • Try different export formats (PDF, Excel, Word)
      • Check browser download settings
      • Clear browser cache and try again

Report Performance Issues​

Issue: Reports loading slowly or timing out

Troubleshooting Steps:

  1. Data Volume

    • Reduce date ranges or data scope
    • Apply filters to limit data
    • Use summary reports for large datasets

  2. Browser Performance

    • Close other browser tabs
    • Clear browser cache
    • Try a different browser

  3. System Load

    • Try generating reports during off-peak hours
    • Contact support if issues persist
    • Check system status page for known issues

Workflow and Automation Issues​

Workflow Errors​

Issue: Workflows not working correctly

Common Solutions:

  1. Workflow Configuration

    • Check workflow settings and configuration
    • Verify all required steps are completed
    • Ensure workflow is properly activated

  2. Data Dependencies

    • Check if required data is available
    • Verify data quality and completeness
    • Ensure all prerequisites are met

  3. Automation Failures

    • Symptoms: Automated tasks not executing
    • Solution:
      • Check automation settings and schedules
      • Verify trigger conditions are met
      • Review automation logs for errors

Task Assignment Issues​

Issue: Tasks not assigned or not appearing

Troubleshooting Steps:

  1. User Assignment

    • Verify user is assigned to correct team/organization
    • Check user permissions and roles
    • Ensure user account is active

  2. Task Configuration

    • Check task settings and requirements
    • Verify task dependencies are met
    • Ensure task is not hidden or filtered

  3. Notification Issues

    • Check notification settings
    • Verify email notifications are enabled
    • Check spam folder for notifications

Performance and Speed Issues​

Slow Loading Times​

Issue: Platform loading slowly or freezing

Troubleshooting Steps:

  1. Browser Optimization

    • Clear browser cache and cookies
    • Disable unnecessary browser extensions
    • Update browser to latest version
    • Try incognito/private browsing mode

  2. Internet Connection

    • Check internet speed and stability
    • Try wired connection instead of wireless
    • Contact ISP if connection issues persist

  3. System Resources

    • Close other applications and browser tabs
    • Restart browser or computer
    • Check available disk space and memory

Data Loading Issues​

Issue: Data taking too long to load

Solutions:

  1. Optimize Queries

    • Apply filters to reduce data volume
    • Use pagination for large datasets
    • Limit date ranges and search criteria

  2. Cache Management

    • Clear application cache
    • Refresh page to reload data
    • Check if data is being cached properly

  3. Network Issues

    • Check network connectivity
    • Try different network (mobile hotspot, etc.)
    • Contact IT support for network issues

Integration and API Issues​

External System Integration​

Issue: Problems with external system connections

Common Solutions:

  1. API Connection Issues

    • Symptoms: "API connection failed" errors
    • Solution:
      • Check API credentials and authentication
      • Verify API endpoints are accessible
      • Check API rate limits and quotas

  2. Data Synchronization

    • Symptoms: Data not syncing between systems
    • Solution:
      • Check sync settings and schedules
      • Verify data mapping is correct
      • Review sync logs for errors

  3. Third-party Service Issues

    • Symptoms: External service errors
    • Solution:
      • Check service status pages
      • Verify service credentials
      • Contact service provider if needed

Webhook and Automation Issues​

Issue: Webhooks or automated processes failing

Troubleshooting Steps:

  1. Webhook Configuration

    • Verify webhook URLs are correct
    • Check webhook authentication
    • Test webhook endpoints

  2. Event Triggers

    • Ensure events are properly configured
    • Check trigger conditions are met
    • Verify event data format

  3. Error Handling

    • Review error logs and messages
    • Check retry settings and limits
    • Implement proper error handling

Mobile and Responsive Issues​

Mobile App Problems​

Issue: Mobile app not working correctly

Solutions:

  1. App Updates

    • Update app to latest version
    • Clear app cache and data
    • Reinstall app if issues persist

  2. Device Compatibility

    • Check device compatibility requirements
    • Update device operating system
    • Ensure sufficient storage space

  3. Network Issues

    • Check mobile data or WiFi connection
    • Try switching between networks
    • Contact mobile carrier if needed

Responsive Design Issues​

Issue: Website not displaying correctly on mobile

Troubleshooting Steps:

  1. Browser Issues

    • Use mobile-optimized browsers
    • Clear browser cache and cookies
    • Try different mobile browsers

  2. Screen Resolution

    • Check device screen resolution
    • Rotate device to test orientation
    • Adjust browser zoom settings

  3. Touch Interface

    • Ensure touch gestures are working
    • Check for touch target sizes
    • Verify scroll and navigation work

Getting Help​

When to Contact Support​

Contact support when:

  • Critical Issues: Platform completely unusable
  • Data Loss: Important data missing or corrupted
  • Security Concerns: Suspected security breaches
  • Persistent Problems: Issues that persist after troubleshooting
  • Feature Requests: Need for new features or capabilities

Information to Provide​

When contacting support, provide:

  1. Issue Description

    • Clear description of the problem
    • Steps to reproduce the issue
    • Expected vs. actual behavior

  2. System Information

    • Browser type and version
    • Operating system
    • Device information (for mobile issues)

  3. Error Details

    • Error messages and codes
    • Screenshots or screen recordings
    • Console logs (if applicable)

  4. Account Information

    • Username/email (not password)
    • Organization name
    • User role and permissions

Self-Service Resources​

Before contacting support:

  1. Documentation: Check this troubleshooting guide
  2. FAQ Section: Review frequently asked questions
  3. Video Tutorials: Watch instructional videos
  4. Community Forum: Search community discussions
  5. Knowledge Base: Browse knowledge base articles

Support Contact Information​

Email Support: support@canyonvaluation.com Phone Support: 1-800-CANYON-VAL Live Chat: Available during business hours Emergency Support: 24/7 for critical issues

Business Hours: Monday-Friday, 8:00 AM - 6:00 PM EST Response Time: Within 24 hours for non-critical issues Emergency Response: Within 2 hours for critical issues

This troubleshooting guide covers the most common issues you may encounter. For issues not covered here or for persistent problems, please contact our support team for assistance.