Troubleshooting

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Common Issues & Solutions

Issue: Cannot Log In

Symptoms:

• “Invalid username or password” error
• Account locked message
• Two-factor authentication not working

Solutions:

1. Check Credentials:
   • Verify you’re using the correct email address
   • Ensure Caps Lock is off
   • Try typing password in a text editor, then copy/paste
2. Reset Password:
   • Click “Forgot Password?”
   • Follow email instructions
   • Create new password meeting requirements
3. Account Locked:
   • Contact your administrator
   • Provide your email address
   • Administrator will unlock your account
4. Two-Factor Issues:
   • Ensure authenticator app time is synced
   • Try regenerating code
   • Contact administrator to reset MFA

Issue: Page Not Loading or Slow Performance

Symptoms:

• Blank pages
• Infinite loading spinners
• Slow response times

Solutions:

1. Check Internet Connection:
   • Verify you’re connected
   • Test other websites
   • Reload page (Ctrl+R / Cmd+R)
2. Clear Browser Cache:
   • Chrome: Settings > Privacy > Clear browsing data
   • Select “Cached images and files”
   • Click “Clear data”
   • Reload the page
3. Try Incognito/Private Mode:
   • Open incognito window (Ctrl+Shift+N / Cmd+Shift+N)
   • Log in again
   • Check if issue persists
4. Update Browser:
   • Ensure latest browser version
   • Chrome: Settings > About Chrome
   • Browser will auto-update
5. Try Different Browser:
   • Test in Chrome, Firefox, or Edge
   • If works in another browser, clear cache in original

Issue: Data Not Updating

Symptoms:

• Juror counts don’t reflect recent actions
• Table data is stale
• Metrics not changing

Solutions:

1. Refresh the Page:
   • Click browser refresh
   • Or press Ctrl+R / Cmd+R
2. Check for Errors:
   • Open browser console (F12)
   • Look for red error messages
   • Screenshot and send to support
3. Verify Action Completed:
   • Check for success message
   • If no success message, retry operation

Issue: Cannot Upload CSV

Symptoms:

• “Invalid file format” error
• Upload fails silently
• Preview shows no data

Solutions:

1. Verify File Format:
   • Ensure file is .csv (not .xlsx or .xls)
   • Open in text editor to verify comma-separated format
2. Check Column Names:
   • Required: first_name, last_name, email
   • Column names are case-sensitive
   • Use underscores, not spaces
3. Remove Special Characters:
   • Avoid special characters in data fields
   • Use standard ASCII characters
   • Remove leading/trailing spaces
4. Test with Smaller File:
   • Try uploading just 5-10 rows
   • If successful, issue may be file size
5. Use UTF-8 Encoding:
   • Save CSV with UTF-8 encoding
   • In Excel: File > Save As > CSV UTF-8

Issue: Email Notifications Not Sending

Symptoms:

• Jurors not receiving summons
• Password reset emails not arriving
• No document ready notifications

Solutions:

1. Check Spam/Junk Folder:
   • Emails may be filtered as spam
   • Whitelist sender
   • Add to safe senders list
2. Verify Email Address:
   • Check for typos
   • Ensure email is valid and active
   • Test with different email address
3. Wait a Few Minutes:
   • Email delivery can take 5-10 minutes
   • Check again after waiting
4. Contact Support:
   • If emails consistently don’t arrive
   • Provide juror ID and email address
   • Support can check email logs

Issue: Document Generation Fails

Symptoms:

• “Document generation failed” error
• Notification never appears
• Download link doesn’t work

Solutions:

1. Retry Generation:
   • Click document type again
   • Wait for new notification
2. Check Juror Data:
   • Ensure jurors have required data
   • Missing data may cause failure
3. Clear Notifications:
   • Clear old notifications
   • Try generating again
4. Contact Support:
   • If repeatedly fails
   • Provide court date ID and document type

Issue: Call Center Not Connecting

Symptoms:

• Cannot accept calls
• No audio during call
• Status stuck on “Connecting”

Solutions:

1. Check Browser Permissions:
   • Allow microphone access
   • Chrome: Settings > Privacy > Site Settings > Microphone
   • Reload the page
2. Test Microphone:
   • Ensure microphone is working
   • Test in another application
   • Check system sound settings
3. Check Internet Connection:
   • Requires stable internet
   • Minimum speed: 1 Mbps upload/download
   • Test at speedtest.net
4. Disable Browser Extensions:
   • Ad blockers may interfere
   • Disable extensions temporarily
   • Try call again
5. Try Different Browser:
   • Chrome recommended
   • Ensure browser is up to date
6. Contact Support:
   • Provide browser type and version

Browser Compatibility

Supported Browsers

• Google Chrome: Version 90+ (Recommended)
• Mozilla Firefox: Version 88+
• Microsoft Edge: Version 90+
• Safari: Version 14+

Not Supported

• Internet Explorer (all versions)
• Opera Mini
• Older mobile browsers

Recommendation:

• Use latest version of Google Chrome
• Enable automatic browser updates

Getting Help

If you encounter an issue not covered here:

Contact Support:

• Email support team
• Call during business hours
• Provide detailed information

When Contacting Support:

1. Your name and email
2. Description of the issue
3. Steps to reproduce
4. Screenshot of error (if applicable)
5. Browser type and version
6. Operating system

Response Time:

• Urgent issues: Within 2 hours
• Normal priority: Within 1 business day

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Related Topics:

• Getting Started
• Logging In
• Call Center Operations

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