> ## Documentation Index
> Fetch the complete documentation index at: https://docs.skillbridgedev.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Common Issues & Solutions

> Step-by-step solutions to frequently encountered problems with SkillShop applications

# Common Issues & Solutions

This guide helps you resolve the most frequently encountered problems with SkillShop applications. Each issue includes step-by-step solutions and prevention tips.

## Login & Authentication Issues

### "Invalid Credentials" Error

<Warning>
  **Problem:** Login fails with "invalid username or password" message.
</Warning>

<Steps>
  <Step title="Check Your Credentials">
    * Ensure caps lock is not enabled
    * Verify username spelling (check for extra spaces)
    * Try typing password in a text editor first to verify accuracy
  </Step>

  <Step title="Reset Your Password">
    * Click "Forgot Password?" on login page
    * Enter your registered email address
    * Follow instructions in the password reset email
    * Check spam folder if email doesn't arrive within 15 minutes
  </Step>

  <Step title="Contact Administrator">
    * Your account may need to be unlocked
    * Verify you're using the correct login URL
    * Check if your account is still active
  </Step>
</Steps>

<Tip>
  **Prevention:** Save login credentials in a secure password manager to avoid typing errors.
</Tip>

### "Session Expired" Messages

<Warning>
  **Problem:** Frequent logouts or "session expired" notifications.
</Warning>

<Steps>
  <Step title="Clear Browser Cookies">
    * Go to your browser settings
    * Clear cookies for the SkillShop domain
    * Log in again with fresh session
  </Step>

  <Step title="Check System Clock">
    * Ensure your computer's date and time are accurate
    * Session validation depends on synchronized time
    * Update timezone settings if necessary
  </Step>

  <Step title="Adjust Browser Settings">
    * Disable "Block third-party cookies" temporarily
    * Add SkillShop to your browser's allowed sites
    * Enable JavaScript if disabled
  </Step>
</Steps>

<Tip>
  **Prevention:** Keep browser updated and avoid closing browser tabs abruptly during active sessions.
</Tip>

### Single Sign-On (SSO) Problems

<Warning>
  **Problem:** SSO login redirects fail or show error pages.
</Warning>

<Steps>
  <Step title="Try Direct Login">
    Use "Sign in with username/password" option to determine if the issue is SSO-specific
  </Step>

  <Step title="Clear Browser Cache">
    * Clear all browsing data for the past 24 hours
    * Include cookies, cached images, and site data
    * Restart browser after clearing
  </Step>

  <Step title="Contact IT Support">
    * SSO issues often require administrator assistance
    * Your institution's authentication server may have problems
    * Verify your institutional account is active
  </Step>
</Steps>

<Tip>
  **Prevention:** Don't bookmark SSO redirect URLs - always start from the main login page.
</Tip>

## Performance & Loading Issues

### Slow Page Loading

<Warning>
  **Problem:** Pages take longer than 30 seconds to load or content appears slowly.
</Warning>

<Tabs>
  <Tab title="Connection Check">
    <Steps>
      <Step title="Test Internet Speed">
        Run a speed test (aim for at least 5 Mbps download)
      </Step>

      <Step title="Compare with Other Sites">
        Try accessing other websites to compare speeds
      </Step>

      <Step title="Contact ISP">
        Contact ISP if internet is generally slow
      </Step>
    </Steps>
  </Tab>

  <Tab title="Browser Optimization">
    <Steps>
      <Step title="Close Unnecessary Tabs">
        Close unnecessary browser tabs and applications
      </Step>

      <Step title="Disable Extensions">
        Disable browser extensions temporarily
      </Step>

      <Step title="Update Browser">
        Update browser to latest version
      </Step>

      <Step title="Try Chrome">
        Try Chrome if using a different browser
      </Step>
    </Steps>
  </Tab>

  <Tab title="System Cleanup">
    <Steps>
      <Step title="Clear Browser Data">
        Clear cache, cookies, and browsing data
      </Step>

      <Step title="Remove Old Files">
        Remove stored files older than 1 week
      </Step>

      <Step title="Restart Browser">
        Restart browser completely
      </Step>

      <Step title="Free Disk Space">
        Free up disk space (maintain at least 15% free)
      </Step>
    </Steps>
  </Tab>
</Tabs>

<Tip>
  **Prevention:** Regularly clear browser cache and maintain good internet connectivity.
</Tip>

### Videos Not Loading or Buffering

<Warning>
  **Problem:** Video content won't start, stops frequently, or shows endless loading.
</Warning>

<AccordionGroup>
  <Accordion title="Video Player Troubleshooting">
    * Refresh the page and try again
    * Try a different browser
    * Disable ad blockers temporarily
    * Check if audio is working (volume not muted)
  </Accordion>

  <Accordion title="Connection Optimization">
    * Test with lower video quality settings
    * Pause other internet activities (downloads, streaming)
    * Use wired connection instead of WiFi if possible
    * Try at different times when network may be less congested
  </Accordion>

