Troubleshooting Guide

This comprehensive troubleshooting guide helps you identify, diagnose, and resolve common issues you may encounter while using MONTON. Follow these systematic approaches to quickly resolve problems and get back to productive work.

General Troubleshooting Approach

Systematic Problem-Solving

Step-by-step troubleshooting methodology:

Identify the problem: Clearly define what’s not working
Gather information: Collect relevant details about the issue
Check common causes: Review typical causes for similar issues
Try basic solutions: Attempt simple fixes first
Escalate if needed: Contact support for complex issues

Information to Collect

Helpful details for troubleshooting:

Error messages: Exact text of any error messages
Browser information: Browser type and version
Operating system: OS type and version
Steps to reproduce: Exact steps that cause the problem
Timing: When the problem started occurring
Frequency: How often the problem occurs
User role: Your role and permissions in the system

Typical sign-in issues and solutions:

Incorrect credentials:

Problem: “Invalid email or password” error
Solutions:
- Double-check email address spelling
- Verify password using password visibility toggle
- Ensure Caps Lock is not enabled
- Try typing credentials in a text editor first

Account locked or suspended:

Problem: Account temporarily locked after failed attempts
Solutions:
- Wait for automatic unlock (usually 15-30 minutes)
- Contact organization admin for manual unlock
- Verify account is still active in the organization

Browser-related issues:

Problem: Login page not loading or functioning properly
Solutions:
- Clear browser cache and cookies
- Disable browser extensions temporarily
- Try incognito/private browsing mode
- Use a different browser

Password Reset Problems

Password Reset Not Working

Password reset troubleshooting:

Email not received:

Check spam/junk folders: Reset emails may be filtered
Verify email address: Ensure correct email was entered
Wait for delivery: Allow 5-10 minutes for email delivery
Check email filters: Organizational email filters may block messages

Reset link not working:

Link expired: Reset links expire for security (request new one)
Link corrupted: Email client may have broken the link
Already used: Each reset link can only be used once
Copy full URL: Manually copy and paste the entire reset URL

Multi-Factor Authentication Issues

MFA Problems

Multi-factor authentication troubleshooting:

Authenticator app issues:

Time sync: Ensure device time is synchronized
App updates: Update authenticator app to latest version
Re-scan QR code: Remove and re-add account in authenticator
Backup codes: Use backup codes if authenticator unavailable

SMS verification problems:

Network issues: Check cellular network connectivity
Carrier delays: SMS may be delayed by carrier
International roaming: SMS may not work while roaming
Alternative methods: Use authenticator app or backup codes

Browser and Performance Issues

Slow Performance

Page Loading Slowly

Performance optimization steps:

Browser optimization:

Clear cache: Clear browser cache and temporary files
Close tabs: Close unnecessary browser tabs
Disable extensions: Temporarily disable browser extensions
Update browser: Ensure browser is updated to latest version

Network optimization:

Check connection: Verify internet connection speed and stability
Network congestion: Try accessing during off-peak hours
VPN issues: Disable VPN if experiencing connectivity issues
DNS issues: Try using different DNS servers (8.8.8.8, 1.1.1.1)

System optimization:

Available memory: Close other applications to free up RAM
System resources: Check CPU and memory usage
Restart browser: Close and restart browser application
Restart computer: Reboot system if performance is severely degraded

Display and Interface Issues

Interface Not Displaying Correctly

Visual and layout problems:

Layout problems:

Browser zoom: Reset browser zoom to 100%
Screen resolution: Check if resolution is supported
Browser compatibility: Use supported browser versions
CSS loading: Refresh page to reload stylesheets

Missing elements:

JavaScript disabled: Enable JavaScript in browser settings
Ad blockers: Disable ad blockers that may block interface elements
Browser extensions: Disable extensions that modify web pages
Compatibility mode: Disable IE compatibility mode if applicable

Responsive design issues:

Browser zoom: Check browser zoom level (should be 100%)
Screen resolution: Ensure adequate screen resolution
Browser compatibility: Use supported modern browsers
Window size: Try resizing browser window

Feature-Specific Issues

Time Tracking Problems

Cannot Log Time

Time tracking troubleshooting:

Permission issues:

Project access: Verify you’re assigned to the project
Time tracking enabled: Confirm project has time tracking enabled
Role permissions: Check if your role allows time tracking
Project status: Ensure project is active and not archived

Validation errors:

Time format: Use correct time format (HH:MM or decimal)
Date restrictions: Cannot log time for future dates
Maximum hours: Check daily or weekly hour limits
Required fields: Ensure all required fields are completed

Technical issues:

Browser issues: Clear cache and try different browser
Network connectivity: Check internet connection
Session timeout: Re-login if session has expired
Form validation: Check for JavaScript errors in browser console

Project Management Issues

Cannot Access Projects

Project access troubleshooting:

Access permissions:

Project assignment: Verify you’re assigned to the project
Role restrictions: Check if your role allows project access
Project visibility: Confirm project is not archived or deleted
Organization membership: Ensure you’re in the correct organization

Loading problems:

Large projects: Large projects may take longer to load
Network issues: Check internet connection stability
Browser performance: Close other tabs and applications
Cache issues: Clear browser cache and refresh

CRM and Financial Issues

Cannot Access CRM Features

CRM access troubleshooting:

Permission restrictions:

