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Troubleshooting Guide

This guide covers common issues you might encounter while using Conducky and how to resolve them.

Problem: The sidebar navigation is not visible when logged in.

Causes & Solutions:

  1. Not logged in properly

    • Ensure you're fully logged in by checking if your name appears in the user menu
    • Try logging out and logging back in
    • Clear your browser cache and cookies

  2. No event roles

    • The sidebar only appears when you have roles in at least one event
    • Contact an event administrator to get invited to an event
    • Check your profile to see which events you belong to

  3. Browser compatibility

    • Ensure you're using a modern browser (Chrome, Firefox, Safari, Edge)
    • Disable browser extensions that might interfere with the UI
    • Try using an incognito/private browsing window

Losing Login State When Navigating​

Problem: You get logged out when clicking navigation links.

Solution: This was a known issue that has been fixed. If you're still experiencing this:

  1. Clear browser cache: Old cached JavaScript might be causing the issue
  2. Hard refresh: Press Ctrl+F5 (Windows) or Cmd+Shift+R (Mac) to force reload
  3. Check for mixed content: Ensure you're accessing the site via HTTPS if configured

Missing Navigation Items​

Problem: Expected navigation items are not showing in the sidebar.

Causes & Solutions:

  1. Role-based access: Navigation items are filtered based on your role in each event

    • Reporters only see: Event Dashboard, Submit Incident, My Incidents
    • Responders see: Event Dashboard, All Incidents, Submit Incident, Team (view only)
    • Admins see: Full navigation including Team Management and Event Settings

  2. Event context: Some navigation items only appear when you're in an event context

    • Navigate to an event (e.g., /events/your-event/dashboard) to see event-specific navigation
    • Use the event switcher dropdown to select an event

  3. System Admin vs Event roles: System Admins need explicit event roles to see event navigation

    • System Admin system access is separate from event access
    • Ask an event admin to add you to specific events

Event Switcher Not Showing​

Problem: The event switcher dropdown is not visible.

Causes & Solutions:

  1. Single event user: The switcher only appears when you belong to multiple events
  2. No events: Users with no event roles won't see the switcher
  3. Context-dependent: The switcher may not show in certain contexts (like system admin pages)

Event Dashboard Shows 404 Error​

Problem: Accessing an event dashboard returns a 404 error.

Causes & Solutions:

  1. Incorrect URL format: Ensure you're using the correct URL structure

    • ✅ Correct: /events/event-slug/dashboard
    • ❌ Incorrect: /event/event-slug (old format)

  2. Event doesn't exist: Verify the event slug is correct

  3. No access: Ensure you have a role in the event

  4. Event disabled: The event may have been disabled by a System Admin

Authentication Issues​

Can't Log In​

Problem: Login attempts fail or redirect incorrectly.

Solutions:

  1. Check credentials: Verify email and password are correct
  2. Account exists: Ensure you have an account - try the "Forgot Password" link
  3. Browser issues: Clear cookies and cache, try incognito mode
  4. Server issues: Check if the backend server is running (for local development)

Redirected to Wrong Page After Login​

Problem: After login, you're not taken to the expected page.

Expected Behavior:

  • First-time users: Global dashboard (/dashboard)
  • Single event users: That event's dashboard
  • Multi-event users: Global dashboard showing all events
  • System Admins: System admin dashboard (/admin/dashboard)

Solutions:

  1. Manual navigation: Use the sidebar to navigate to your desired location
  2. Check roles: Verify your roles in the profile section
  3. Clear cache: Browser cache might have old redirect logic

Session Expires Quickly​

Problem: You get logged out frequently.

Solutions:

  1. Check session configuration: Ensure SESSION_SECRET is set properly (for administrators)
  2. Browser settings: Ensure cookies are enabled
  3. Network issues: Unstable connections can cause session issues

Event Access Issues​

Can't Access Event​

Problem: You can't view or access a specific event.

