Troubleshooting Guide

Solutions to common issues and problems you might encounter while using the platform

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Login Issues

Common Login Problems

If you're having trouble logging into the platform, try these solutions:

Possible Causes:
  • Incorrect email address or password
  • Account has been deactivated
  • Password has expired
  • Account locked due to multiple failed attempts
Solutions:
  1. Double-check your email address and password
  2. Use the "Forgot Password" feature to reset your password
  3. Contact your administrator if account is locked
  4. Wait 15 minutes if account is temporarily locked

What to do:
  1. Wait 15-30 minutes for automatic unlock
  2. Contact your system administrator
  3. Use the "Forgot Password" feature
  4. Check your email for unlock instructions

Check these:
  • Verify the correct URL: https://chosenpathinnovations.com/
  • Check your internet connection
  • Try a different browser
  • Clear browser cache and cookies
  • Check if the platform is under maintenance

Access Problems

Permission and Access Issues

If you can log in but can't access certain features or modules:

Module Not Visible

Can't see a module in your dashboard

  • Check if module is enabled for your company
  • Verify your role has access to the module
  • Contact your administrator
Permission Denied

Getting "Access Denied" messages

  • Check your user role permissions
  • Verify you're in the correct department
  • Request access from administrator
Account Deactivated

Account shows as inactive

  • Contact your administrator
  • Check if subscription is active
  • Verify account hasn't expired
Session Expired

Automatically logged out

  • Log in again with your credentials
  • Check session timeout settings
  • Enable "Remember Me" if available

Module Issues

Problems with Specific Modules

Common issues you might encounter with different modules:

Common HRM Problems:
  • Can't submit leave request: Check if leave balance is available
  • Pay Statement not showing: Verify payroll period and permissions
  • Attendance not recording: Check time zone settings
  • Profile update failed: Verify required fields are completed

Common QMS Problems:
  • Incident report not saving: Check required fields and file size limits
  • Hazard assessment form error: Verify all mandatory fields are completed
  • Reports not loading: Check data permissions and date ranges
  • File upload failed: Verify file type and size restrictions

Common LMS Problems:
  • Course not loading: Check Custom LMS Platform SAAS Base integration status
  • Progress not updating: Verify course completion criteria
  • Certificate not generating: Check course requirements and permissions
  • Enrollment failed: Verify course availability and prerequisites

Performance Issues

Slow Performance and Loading Issues

If the platform is running slowly or not responding properly:

Browser Solutions
  • Clear browser cache and cookies
  • Disable browser extensions
  • Try incognito/private mode
  • Update your browser to latest version
  • Try a different browser
Network Solutions
  • Check your internet connection
  • Try a different network
  • Disable VPN if using one
  • Check firewall settings
  • Contact your IT department
System Requirements
  • Browser: Chrome 90+, Firefox 88+, Safari 14+, Edge 90+
  • Internet: Stable broadband connection (5+ Mbps)
  • JavaScript: Must be enabled
  • Cookies: Must be enabled

Browser Issues

Browser-Specific Problems

Different browsers may have specific issues. Here's how to resolve them:

Browser Common Issues Solutions
Chrome Extensions blocking features, cache issues Disable extensions, clear cache, update browser
Firefox JavaScript errors, cookie problems Enable JavaScript, allow cookies, update browser
Safari Cross-site tracking, popup blockers Disable cross-site tracking, allow popups
Edge Compatibility mode, security settings Disable compatibility mode, adjust security

Data Issues

Data-Related Problems

Issues with data display, saving, or synchronization:

Data Not Saving
  • Check required fields are completed
  • Verify file size limits for uploads
  • Check internet connection
  • Try refreshing the page
  • Contact administrator if persistent
Data Not Loading
  • Check your permissions
  • Verify date range filters
  • Clear browser cache
  • Try a different browser
  • Contact support if issue persists

Contact Support

When to Contact Support

If you've tried all the troubleshooting steps above and still can't resolve your issue, contact our support team:

Email Support

For non-urgent issues and detailed questions

Send Email
Phone Support

For urgent issues requiring immediate assistance

Call Now

Information to Provide

When contacting support, please provide:

  • Your name and company
  • Detailed description of the problem
  • Steps you've already tried
  • Browser and version
  • Error messages (if any)
  • Screenshots (if helpful)
Before Contacting Support

Please try all the troubleshooting steps above first. This will help us provide faster and more effective support.