Role requirements: CRM typically requires MANAGER or ADMIN role
Feature enablement: Verify CRM features are enabled for organization
Module access: Check if specific CRM modules are accessible
Data permissions: Confirm access to specific client or contact data

Financial feature access:

Admin only: Most financial features require ADMIN role
Cost rate access: Cost rates typically restricted to ADMIN users
Invoice access: Invoice management usually ADMIN-only
Budget access: Budget features may be role-restricted

Data and Synchronization Issues

Data Not Updating

Information Not Syncing

Data synchronization troubleshooting:

Real-time updates:

Refresh page: Manual page refresh to get latest data
Browser cache: Clear cache to ensure fresh data loading
Network connectivity: Check for stable internet connection
Session validity: Ensure user session is still active

Cross-device sync:

Login consistency: Ensure same account on all devices
Browser differences: Different browsers may show different cached data
Browser sync: Different browsers may have different cached data
Offline changes: Changes made offline may not sync immediately

Missing Data

Data Appears to be Lost

Data recovery troubleshooting:

Check filters and views:

Applied filters: Remove or adjust data filters
Date ranges: Expand date ranges in reports and views
Search terms: Clear search terms that may be hiding data
View settings: Check if view settings are hiding certain data

Permission changes:

Role changes: Recent role changes may affect data visibility
Project assignments: Changes in project assignments affect access
Organization changes: Switching organizations affects visible data
Archive status: Check if data has been archived rather than deleted

Browser Compatibility Issues

Cross-Browser Problems

Browser-Specific Issues

Browser troubleshooting:

Display problems:

Browser compatibility: Use supported browsers (Chrome, Firefox, Safari, Edge)
Browser updates: Ensure browser is updated to latest version
Zoom settings: Reset browser zoom to 100%
Screen resolution: Ensure adequate screen resolution

Interaction issues:

JavaScript enabled: Ensure JavaScript is enabled
Browser extensions: Disable extensions that might interfere
Cookies enabled: Ensure cookies are enabled
Cache issues: Clear browser cache and cookies

Performance issues:

Memory usage: Close unnecessary browser tabs
Browser resources: Restart browser if performance degrades
System resources: Ensure adequate system memory
Network connectivity: Check internet connection stability

Network and Connectivity Issues

Network Connection Problems

Connection Troubleshooting

Network connectivity issues:

Connection failures:

Internet connectivity: Check your internet connection
Network stability: Verify connection is stable
Firewall settings: Check firewall or security software
DNS issues: Try using different DNS servers

Performance issues:

Bandwidth: Check available internet bandwidth
Network congestion: Try accessing during off-peak hours
VPN interference: Disable VPN if experiencing issues
Router issues: Restart router or modem if needed

Getting Help and Support

Self-Service Resources

Documentation and Help

Available self-help resources:

User documentation: Comprehensive user guides and tutorials
Video tutorials: Step-by-step video instructions
FAQ sections: Frequently asked questions and answers
Community forums: User community discussions and solutions

Diagnostic Tools

Built-in troubleshooting tools:

Browser console: Check for JavaScript errors and warnings
Network tab: Monitor network requests and responses
Application logs: Review application-specific error logs
Performance tools: Use browser performance analysis tools

Contacting Support

When to Contact Support

Escalation criteria:

Security issues: Immediate escalation for security concerns
Data loss: Potential data loss or corruption issues
System-wide problems: Issues affecting multiple users
Complex technical issues: Problems requiring technical expertise

Information to Provide

Details to include when contacting support:

Problem description: Clear, detailed description of the issue
Error messages: Exact text of any error messages
Steps to reproduce: Detailed steps that cause the problem
Browser information: Browser type, version, and operating system
Screenshots: Visual evidence of the problem
User information: Your role, organization, and affected features

Support Channels

Available support options:

Organization admin: First contact for organization-specific issues
Technical support: For system and technical problems
Documentation: Comprehensive online help resources
Community support: User community forums and discussions

Emergency Procedures

Critical Issues

Immediate action for critical problems:

Security incidents:

Immediate containment: Take steps to limit potential damage
Report immediately: Contact security team or admin immediately
Document everything: Record all details about the incident
Preserve evidence: Don’t modify anything that might be evidence

Data emergencies:

Stop further actions: Avoid making changes that might worsen the situation
Contact admin: Immediately contact organization administrator
Document timeline: Record exactly what happened and when
Backup verification: Check if recent backups are available

Prevention and Best Practices

Preventing Common Issues

Proactive Measures

Steps to avoid common problems:

Regular updates: Keep browsers and systems updated
Cache management: Regularly clear browser cache
Backup important data: Maintain local copies of critical information
Monitor performance: Watch for early signs of performance issues
Stay informed: Keep up with system updates and announcements

User Education

Knowledge to prevent issues:

Feature training: Understand how features work properly
Security awareness: Follow security best practices
System limitations: Understand system capabilities and limits
Update notifications: Pay attention to system update notifications

Maintenance and Optimization

Regular Maintenance

Routine maintenance tasks:

Browser maintenance: Regular cache clearing and update checks
Password management: Regular password updates and security reviews
Data cleanup: Regular review and cleanup of old data
Settings review: Periodic review of user settings and preferences

Next Steps

After resolving issues:

User Settings: Configure settings to prevent issues
Security Guide: Security-related troubleshooting
Keyboard Shortcuts: Navigation efficiency tips
Admin Settings: Administrative troubleshooting