Skip to content

Troubleshooting Guide

This guide helps you resolve common issues with faneX-ID. If you can't find a solution here, contact your IT administrator.

Common Issues

Login Problems

Cannot Log In

Symptoms: - Login page shows error message - Credentials are rejected - Account appears locked

Solutions:

  1. Verify Credentials:
  2. Check username and password are correct
  3. Ensure Caps Lock is off

  4. Try typing password in a text editor to verify

  5. Password Reset:

  6. Click "Forgot Password" on login page
  7. Check email for reset link

  8. Follow password reset instructions

  9. Account Locked:

  10. Wait 15 minutes (automatic unlock)
  11. Contact IT administrator to unlock account

  12. Review security settings after unlock

  13. Browser Issues:

  14. Clear browser cache and cookies
  15. Try incognito/private browsing mode
  16. Try different browser
  17. Disable browser extensions temporarily

Two-Factor Authentication Issues

Symptoms: - 2FA code not working - Lost access to 2FA device - Backup codes not working

Solutions:

  1. Code Not Working:
  2. Ensure device time is synchronized
  3. Wait for new code (codes refresh every 30 seconds)

  4. Check if code has expired

  5. Lost Device:

  6. Use backup codes if available
  7. Contact IT administrator for account recovery

  8. Re-enable 2FA with new device after recovery

  9. Backup Codes:

  10. Each code can only be used once
  11. Ensure you're using unused backup codes
  12. Generate new backup codes after using all

Dashboard Issues

Dashboard Not Loading

Symptoms: - Blank screen - Loading spinner never completes - Error messages appear

Solutions:

  1. Check Network Connection:
  2. Verify internet connectivity
  3. Check if other websites load

  4. Try different network (mobile hotspot)

  5. Browser Console Errors:

  6. Open browser developer tools (F12)
  7. Check Console tab for errors

  8. Report errors to IT administrator

  9. Clear Browser Data:

  10. Clear cache and cookies
  11. Clear local storage

  12. Restart browser

  13. System Status:

  14. Check if system is in maintenance mode
  15. Verify system is online
  16. Contact IT administrator if system is down

Data Not Updating

Symptoms: - Employee list not refreshing - Recent changes not visible - Stale data displayed

Solutions:

  1. Refresh Page:
  2. Hard refresh (Ctrl+F5 or Cmd+Shift+R)
  3. Clear browser cache

  4. Reload page

  5. Check Sync Status:

  6. Go to Admin panel (if you have access)
  7. Check last sync time

  8. Manually trigger sync if needed

  9. Browser Cache:

  10. Disable cache in developer tools
  11. Use incognito mode
  12. Clear all browsing data

Integration Issues

Integration Not Working

Symptoms: - Integration shows error status - Actions fail - No data from integration

Solutions:

  1. Check Integration Status:
  2. Go to Integrations page
  3. Review integration status

  4. Check error messages

  5. Verify Configuration:

  6. Review integration settings
  7. Check credentials are valid

  8. Verify required permissions

  9. Test Connection:

  10. Use integration test feature
  11. Check logs for errors

  12. Contact integration administrator

  13. Re-authenticate:

  14. Re-enter credentials
  15. Re-authorize OAuth connections
  16. Check token expiration

Integration Timeout

Symptoms: - Integration takes too long - Requests timeout - No response from integration

Solutions:

  1. Check Network:
  2. Verify network connectivity
  3. Check firewall settings

  4. Test connection to integration service

  5. Review Logs:

  6. Check integration logs
  7. Look for timeout errors

  8. Review error details

  9. Contact Support:

  10. Report issue to IT administrator
  11. Provide error logs
  12. Include timestamp of issue

Workflow Issues

Workflow Not Executing

Symptoms: - Workflow doesn't run - No execution history - Workflow shows error

Solutions:

  1. Check Workflow Status:
  2. Verify workflow is enabled
  3. Check trigger conditions

  4. Review workflow configuration

  5. Verify Triggers:

  6. Ensure trigger conditions are met
  7. Check trigger timing

  8. Review trigger logs

  9. Check Permissions:

  10. Verify user has required permissions
  11. Check integration access
  12. Review role assignments

Workflow Errors

Symptoms: - Workflow execution fails - Error messages in history - Partial execution

Solutions:

  1. Review Error Messages:
  2. Check workflow execution history
  3. Read error details

  4. Identify failing step

  5. Verify Integration Status:

  6. Ensure all integrations are active
  7. Check integration credentials

  8. Verify integration permissions

  9. Test Workflow Steps:

  10. Test each step individually
  11. Verify data format
  12. Check required fields

Performance Issues

Slow Loading

Symptoms: - Pages load slowly - Actions take time - Timeout errors

Solutions:

  1. Check System Resources:
  2. Verify server status
  3. Check system load

  4. Review resource usage

  5. Optimize Browser:

  6. Close unnecessary tabs
  7. Disable browser extensions

  8. Clear browser cache

  9. Network Optimization:

  10. Check network speed
  11. Use wired connection if possible
  12. Avoid peak usage times

High Memory Usage

Symptoms: - Browser becomes slow - System freezes - Out of memory errors

Solutions:

  1. Close Unused Tabs:
  2. Close unnecessary browser tabs
  3. Restart browser periodically

  4. Use browser task manager

  5. Clear Browser Data:

  6. Clear cache regularly
  7. Remove unused extensions
  8. Reset browser if needed

Advanced Troubleshooting

Browser Developer Tools

Use browser developer tools to diagnose issues:

  1. Open Developer Tools:
  2. Press F12 or right-click → Inspect
  3. Go to Console tab for errors

  4. Check Network tab for failed requests

  5. Check Console Errors:

  6. Look for red error messages
  7. Note error details

  8. Take screenshots

  9. Network Tab:

  10. Check failed requests (red)
  11. Review request/response details
  12. Check status codes

System Logs

If you have access to system logs:

  1. Access Logs:
  2. Go to Admin panel
  3. Navigate to Logs section

  4. Filter by date/time

  5. Review Logs:

  6. Look for error entries
  7. Check warning messages

  8. Review recent activity

  9. Export Logs:

  10. Export relevant log entries
  11. Include timestamp
  12. Share with IT administrator

Contacting Support

When contacting support, provide:

  1. Problem Description:
  2. What were you trying to do?
  3. What happened instead?

  4. When did it occur?

  5. Error Messages:

  6. Screenshot of error
  7. Copy error text

  8. Include error codes

  9. System Information:

  10. Browser and version
  11. Operating system

  12. faneX-ID version

  13. Steps to Reproduce:

  14. Detailed steps
  15. Expected vs actual behavior
  16. Frequency of issue

Prevention Tips

  1. Keep Browser Updated: Use latest browser version
  2. Clear Cache Regularly: Prevent stale data issues
  3. Use Supported Browsers: Chrome, Firefox, Edge, Safari
  4. Check System Status: Verify system is online
  5. Report Issues Early: Don't wait for problems to escalate

Getting Additional Help

  • Documentation: Review comprehensive guides
  • IT Administrator: Contact for account/system issues
  • Community Forum: Connect with other users
  • Issue Tracker: Report bugs and request features

Still having issues? Contact your IT administrator with the information above for faster resolution.