Common Issues

Login and Authentication Issues

Password Problems

• Forgotten Password: Use "Forgot Password" link on login page
• Password Requirements: Ensure password meets complexity requirements
• Account Locked: Contact IT support if account is locked
• Session Expired: Log out and log back in to refresh session

Login Failures

• Check Credentials: Verify username and password are correct
• Browser Issues: Clear browser cache and cookies
• Internet Connection: Verify stable internet connection
• System Maintenance: Check if system is under maintenance

Permission Issues

• Access Denied: Contact manager to verify appropriate permissions
• Feature Not Visible: Check if you have required permissions
• Permission Changes: Allow time for permission updates to take effect
• Role Verification: Confirm your role matches expected access level

Form and Request Issues

Form Submission Problems

• Required Fields: Ensure all required fields are completed
• File Upload Issues: Check file size and format requirements
• Network Timeouts: Refresh page and retry submission
• Validation Errors: Address all validation messages before submitting

Request Status Confusion

• Processing Time: Allow reasonable time for request processing
• Status Updates: Check Requests section for current status

PTO Balance Issues

• Balance Discrepancies: Compare with ADP system for accurate balance
• Insufficient Balance: Request may convert to unpaid leave
• Balance Updates: Allow time for balance updates after approvals
• Accrual Questions: Contact HR for PTO accrual policy clarification

Technical Issues

Performance Problems

• Slow Loading: Check internet connection speed
• Browser Compatibility: Use supported browser versions
• Cache Issues: Clear browser cache and cookies
• Memory Issues: Close unnecessary browser tabs

File Upload Problems

• File Size Limits: Maximum 10MB per file
• Supported Formats: Use supported file types only
• Network Issues: Retry upload with stable connection
• File Corruption: Verify file integrity before upload

Display Issues

• Mobile Layout: Ensure using mobile-optimized view
• Screen Resolution: Use minimum 1024x768 resolution
• Browser Zoom: Reset browser zoom to 100%
• Styling Issues: Update browser to latest version

Training and Content Issues

Training Access Problems

• Module Not Visible: Check if training is assigned to your department
• Permission Issues: Verify training access permissions
• Content Loading: Allow time for large files to load
• Progress Lost: Contact IT support for progress recovery

Content Playback Issues

• Video Problems: Ensure browser supports video playback
• Audio Issues: Check device audio settings
• File Format: Verify file format compatibility
• Download Issues: Check internet connection and retry

System Outages

• Planned Maintenance: Check announcements for scheduled maintenance
• Unplanned Outages: Contact IT support for system status
• Backup Procedures: Follow manual backup procedures during outages
• Recovery Time: Most issues resolved within 2-4 hours

Data Loss Prevention

• Regular Backups: System performs automatic backups
• Data Recovery: IT support can assist with data recovery
• Prevention Tips: Save work frequently and verify submissions
• Backup Contacts: Maintain backup contact methods

Security Incidents

• Suspicious Activity: Report immediately to IT support
• Password Compromise: Change password immediately
• Data Breach: Follow company incident response procedures
• Account Security: Monitor account for unusual activity