  <Accordion title="Browser-Specific Fixes">
    * **Chrome**: Enable hardware acceleration in settings
    * **Firefox**: Clear media cache in about:config
    * **Safari**: Check plug-ins are enabled
    * **Edge**: Reset browser settings if problems persist
  </Accordion>
</AccordionGroup>

<Tip>
  **Prevention:** Ensure stable internet connection and keep browsers updated.
</Tip>

### Mobile Responsiveness Issues

<Warning>
  **Problem:** Interface appears broken, text is too small, or buttons don't work on mobile.
</Warning>

<Steps>
  <Step title="Check Browser Compatibility">
    * Use Chrome or Safari on mobile devices
    * Update mobile browser to latest version
    * Avoid using old or unsupported browsers
  </Step>

  <Step title="Test Screen Orientation">
    * Try both portrait and landscape orientations
    * Some features work better in specific orientations
    * Refresh page after rotating device
  </Step>

  <Step title="Adjust Display Settings">
    * Reset browser zoom to 100%
    * Check device display settings aren't set to extra large text
    * Clear mobile browser cache and data
  </Step>
</Steps>

<Tip>
  **Prevention:** Keep mobile browser updated and use supported browsers.
</Tip>

## Content & Learning Issues

### Content Not Displaying Properly

<Warning>
  **Problem:** Documents appear blank, images don't load, or text is garbled.
</Warning>

<Tabs>
  <Tab title="Content-Specific Fixes">
    * **PDFs**: Ensure PDF viewer is enabled in browser
    * **Images**: Check if images load on other websites
    * **Documents**: Try downloading instead of viewing in browser
    * **Interactive content**: Enable JavaScript and Flash if required
  </Tab>

  <Tab title="Browser Settings">
    * Disable ad blockers and privacy extensions
    * Enable necessary plugins (PDF viewer, Flash)
    * Try incognito/private mode to test without extensions
  </Tab>

  <Tab title="Alternative Access">
    * Try downloading content for local viewing
    * Use different device or browser
    * Contact educator if content consistently fails
  </Tab>
</Tabs>

<Tip>
  **Prevention:** Maintain updated browser with standard plugins enabled.
</Tip>

### Progress Not Saving

<Warning>
  **Problem:** Completed activities don't show as finished, or progress resets.
</Warning>

<Steps>
  <Step title="Verify Completion Actions">
    * Look for "Mark as Complete" buttons and click them
    * Ensure you complete all required elements of activities
    * Wait for confirmation messages before navigating away
  </Step>

  <Step title="Check Connection Stability">
    * Ensure stable internet during learning sessions
    * Don't close browser tabs while activities are saving
    * Wait for progress indicators to complete
  </Step>

  <Step title="Browser Settings Check">
    * Enable cookies for SkillShop domains
    * Don't use browser's "Clear data on exit" feature
    * Allow local storage for the application
  </Step>

  <Step title="Manual Progress Update">
    * Log out and log back in to refresh progress
    * Navigate back to completed activities and mark complete again
    * Contact instructor if progress data is critical
  </Step>
</Steps>

<Tip>
  **Prevention:** Maintain stable internet connection and complete activities fully before navigating away.
</Tip>

### Search Not Working

<Warning>
  **Problem:** Search returns no results, shows errors, or finds irrelevant content.
</Warning>

<AccordionGroup>
  <Accordion title="Search Technique Optimization">
    * Use simpler, more general keywords
    * Try different word variations and synonyms
    * Use quotation marks for exact phrases
    * Remove special characters and punctuation
  </Accordion>

  <Accordion title="Clear Search Data">
    * Clear browser cache and cookies
    * Reset search filters to default settings
    * Try searching from different pages/sections
  </Accordion>

  <Accordion title="Alternative Search Methods">
    * Browse categories instead of searching
    * Use topic/subject filtering
    * Ask AI Tutor to help find specific content
    * Contact educator for content location assistance
  </Accordion>
</AccordionGroup>

<Tip>
  **Prevention:** Learn effective search techniques and bookmark frequently needed content.
</Tip>

## Live Tutor Issues

### Microphone Not Working

<Warning>
  **Problem:** AI Tutor can't hear voice input or microphone permissions denied.
</Warning>

<Tabs>
  <Tab title="Browser Permissions">
    <Steps>
      <Step title="Check Address Bar">
        Look for microphone icon in address bar
      </Step>

      <Step title="Allow Access">
        Click to allow microphone access
      </Step>

      <Step title="Refresh Page">
        Refresh page after granting permissions
      </Step>
    </Steps>
  </Tab>

  <Tab title="System Permissions">
    * **Windows**: Check Privacy settings > Microphone
    * **Mac**: System Preferences > Security & Privacy > Microphone
    * **Mobile**: Check app permissions in device settings
  </Tab>

  <Tab title="Hardware Check">
    <Steps>
      <Step title="Test Microphone">
        Test microphone in other applications
      </Step>

      <Step title="Check Volume">
        Check microphone volume levels
      </Step>

      <Step title="Try Different Hardware">
        Try different microphone or headset
      </Step>

