Troubleshooting Guide

# Overview

This section provides solutions to common issues organizers encounter while using the BATbern platform. For each problem, you’ll find:

• Symptoms - How the problem manifests
• Possible Causes - Why it’s happening
• Solutions - Step-by-step fixes (ordered by likelihood)
• Prevention - How to avoid the issue in the future

If you don’t find a solution here, contact support at support@batbern.ch or use the in-app help chat.

# Quick Reference

# By Issue Category

# By Urgency

# 🔴 Critical (Can’t work at all)

• Can’t log in → Authentication Guide
• Complete system outage → Check Status Page
• Data loss or corruption → Contact support immediately

# 🟠 High (Blocks primary workflow)

• Can’t upload files → Upload Guide
• Workflow stuck → Workflow Guide
• Can’t access critical features → Verify role permissions

# 🟡 Medium (Inconvenient but workaround exists)

• Slow performance → Clear cache, try different browser
• Minor display issues → Refresh page, check browser compatibility
• Missing historical data → Request backfill from admin

# 🔵 Low (Cosmetic or minor)

• UI styling issues → Report but doesn’t block work
• Typos in labels → Report for future fix

# Common Issues (Quick Fixes)

# Can’t Log In

Quick Fix: Reset password at login page

See: Authentication Troubleshooting for detailed solutions

# Page Won’t Load / Blank Screen

Quick Fixes:

1. Hard refresh: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
2. Clear browser cache: Settings → Privacy → Clear Browsing Data
3. Try incognito/private window
4. Try different browser (Chrome recommended)

If Still Not Working:

• Check internet connection
• Verify Status Page for outages
• Contact support with screenshot and browser console errors

# File Upload Fails

Quick Fixes:

1. Check file size (max 5 MB for logos, 25 MB for presentations)
2. Verify file format (PNG/JPG for logos, PDF/PPTX for presentations)
3. Try smaller file or different format
4. Clear browser cache and retry

See: Upload Troubleshooting for detailed solutions

# Workflow Transition Blocked

Quick Fixes:

1. Review validation messages (red error text)
2. Complete all required fields/actions
3. Verify you have correct role permissions
4. Check if previous step is truly complete

See: Workflow Troubleshooting for detailed solutions

# Data Not Showing / Missing Records

Quick Fixes:

1. Refresh page
2. Check filters (may be hiding records)
3. Verify date range selection
4. Clear “Recently Deleted” if applicable

If Still Missing:

• Verify you have permission to view the data
• Check if data is archived (view Archive section)
• Contact admin if data was recently created by someone else

# Slow Performance

Quick Fixes:

1. Close unnecessary browser tabs (reduces memory usage)
2. Clear browser cache and cookies
3. Disable browser extensions temporarily
4. Use wired connection instead of WiFi

Long-Term Solutions:

• Upgrade browser to latest version
• Increase computer RAM (if frequently slow)
• Use Chrome for best performance

# Performance Issues

# Symptoms

• Pages take >5 seconds to load
• Actions (clicks, form submissions) are sluggish
• Browser freezes or becomes unresponsive

# Possible Causes

1. Browser Issues

   • Outdated browser version
   • Too many open tabs/windows
   • Conflicting extensions (ad blockers, privacy tools)
   • Low memory availability

2. Network Issues

   • Slow internet connection
   • High network latency
   • Corporate firewall/proxy interference

3. System Issues

   • Heavy platform usage (many organizers online)
   • Database maintenance window
   • Scheduled deployments

# Solutions

Browser Optimization:

1. Update browser to latest version
   - Chrome: Settings → About Chrome → Update
   - Firefox: Menu → Help → About Firefox

2. Close unused tabs/windows
   - Keep only 5-10 tabs open at once
   - Use bookmarks instead of keeping tabs open

3. Disable extensions temporarily
   - Open in incognito mode (extensions usually disabled)
   - If faster, identify problematic extension
   - Whitelist batbern.ch in ad blockers

