Troubleshooting and FAQ

Troubleshooting and FAQ (Students)

Use this guide when the app is not working as expected.

Table of Contents

• 1. Before You Troubleshoot
• 2. Sign-In Problems
• 3. Missing or Wrong Schedule Data
• 4. Notifications Not Working
• 5. App Layout or Performance Problems
• 6. Student FAQ
• 7. Escalation Template
• 8. Severity Guide: When to Escalate Immediately

1. Before You Troubleshoot

Always run these baseline checks first:

1. Confirm internet connection.
2. Refresh the page.
3. Confirm your device date/time is correct.
4. Check if app works in another browser.

If issue remains, continue to the matching section below.

Time-saving rule:

• If two full troubleshooting attempts fail, escalate with the template in section 7.

2. Sign-In Problems

Problem: Cannot sign in

Try in order:

1. Re-enter student email.
2. Reset password.
3. Clear site cookies.
4. Use private/incognito window.
5. Retry in another browser.

Problem: Infinite login loop

1. Sign out fully.
2. Clear cookies for the app domain.
3. Close browser.
4. Reopen and sign in once.

If loop continues, escalate with exact error text.

3. Missing or Wrong Schedule Data

Problem: Blank schedule

1. Refresh dashboard and schedule page.
2. Confirm correct date selected.
3. Check another day.
4. Sign out/in once.

Problem: Wrong block times or order

1. Confirm your device timezone.
2. Reopen app.
3. Compare with official student announcements.
4. Record exact mismatches.

Important:

• Students cannot directly edit schedule source data.
• Escalate with precise details so it can be fixed quickly.

Minimum details to include for schedule issues:

• Exact date
• Block name
• Expected time or room
• Displayed time or room

4. Notifications Not Working

1. Check browser permission.
2. Re-enable notification toggle in app settings.
3. Disable quiet hours temporarily for testing.
4. Close and reopen app.
5. Reboot device.

If still failing, capture:

• Device model
• Browser + version
• Installed app vs browser tab
• Last successful notification time

5. App Layout or Performance Problems

Problem: UI looks broken or text overlaps

1. Refresh once.
2. Rotate device.
3. Update browser.
4. Clear cache.

Problem: Slow loading

1. Close extra tabs.
2. Reload app.
3. Try another network.
4. Use installed app version if available.

6. Student FAQ

Can I edit my class schedule in the app?

No. The app is a student schedule viewer and reminder tool.

Why does my app show a different schedule from what I expected?

Could be a late schedule update, special-day change, or cached data. Refresh and compare again.

Do notifications work when app is closed?

Usually yes, if permissions are enabled and your device/browser allows push notifications.

Is my account safe on shared devices?

Only if you sign out and avoid saving your password.

How often should I check for updates?

At least once in the morning and after major school-day announcements.

7. Escalation Template

Use this exact format when you report an unresolved issue:

Name: Issue type: <sign-in | schedule | notifications | UI/performance> Date/time: Device/browser: <example: iPhone 15, Safari> What happened: Expected behavior: Steps already tried: Screenshot: <yes/no>

Using this template speeds up resolution and reduces back-and-forth.

8. Severity Guide: When to Escalate Immediately

Escalate immediately if any of these are true:

1. You cannot access the app at all across multiple browsers.
2. Multiple blocks are missing for today.
3. Repeated wrong room/time creates immediate attendance risk.
4. Notification or schedule issue affects many students at once.

Try self-service first for minor issues, but use immediate escalation for high-impact problems.