      <Step title="Check Mute Status">
        Ensure microphone isn't muted or disabled
      </Step>
    </Steps>
  </Tab>
</Tabs>

<Tip>
  **Prevention:** Grant microphone permissions when first prompted and use Chrome browser.
</Tip>

### Screen Sharing Fails

<Warning>
  **Problem:** Cannot share screen or screen sharing shows black screen.
</Warning>

<Steps>
  <Step title="Grant Permissions">
    * Grant screen recording permissions when prompted
    * **Mac**: System Preferences > Security & Privacy > Screen Recording
    * **Windows**: Allow screen capture for browser
    * Restart browser after granting permissions
  </Step>

  <Step title="Choose Sharing Options">
    * Try different sharing options (entire screen vs. window vs. tab)
    * Close unnecessary applications before sharing
    * Ensure the window you want to share is visible
  </Step>

  <Step title="Check Browser Compatibility">
    * Chrome has best screen sharing support
    * Firefox is second choice
    * Safari and Edge may have limitations
    * Update browser to latest version
  </Step>
</Steps>

<Tip>
  **Prevention:** Use Chrome browser and grant screen sharing permissions during initial setup.
</Tip>

### AI Responses Are Slow or Incomplete

<Warning>
  **Problem:** AI Tutor takes too long to respond or gives partial answers.
</Warning>

<AccordionGroup>
  <Accordion title="Connection Optimization">
    * Check internet speed (minimum 5 Mbps recommended)
    * Close bandwidth-intensive applications
    * Try wired connection instead of WiFi
  </Accordion>

  <Accordion title="Session Management">
    * Start a new tutoring session
    * Clear conversation history if very long
    * Sign out and back in to refresh connection
  </Accordion>

  <Accordion title="Question Optimization">
    * Break complex questions into smaller parts
    * Be specific about what type of help you need
    * Provide context about your current learning level
  </Accordion>
</AccordionGroup>

<Tip>
  **Prevention:** Maintain good internet connection and ask clear, focused questions.
</Tip>

## Assessment & Quiz Issues

### Answers Not Submitting

<Warning>
  **Problem:** Quiz answers don't save or submission fails with error.
</Warning>

<Steps>
  <Step title="Pre-Submission Checks">
    * Answer all required questions before submitting
    * Check for validation messages or error indicators
    * Ensure stable internet connection
  </Step>

  <Step title="Submit Properly">
    * Click submit button only once and wait
    * Don't navigate away during submission
    * Try submitting individual sections if available
  </Step>

  <Step title="Recovery Options">
    * Refresh page to see if answers were actually saved
    * Contact instructor immediately if submission deadline is critical
    * Save screenshots of completed quiz as backup
  </Step>
</Steps>

<Tip>
  **Prevention:** Complete quizzes with stable internet and don't wait until last minute.
</Tip>

### Timer Issues in Timed Assessments

<Warning>
  **Problem:** Timer runs too fast, stops working, or shows incorrect time remaining.
</Warning>

<Steps>
  <Step title="Synchronize Time">
    * Ensure your computer's clock is accurate
    * Sync with internet time servers
    * Check timezone settings
  </Step>

  <Step title="Optimize Browser">
    * Close other browser tabs and applications
    * Disable power-saving modes during assessments
    * Keep browser window active (don't minimize)
  </Step>

  <Step title="Assessment Strategy">
    * Start assessments with plenty of time remaining
    * Save progress frequently if option available
    * Don't rely solely on timer - track time independently
  </Step>
</Steps>

<Tip>
  **Prevention:** Sync system clock and start timed assessments early.
</Tip>

## Getting Additional Help

### When to Contact Support

Contact your administrator or support team when:

<CardGroup cols={2}>
  <Card title="Persistent Issues" icon="exclamation-triangle">
    Issues persist after trying multiple solutions
  </Card>

  <Card title="Error Messages" icon="bug">
    Error messages appear that aren't covered here
  </Card>

  <Card title="Critical Deadlines" icon="clock">
    Critical deadlines are at risk due to technical problems
  </Card>

  <Card title="Account Problems" icon="user-lock">
    Account access problems can't be resolved
  </Card>
</CardGroup>

### Information to Include When Reporting Issues

Help support resolve your problem quickly by including:

<Steps>
  <Step title="Error Details">
    Specific error messages (exact text or screenshots)
  </Step>

  <Step title="Reproduction Steps">
    Steps to reproduce the problem
  </Step>

  <Step title="System Information">
    Browser and device information
  </Step>

  <Step title="Timeline">
    When the problem started and how frequently it occurs
  </Step>

  <Step title="Context">
    What you were trying to accomplish when the issue occurred
  </Step>
</Steps>

### Emergency Situations

For urgent issues during important deadlines:

* **Document the problem** with screenshots
* **Try alternative browsers or devices**
* **Contact instructor immediately** about deadline extensions
* **Use offline alternatives** if available (downloaded content, notes)

***

<Note>
  Still experiencing issues? Check our [FAQ section](faq) for additional answers or [contact support](support) for personalized assistance.
</Note>