4. Clear cache and cookies
   - Chrome: Settings → Privacy → Clear Browsing Data
   - Select "Cached images and files" + "Cookies"
   - Choose "Last 7 days" or "All time"

5. Restart browser
   - Completely quit (not just close window)
   - Reopen and test performance

Network Optimization:

1. Test connection speed
   - Visit fast.com or speedtest.net
   - Minimum recommended: 10 Mbps download, 5 Mbps upload
   - Contact IT if consistently slower

2. Use wired connection
   - Ethernet cable instead of WiFi (more stable)
   - Reduces latency by 50-70%

3. Bypass corporate proxy (if allowed)
   - Contact IT to whitelist app.batbern.ch
   - May require VPN exception

4. Try different time
   - Off-peak hours (early morning, late evening)
   - Avoid Monday mornings and Friday afternoons

If Still Slow:

• Check Status Page for known issues
• Report to support with:
  • Browser and version
  • Internet speed test results
  • Specific pages/actions that are slow
  • Browser console errors (F12 → Console tab)

# Data Issues

# Missing Historical Data

Symptom: Expected records (events, companies, speakers) not appearing

Possible Causes:

• Data not yet digitized (pre-2020 events)
• Archived records (hidden by default)
• Filter settings hiding data
• Permission restrictions

Solutions:

1. Check archive: Toggle “Show Archived” in filter panel
2. Clear all filters: Click “Reset Filters” button
3. Expand date range: Set “All Time” in date picker
4. Verify permissions: Contact admin if you should have access
5. Request backfill: Email admin team to digitize historical records

# Sync Errors

Symptom: “Data sync failed” error message or stale data

Possible Causes:

• Network interruption during sync
• Browser storage full (IndexedDB quota exceeded)
• Concurrent edits conflict

Solutions:

1. Retry sync: Click “Retry” button in error message
2. Hard refresh: Ctrl+Shift+R to force reload
3. Clear browser storage:
   • F12 (Dev Tools) → Application → Clear Storage
   • Check “Local Storage” and “IndexedDB”
   • Click “Clear Site Data”
4. Report persistent sync issues to support

# Browser Compatibility

# Supported Browsers (Recommended)

# Unsupported Browsers

• Internet Explorer (all versions) - Not supported
• Opera Mini - Not supported
• Old Android browsers (<90) - Not supported

# Browser-Specific Issues

Safari (macOS):

• Date pickers may look different (native Safari styling)
• File uploads require explicit click (drag-drop less reliable)
• Workaround: Use Chrome for best experience

Firefox:

• PDF preview may not work inline (opens in new tab instead)
• Autofill behavior differs from Chrome
• Workaround: Update to latest Firefox version

# Getting Additional Help

# Before Contacting Support

1. Check This Guide: Review relevant troubleshooting pages
2. Try Quick Fixes: Follow the step-by-step solutions above
3. Gather Information:
   • What were you trying to do?
   • What happened instead (exact error message)?
   • When did it start (specific date/time)?
   • Browser and version (Help → About)
   • Screenshot of error (if applicable)

# Contacting Support

Email: support@batbern.ch

In-App Help Chat: Click “?” icon → “Chat with Support” (bottom-right corner)

Include in Your Request:

• Your name and email
• Event number (if issue is event-specific)
• Steps to reproduce the problem
• Screenshot or error message
• Browser and version
• Urgency level (Critical, High, Medium, Low)

Response Times:

• Critical (can’t work): 2-4 hours during business hours
• High (major inconvenience): 8-12 hours
• Medium/Low: 1-2 business days

# Emergency Support

For critical production issues outside business hours:

Emergency Hotline: +41 31 XXX XXXX (organizers only, requires authorization code)

Use Only For:

• Complete system outage during event
• Data loss or corruption
• Security incidents (unauthorized access)

# Related Resources

• Authentication Guide - Login, password, and session issues
• Upload Guide - File upload problems and solutions
• Workflow Guide - Workflow state and transition issues
• Feature Status - Check if feature is implemented or planned
• Getting Started - Platform basics and orientation

Next: Explore specific troubleshooting guides for Authentication →