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Troubleshooting

Common issues and their solutions to help you resolve problems quickly.

Login Issues​

Cannot Log In​

Problem: Unable to log in with correct credentials

Solutions:

  1. Check Caps Lock: Ensure Caps Lock is off
  2. Verify Email: Confirm you're using the correct email
  3. Reset Password: Use "Forgot Password" link
  4. Clear Browser Data: Clear cookies and cache
  5. Try Incognito: Test in private/incognito mode
  6. Different Browser: Try Chrome, Firefox, or Edge

Data Loading Issues​

Dashboard Not Loading​

Problem: Dashboard remains blank or shows loading spinner

Solutions:

  1. Refresh Page: Press F5 or Ctrl+R / Cmd+R
  2. Check Internet: Verify your connection
  3. Clear Cache: Clear browser cache
  4. Disable Extensions: Temporarily disable browser extensions
  5. Try Again Later: May be temporary server issue

Slow Loading Times​

Problem: Pages load very slowly

Solutions:

  1. Check Internet Speed: Test your connection
  2. Clear Cache: Remove temporary files
  3. Reduce Date Range: Use shorter time periods for charts
  4. Close Other Tabs: Free up browser resources
  5. Check System Health: View performance metrics
  6. Try Different Network: Test on different connection

Display Issues​

Broken Layout​

Problem: Page layout appears broken or misaligned

Solutions:

  1. Clear Cache: Remove cached CSS/JS files
  2. Hard Refresh: Ctrl+Shift+R / Cmd+Shift+R
  3. Update Browser: Ensure browser is up to date
  4. Zoom Level: Reset browser zoom to 100%
  5. Try Different Browser: Test in another browser

Performance Issues​

High CPU/Memory Usage​

Problem: Browser uses excessive resources

Solutions:

  1. Close Unused Tabs: Keep only necessary tabs open
  2. Clear Cache: Remove temporary data
  3. Restart Browser: Fresh start
  4. Disable Extensions: Remove unused extensions
  5. Update Browser: Install latest version

Browser Freezing​

Problem: Browser becomes unresponsive

Solutions:

  1. Close Heavy Tabs: Close resource-intensive tabs
  2. Reduce Data: Use filters to limit displayed data
  3. Clear Cache: Free up memory
  4. Restart Browser: Fresh start
  5. Check System Resources: Ensure adequate RAM/CPU

Mobile Issues​

Mobile App Not Working​

Problem: Issues on mobile device

Solutions:

  1. Update Browser: Use latest mobile browser
  2. Clear App Data: Clear browser data
  3. Check Connection: Verify mobile data/WiFi
  4. Try Desktop Mode: Request desktop site
  5. Use Recommended Browser: Chrome (Android) or Safari (iOS)

Touch Gestures Not Working​

Problem: Swipes or taps don't respond

Solutions:

  1. Reload Page: Refresh the page
  2. Check Touch: Test touch screen elsewhere
  3. Remove Screen Protector: May interfere with touch
  4. Update OS: Ensure mobile OS is current

Chrome Issues​

  1. Clear Site Data: Settings → Privacy → Clear browsing data
  2. Disable Extensions: Test with extensions off
  3. Reset Settings: Advanced → Reset settings

Firefox Issues​

  1. Clear Cookies: Options → Privacy → Clear Data
  2. Refresh Firefox: Help → Troubleshooting → Refresh
  3. Disable Tracking Protection: May block features

Safari Issues​

  1. Clear Website Data: Safari → Clear History
  2. Allow Cookies: Preferences → Privacy
  3. Disable Intelligent Tracking: Preferences → Privacy

Edge Issues​

  1. Clear Browse Data: Settings → Privacy
  2. Reset Settings: Settings → Reset settings
  3. Disable Tracking Prevention: May block features

Error Messages​

"Unauthorized" or "Forbidden"​

Cause: Permission or authentication issue

Solutions:

  1. Log out and log in again
  2. Check your role and permissions
  3. Contact admin for access
  4. Clear browser cookies

"Network Error" or "Failed to Fetch"​

Cause: Connection or server issue

Solutions:

  1. Check internet connection
  2. Try refreshing the page
  3. Contact support if persists

Still Need Help?​

Before Contacting Support​

Gather this information:

  1. What happened: Describe the issue
  2. When: Date and time of the issue
  3. Where: Which page/feature
  4. What you tried: Troubleshooting steps taken
  5. Screenshots: Capture error messages
  6. Browser: Browser name and version
  7. Account: Your account email

Contact Support​

Email: support@iconnectsa.co.za

Include:

  • Detailed description
  • Screenshots of error
  • Browser/device information
  • Your account email

Phone: +27 10 271 0100

Available: Monday-Friday, 8:00 AM - 5:00 PM SAST

WhatsApp: wa.me/27102710100

Quick support via WhatsApp

Next Steps​