Common Issues
This guide addresses frequently encountered issues in the EduDesk system and provides step-by-step solutions for resolving them.
Login Issues
Cannot Log In
Symptoms:
Error message when attempting to log in
Credentials are rejected
Login page refreshes without logging in
Solutions:
Verify credentials:
Ensure you're using the correct email address
Check for caps lock and typing errors in your password
Try the "Forgot Password" option to reset your password
Browser issues:
Clear browser cache and cookies
Try using a different browser
Disable browser extensions that might interfere
Account status:
Your account may be deactivated - contact your administrator
Check if your school's subscription is active
Verify your email has been verified (for new accounts)
Session Timeouts
Symptoms:
Frequent logouts while working
"Session expired" messages
Solutions:
Check session settings:
Administrators can extend session timeout in System Settings
Avoid inactivity for extended periods
Browser settings:
Ensure cookies are enabled
Check if your browser is set to clear cookies on exit
Network issues:
Unstable network connections can cause session problems
Try a more stable connection
Ticket Management Issues
Cannot Create Tickets
Symptoms:
Error message when submitting a ticket
Submit button doesn't respond
Form resets without creating a ticket
Solutions:
Required fields:
Ensure all required fields are completed
Check for character limits in description fields
Attachment issues:
Verify attachment size is under the limit (typically 10MB)
Ensure file type is supported
Try submitting without attachments first
Permission issues:
Verify you have permission to create tickets
Check if your account is properly configured
Missing Tickets
Symptoms:
Previously visible tickets no longer appear
Ticket count doesn't match visible tickets
Solutions:
Filter settings:
Check active filters in the ticket view
Reset all filters using the "Clear Filters" button
Verify search terms aren't limiting results
View permissions:
You may only have permission to view certain tickets
Contact your administrator if you should have access
Archiving:
Tickets may have been archived
Check the "Archived" section if available
Adjust date range filters to include older tickets
Notification Problems
Symptoms:
Not receiving email notifications for ticket updates
Missing in-app notifications
Solutions:
Email settings:
Check your spam/junk folder
Verify your email address is correct in your profile
Add support@edudesk.org to your safe senders list
Notification preferences:
Check your notification settings in your profile
Ensure notifications are enabled for relevant events
System configuration:
Administrators should verify email server settings
Check if notification services are running properly
Performance Issues
Slow Loading Times
Symptoms:
Pages take a long time to load
System feels sluggish
Timeout errors
Solutions:
Browser optimization:
Clear browser cache and cookies
Close unnecessary tabs and applications
Update your browser to the latest version
Connection issues:
Test your internet connection speed
Try a different network if possible
Check if other websites are also slow
System load:
The system may be experiencing high traffic
Try again during off-peak hours
Contact support if the issue persists
Search Not Working Properly
Symptoms:
Search returns no results for known items
Unexpected or irrelevant search results
Search function is slow or times out
Solutions:
Search techniques:
Use simpler search terms
Try different keywords
Use filters instead of search for more specific results
Index issues:
Administrators may need to rebuild search indexes
Recently added items may not be indexed yet
Permission filters:
Search only returns results you have permission to view
Verify your access permissions with an administrator
File and Attachment Issues
Cannot Upload Files
Symptoms:
Error message when uploading attachments
Upload progress stalls
Files appear to upload but aren't saved
Solutions:
File size:
Ensure files are under the size limit (typically 10MB)
Compress large files before uploading
Split very large files into smaller parts
File type:
Check that the file type is supported
Rename files with correct extensions
Convert files to a more common format if needed
Storage limits:
Your school may have reached its storage limit
Administrators should check storage usage in Subscription Settings
Consider removing unnecessary attachments
Cannot View Attachments
Symptoms:
Attachments appear in the ticket but won't open
Download fails or results in corrupted files
Attachment links return errors
Solutions:
Browser settings:
Ensure pop-up blockers aren't preventing downloads
Check if your browser is blocking downloads
Try a different browser
File corruption:
The file may have been corrupted during upload
Ask the uploader to send the file again
Try downloading on a different device
Permission issues:
Verify you have permission to view attachments
Some file types may be restricted by your organization
Knowledge Base Issues
Cannot Find Articles
Symptoms:
Known articles don't appear in search results
