Troubleshooting Common Issues

Overview

This guide helps you resolve the most common issues encountered in Sila TrueTrends. Follow these step-by-step solutions to quickly get back on track.

Login and Authentication Issues

Cannot Log In

Problem: "Invalid credentials" error

Solutions:

1. Verify you're using the correct email or username
2. Check CAPS LOCK is off
3. Try password reset if unsure
4. Clear browser cookies and cache
5. Try incognito/private browsing mode

Problem: "Account locked" message

Solutions:

1. Wait 30 minutes before retrying
2. Use password reset option
3. Contact support if urgent
4. Check email for unlock instructions

Problem: Login page not loading

Solutions:

1. Check internet connection
2. Clear browser cache (Ctrl+Shift+Delete)
3. Disable browser extensions
4. Try different browser
5. Check if site is blocked by firewall

Password Reset Issues

Problem: Not receiving reset email

Solutions:

1. Check spam/junk folder
2. Verify email address is correct
3. Wait 5-10 minutes
4. Request new reset email
5. Add info@silainsights.com to contacts

Problem: Reset link expired

Solutions:

1. Request new reset email
2. Use link within 24 hours
3. Complete reset in one session
4. Don't use old reset emails

Chat Interface Issues

Chat Not Responding

Problem: No response after sending message

Solutions:

1. Check internet connection
2. Wait 30 seconds for response
3. Refresh the page (F5)
4. Start new conversation
5. Check system status page

Problem: "Error generating response"

Solutions:

1. Try simpler query
2. Remove special characters
3. Shorten your message
4. Clear conversation and retry
5. Try different persona

Message Issues

Problem: Messages not sending

Solutions:

1. Check you pressed Enter or Send
2. Ensure message isn't empty
3. Check internet connection
4. Look for error messages
5. Try shorter message

Problem: Conversation history missing

Solutions:

1. Ensure you're logged in
2. Check Chat History page
3. Verify correct account
4. Clear browser cache
5. Contact support for recovery

Search and Filter Problems

Search Not Working

Problem: No search results

Solutions:

1. Check spelling of search terms
2. Use simpler/broader terms
3. Remove all filters
4. Lower relevance threshold
5. Try synonyms or related terms

Problem: Too many irrelevant results

Solutions:

1. Increase relevance threshold
2. Add more specific terms
3. Use category filters
4. Apply time constraints
5. Remove broad terms

Filter Issues

Problem: Filters not applying

Solutions:

1. Click "Apply" after selecting
2. Ensure filter is highlighted
3. Check for conflicting filters
4. Refresh page and retry
5. Clear all and reapply

Problem: Can't clear filters

Solutions:

1. Click "Clear All" button
2. Refresh the page
3. Manually uncheck each filter
4. Start new search session
5. Clear browser cache

Dashboard and Display Issues

Dashboard Not Loading

Problem: Blank dashboard

Solutions:

1. Wait for full page load
2. Check internet speed
3. Disable ad blockers
4. Clear browser cache
5. Try different browser

Problem: Missing trend cards

Solutions:

1. Check filters aren't too restrictive
2. Verify time period selected
3. Ensure categories selected
4. Lower relevance threshold
5. Remove all filters

Visualization Problems

Problem: Charts not displaying

Solutions:

1. Enable JavaScript
2. Update browser
3. Disable browser extensions
4. Check browser console for errors
5. Try different view mode

Problem: Data looks incorrect

Solutions:

1. Check selected time period
2. Verify filters applied
3. Refresh data (refresh icon)
4. Clear cache and reload
5. Report to support if persists

Performance Issues

Slow Loading

Problem: Pages load slowly

Solutions:

1. Check internet speed
2. Close unnecessary tabs
3. Clear browser cache
4. Disable extensions
5. Try wired connection
6. Reduce items per page

Problem: Interface lag/freezing

Solutions:

1. Update browser to latest
2. Close other applications
3. Restart browser
4. Check CPU/memory usage
5. Disable hardware acceleration

Browser Compatibility

Problem: Features not working correctly

Supported Browsers:

• Chrome 90+
• Firefox 88+
• Safari 14+
• Edge 90+

Solutions:

1. Update browser
2. Try recommended browser
3. Clear all browser data
4. Disable compatibility mode
5. Check JavaScript enabled

Data and Export Issues

Export Problems

Problem: Export failing

Solutions:

1. Try smaller data selection
2. Check popup blocker
3. Ensure stable connection
4. Try different format (PDF/CSV)
5. Use different browser

Problem: Exported data incomplete

Solutions:

1. Check all filters before export
2. Verify date range
3. Ensure all data loaded
4. Try exporting in batches
5. Use API if available

Data Accuracy

Problem: Outdated information

Solutions:

1. Refresh the page
2. Clear cache
3. Check last updated timestamp
4. Log out and back in
5. Contact support for sync

Mobile-Specific Issues

Mobile Browser Problems

Problem: Layout broken on mobile

Solutions:

1. Use mobile browser (not desktop mode)
2. Update mobile browser
3. Clear mobile browser cache
4. Try landscape orientation
5. Use mobile app if available

Problem: Touch controls not working

Solutions:

1. Ensure clean screen
2. Remove screen protector temporarily
3. Restart mobile browser
4. Check for browser updates
5. Try different mobile browser

Account and Settings Issues

Profile Problems

Problem: Can't update profile

Solutions:

1. Check all required fields
2. Ensure valid email format
3. Try shorter input values
4. Remove special characters
5. Save one change at a time

Problem: Settings not saving

Solutions:

1. Click Save explicitly
2. Wait for confirmation
3. Don't navigate away quickly
4. Check for validation errors
5. Try different browser

Error Messages Guide

Common Error Codes

Error 400 - Bad Request

• Check your input data
• Remove special characters
• Verify required fields

Error 401 - Unauthorized

• Log in again
• Check session hasn't expired
• Verify account permissions

Error 403 - Forbidden

• Check account access level
• Verify feature availability
• Contact admin for access

Error 404 - Not Found

• Check URL is correct
• Content may be deleted
• Try navigating from home

Error 500 - Server Error

• Wait and retry
• Report to support
• Try different action

Error 503 - Service Unavailable

• System maintenance
• High traffic
• Try again later

Getting Help

Self-Help Resources

1. Check this troubleshooting guide
2. Review FAQs
3. Search help documentation
4. Watch video tutorials
5. Check system status

Contacting Support

Information to Provide

• Your username/email
• Browser and version
• Operating system
• Screenshot of error
• Steps to reproduce
• Time issue occurred

Support Channels

• Live chat (Tawk.to widget)
• Email: info@silainsights.com
• Help ticket system
• Community forums

Emergency Issues

For urgent issues affecting work:

1. Use live chat for fastest response
2. Mark ticket as "Urgent"
3. Include business impact
4. Provide contact number
5. Follow up if no response in 2 hours

Related Guides

• FAQs
• Browser Setup
• Performance Optimization
• Error Recovery