Causes & Solutions:

  1. No role in event: You need to be invited to the event

    • Contact the event administrator
    • Check if you have a pending invitation

  2. Event disabled: The event may have been disabled

    • Contact a System Admin if you believe this is an error

  3. Wrong URL: Ensure you're using the correct event slug

    • Check the URL format: /events/[correct-slug]/dashboard

Can't See Event Data​

Problem: You can access the event but can't see incidents, team members, etc.

Solutions:

  1. Check your role: Different roles have different access levels
  2. Event permissions: Some data may be restricted based on your role
  3. Data exists: The event may not have any data yet

Incident Issues​

Can't Submit Incidents​

Problem: Report submission fails or form is not accessible.

Solutions:

  1. Check role: Ensure you have at least Reporter role in the event
  2. Form validation: Check that all required fields are filled correctly
  3. File uploads: Ensure evidence files meet size and type requirements
  4. Network issues: Large file uploads may timeout on slow connections

Can't View Incidents​

Problem: Report lists are empty or specific incidents can't be accessed.

Role-based access:

  • Reporters: Can only see their own incidents
  • Responders: Can see all incidents in the event
  • Admins: Can see all incidents in the event

Solutions:

  1. Check filters: Report lists may have filters applied
  2. Verify role: Ensure you have appropriate access
  3. Incidents exist: The event may not have any incidents yet

Mobile Issues​

Problem: Sidebar or navigation is not functional on mobile devices.

Solutions:

  1. Use swipe gestures: Swipe from the left edge to open the sidebar
  2. Tap the menu button: Look for the hamburger menu icon
  3. Responsive design: Ensure you're using a supported mobile browser
  4. Touch targets: Navigation items are optimized for touch - tap directly on them

Forms Difficult to Use on Mobile​

Problem: Forms are hard to fill out on mobile devices.

Solutions:

  1. Zoom in: Use pinch-to-zoom for better visibility
  2. Rotate device: Some forms work better in landscape mode
  3. Use appropriate keyboards: The system should automatically show the right keyboard type
  4. One field at a time: Focus on one form field at a time

Performance Issues​

Slow Loading​

Problem: Pages load slowly or seem to hang.

Solutions:

  1. Check network: Ensure you have a stable internet connection
  2. Clear cache: Browser cache might be corrupted
  3. Reduce browser load: Close unnecessary tabs and extensions
  4. Server performance: For administrators, check server resources

Images Not Loading​

Problem: Event logos, avatars, or evidence files don't display.

Solutions:

  1. File format: Ensure images are in supported formats (PNG, JPG)
  2. File size: Large files may timeout - try smaller images
  3. Permissions: Ensure you have access to view the content
  4. Network issues: Images may fail to load on slow connections

Getting Help​

Self-Service Options​

  1. Check this guide: Review the relevant sections above
  2. Navigation guide: See the Navigation Guide for detailed navigation help
  3. User roles: Review User Management to understand roles
  4. Event management: See Event Management for event-specific help

Contact Support​

If you can't resolve an issue:

  1. Event-related issues: Contact your event administrator
  2. Account issues: Contact your system administrator
  3. Technical issues: Provide details about:
    • What you were trying to do
    • What happened instead
    • Your browser and device information
    • Any error messages you saw

For Administrators​

If you're an administrator troubleshooting issues:

  1. Check logs: Review backend logs for error messages
  2. Database connectivity: Ensure the database is accessible
  3. Environment variables: Verify all required variables are set
  4. User roles: Check user roles and permissions in the database
  5. Event status: Verify events are enabled and properly configured

Known Issues​

Recently Fixed​

These issues have been resolved in recent updates:

  • ✅ Navigation authentication loss: Fixed issue where clicking navigation links would log users out
  • ✅ Event dashboard 404 errors: Fixed API endpoint mismatches
  • ✅ Missing sidebar in event context: Fixed URL pattern matching for event pages
  • ✅ Profile duplication in navigation: Removed duplicate profile section from sidebar

Current Limitations​

  • Anonymous reporting: Not yet implemented
  • Email notifications: Not yet implemented
  • Bulk operations: Limited bulk actions available
  • Advanced search: Basic search functionality only

If you encounter an issue not covered in this guide, please incident it to your administrator with as much detail as possible.