Category navigation doesn't show expected articles
Recently created articles are missing
Solutions:
Search techniques:
Use different keywords
Browse by category instead of searching
Check spelling of search terms
Article visibility:
Articles may be set to private or internal only
Check if the article has been published
Verify you have permission to view the article
Indexing delays:
New articles may take time to appear in search
Administrators may need to rebuild the knowledge base index
Cannot Create or Edit Articles
Symptoms:
Error message when saving articles
Editor doesn't load properly
Changes don't persist after saving
Solutions:
Permission issues:
Verify you have permission to create/edit articles
Some categories may have restricted editing rights
Content issues:
Check for character limits in titles or content
Remove any special characters or formatting that might cause issues
Try saving with simpler formatting first
Browser compatibility:
The editor may have issues with certain browsers
Try a different browser
Update your current browser to the latest version
Reporting Issues
Reports Not Generating
Symptoms:
Error message when running reports
Report generation times out
Empty or incomplete reports
Solutions:
Data volume:
Large date ranges may cause timeouts
Try narrowing the report parameters
Break complex reports into smaller segments
Filter configuration:
Check for conflicting filter settings
Ensure required parameters are completed
Try with minimal filters first, then add more
Permission issues:
Verify you have access to the data being reported
Some report types may require specific permissions
Incorrect Report Data
Symptoms:
Report numbers don't match expected values
Missing data in reports
Inconsistent results between similar reports
Solutions:
Parameter settings:
Verify date ranges are set correctly
Check all filter settings
Ensure the correct categories and fields are selected
Data synchronization:
Recent data may not be reflected immediately
Try running the report again after a few minutes
Check if any data imports or migrations are in progress
Report definition:
The report may not be configured to show what you expect
Consult with an administrator about report definitions
Try a different report type that might better match your needs
Account and Profile Issues
Cannot Update Profile
Symptoms:
Error message when saving profile changes
Changes don't persist after saving
Profile page doesn't load properly
Solutions:
Required fields:
Ensure all required fields are completed
Check for format requirements (e.g., phone numbers)
Permission issues:
Some profile fields may be locked by administrators
Verify you have permission to edit your profile
Browser issues:
Clear browser cache and cookies
Try a different browser
Disable browser extensions that might interfere
Password Reset Problems
Symptoms:
Password reset email never arrives
Reset link doesn't work
New password is rejected
Solutions:
Email delivery:
Check spam/junk folders
Verify your email address is correct in the system
Ask an administrator to check your email in the system
Link expiration:
Reset links typically expire after 24 hours
Request a new reset link if needed
Complete the reset process promptly
Password requirements:
Ensure new password meets complexity requirements
Typically needs 8+ characters, uppercase, lowercase, number, symbol
Cannot be the same as previous passwords
Integration Issues
CORS Issues with Stripe Integration
Symptoms:
Payment processing fails
Console errors mentioning CORS policy
Subscription changes cannot be completed
Solutions:
For End Users:
Clear browser cache and cookies
Try a different browser
Disable browser extensions that might interfere with payments
Contact your administrator to report the issue
For Administrators:
EduDesk uses Netlify Functions to handle Stripe payments
Verify that the Netlify Functions are properly deployed
Check that the environment variables for Stripe are correctly set
Ensure your Stripe account is active and properly configured
Contact support@edudesk.org if issues persist
SSO Login Problems
Symptoms:
"Sign in with Google/Microsoft" doesn't work
Redirected back to login page after SSO attempt
Error message during SSO process
Solutions:
Account linking:
Ensure your SSO email matches your EduDesk account email
Your account may need to be linked by an administrator
Configuration issues:
SSO integration may not be properly configured
Administrators should verify OAuth settings
Browser issues:
Clear browser cache and cookies
Try a different browser
Ensure third-party cookies are enabled
Getting Additional Help
If you've tried the solutions above and still experience issues:
Contact your school's IT administrator
They have additional tools and permissions to help
They can escalate issues to EduDesk support if needed
Check the Knowledge Base
Search for more specific troubleshooting articles
New solutions are added regularly
Contact EduDesk Support
Email: support@edudesk.org
Include detailed information about the issue
Mention troubleshooting steps you've already tried
Provide screenshots if possible