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Troubleshooting

Solutions to common issues you might encounter.

Login Issues​

Can't Log In​

Problem: Unable to access your account

Solutions:

  1. Verify your email address is correct
  2. Check your password (case-sensitive)
  3. Try the "Forgot Password?" link
  4. Clear browser cache and cookies
  5. Try a different browser
  6. Contact your administrator

Account Locked​

Problem: Too many failed login attempts

Solutions:

  1. Wait 15 minutes before trying again
  2. Contact your administrator to unlock immediately

Recognition Issues​

Can't Create Recognition​

Problem: Unable to post a recognition

Solutions:

  1. Check that you have points remaining in your allowance
  2. Verify all required fields are filled
  3. Ensure recipient is an active user
  4. Check your internet connection
  5. Try refreshing the page

Recognition Not Appearing​

Problem: Posted recognition doesn't show in feed

Solutions:

  1. Refresh the page
  2. Check if you're viewing the correct feed filter
  3. Wait a few moments for processing
  4. Contact administrator if issue persists

Attachment Upload Fails​

Problem: Can't upload images, videos, or documents

Solutions:

  1. Check file size (images: 10MB, videos: 50MB, documents: 20MB)
  2. Verify file format is supported
  3. Try a smaller file
  4. Check internet connection
  5. Try a different file format

Points & Rewards​

Points Not Updating​

Problem: Point balance not reflecting recent activity

Solutions:

  1. Refresh the page
  2. Log out and log back in
  3. Wait a few minutes for processing
  4. Contact administrator if discrepancy persists

Can't Redeem Reward​

Problem: Unable to complete reward redemption

Solutions:

  1. Verify you have enough points
  2. Check if reward is in stock
  3. Ensure you've completed all required fields
  4. Try a different reward
  5. Contact administrator

Reward Not Received​

Problem: Redeemed reward hasn't arrived

Solutions:

  1. Check redemption confirmation email
  2. Verify delivery address
  3. Check spam folder for digital rewards
  4. Allow 2-4 weeks for physical rewards
  5. Contact administrator after expected delivery time

Quest Issues​

Quest Not Completing​

Problem: Completed quest objective but quest not marked complete

Solutions:

  1. Refresh the page
  2. Verify you've met all requirements
  3. Check quest expiration date
  4. Log out and log back in
  5. Contact administrator

Can't Claim Quest Reward​

Problem: Unable to claim completed quest reward

Solutions:

  1. Ensure quest is fully completed
  2. Check if reward was already claimed
  3. Refresh the page
  4. Contact administrator

Profile Issues​

Can't Upload Profile Picture​

Problem: Profile picture upload fails

Solutions:

  1. Check file size (max 5MB)
  2. Use JPG or PNG format
  3. Try a smaller image
  4. Clear browser cache
  5. Try a different browser

Profile Changes Not Saving​

Problem: Updates to profile don't persist

Solutions:

  1. Click "Save" button after changes
  2. Check internet connection
  3. Refresh and try again
  4. Clear browser cache
  5. Try a different browser

Notification Issues​

Not Receiving Notifications​

Problem: Missing email or push notifications

Solutions:

  1. Check notification settings in your profile
  2. Verify email address is correct
  3. Check spam/junk folder
  4. Enable browser notifications
  5. Check notification preferences

Too Many Notifications​

Problem: Receiving excessive notifications

Solutions:

  1. Adjust notification settings
  2. Switch to daily digest mode
  3. Disable specific notification types
  4. Enable quiet hours

Performance Issues​

Slow Loading​

Problem: Platform loads slowly

Solutions:

  1. Check internet connection
  2. Clear browser cache
  3. Close unnecessary browser tabs
  4. Try a different browser
  5. Disable browser extensions temporarily

Page Not Responding​

Problem: Platform becomes unresponsive

Solutions:

  1. Refresh the page
  2. Clear browser cache
  3. Try incognito/private mode
  4. Restart your browser
  5. Try a different device

Mobile Issues​

Mobile Display Problems​

Problem: Platform doesn't display correctly on mobile

Solutions:

  1. Update your mobile browser
  2. Try a different browser app
  3. Clear browser cache
  4. Check for OS updates
  5. Try desktop mode temporarily

Touch Gestures Not Working​

Problem: Can't interact with elements on mobile

Solutions:

  1. Refresh the page
  2. Clear browser cache
  3. Try a different browser
  4. Restart your device

Browser Compatibility​

Supported Browsers​

The platform works best on:

  • Chrome (latest version)
  • Firefox (latest version)
  • Safari (latest version)
  • Edge (latest version)

Unsupported Browsers​

If using an older browser:

  1. Update to the latest version
  2. Switch to a supported browser
  3. Contact IT for assistance

Data & Sync Issues​

Data Not Syncing​

Problem: Changes on one device don't appear on another

Solutions:

  1. Refresh both devices
  2. Log out and back in
  3. Check internet connection
  4. Wait a few minutes for sync
  5. Clear cache on both devices

Error Messages​

"Insufficient Points"​

Solution: You don't have enough points in your allowance. Wait for next month's allocation or use fewer points.

"User Not Found"​

Solution: The recipient may be inactive or doesn't exist. Check spelling or contact administrator.

"Session Expired"​

Solution: Log out and log back in to refresh your session.

"Network Error"​

Solution: Check your internet connection and try again.

Getting Additional Help​

If these solutions don't resolve your issue:

  1. Document the problem:

    • What were you trying to do?
    • What happened instead?
    • Any error messages?
    • Screenshots if possible

  2. Contact support:

    • Technical issues: IT support
    • Platform questions: System administrator
    • Account issues: HR department

  3. Provide details:

    • Your username/email
    • Browser and version
    • Device type
    • Steps to reproduce the issue

Still experiencing issues? Contact your system administrator with the details above.