Troubleshooting Guide

This guide helps you resolve common issues you might encounter while using Buildly Product Labs. If you can’t find a solution here, contact your system administrator or support team.

Common Login Issues

Problem: Can’t log in to the platform

Symptoms: Login page shows error messages, credentials don’t work, or page won’t load.

Solutions:

  1. Check your credentials: Ensure you’re using the correct email and password

  2. Reset your password: Use the “Forgot Password” link on the login page

  3. Clear browser cache: Try logging in with an incognito/private window

  4. Check internet connection: Ensure you have a stable internet connection

  5. Contact administrator: Your account may need to be activated or reset

Problem: Account locked or suspended

Symptoms: Error message about account being locked or access denied.

Solutions:

  1. Wait for auto-unlock: Many systems unlock accounts automatically after a set time

  2. Contact your administrator: They can unlock your account manually

  3. Review security policies: Ensure you’re following your organization’s login policies

Platform Access Issues

Problem: Features or sections are missing

Symptoms: Expected buttons, menus, or pages are not visible.

Solutions:

  1. Check your permissions: Contact your administrator about access levels

  2. Refresh the page: Sometimes a simple page refresh resolves display issues

  3. Try a different browser: Some features may work better in different browsers

  4. Update your browser: Ensure you’re using a supported, up-to-date browser

Problem: Page loading slowly or not at all

Symptoms: Pages take a long time to load or show error messages.

Solutions:

  1. Check internet speed: Run a speed test to ensure adequate bandwidth

  2. Close other applications: Free up system resources

  3. Try a different device: Test if the issue is device-specific

  4. Contact IT support: The issue may be network-related

AI Features (BabbleBeaver) Issues

Problem: AI assistant not responding

Symptoms: BabbleBeaver doesn’t answer questions or provide suggestions.

Solutions:

  1. Check AI settings: Ensure BabbleBeaver is enabled in your profile settings

  2. Rephrase your question: Try asking in a different way

  3. Wait and retry: The AI service may be temporarily busy

  4. Contact support: Report persistent AI issues to your administrator

Problem: AI recommendations seem incorrect

Symptoms: BabbleBeaver provides irrelevant or inaccurate suggestions.

Solutions:

  1. Provide feedback: Use the thumbs up/down buttons to rate responses

  2. Add more context: Give the AI more information about your situation

  3. Check your settings: Review your AI preferences and permissions

  4. Allow learning time: The AI improves as it learns your patterns

Notification Problems

Problem: Not receiving notifications

Symptoms: Missing email alerts, in-app notifications, or updates about projects.

Solutions:

  1. Check notification settings: Review your preferences in profile settings

  2. Look in spam folder: Email notifications might be filtered as spam

  3. Verify email address: Ensure your contact information is current

  4. Test notifications: Send yourself a test notification if the feature exists

Problem: Too many notifications

Symptoms: Overwhelmed by constant alerts and messages.

Solutions:

  1. Adjust frequency: Change to daily or weekly digest emails

  2. Filter by priority: Set notifications only for high-priority items

  3. Use quiet hours: Set times when you don’t want to be disturbed

  4. Customize by project: Different notification levels for different teams

Team and Collaboration Issues

Problem: Can’t see team members or projects

Symptoms: Expected team members, projects, or data are not visible.

Solutions:

  1. Verify team membership: Confirm you’re added to the correct teams

  2. Check project access: Ensure you have permissions for specific projects

  3. Refresh team data: Log out and back in to sync team information

  4. Contact team lead: They may need to add you to additional projects

Problem: Collaboration features not working

Symptoms: Can’t share files, comment on tasks, or communicate with team members.

Solutions:

  1. Check permissions: Verify you have collaboration rights

  2. Update browser: Ensure you’re using a supported browser version

  3. Test with different content: Try sharing different types of files or data

  4. Contact IT support: May be a technical configuration issue

Profile and Settings Issues

Problem: Can’t update profile information

Symptoms: Changes to profile settings don’t save or cause errors.

Solutions:

  1. Check required fields: Ensure all mandatory information is filled

  2. File size limits: Profile pictures may be too large

  3. Contact administrator: You may not have permission to change certain settings

  4. Try again later: The system may be temporarily busy

Problem: Settings changes don’t take effect

Symptoms: Updated preferences don’t change the platform behavior.

Solutions:

  1. Log out and back in: Some changes require a fresh session

  2. Clear browser cache: Force the browser to load new settings

  3. Wait for sync: Some changes may take time to propagate

  4. Verify settings: Double-check that changes were actually saved

Technical Issues

Problem: Browser compatibility issues

Symptoms: Platform doesn’t work correctly in your browser.

Solutions:

  1. Use supported browsers: Chrome, Firefox, Safari, or Edge (latest versions)

  2. Enable JavaScript: Ensure JavaScript is enabled in your browser

  3. Disable extensions: Some browser extensions may interfere with functionality

  4. Update browser: Use the most recent version of your preferred browser

Problem: Mobile device issues

Symptoms: Platform doesn’t work well on mobile devices.

Solutions:

  1. Use mobile browser: Try the platform in your mobile browser first

  2. Check for mobile app: Ask if there’s a dedicated mobile application

  3. Adjust display settings: Try landscape mode or adjusting text size

  4. Contact support: Report mobile-specific issues to improve mobile experience

Getting Additional Help

Self-Service Options

  • Review this troubleshooting guide thoroughly

  • Check your profile settings and permissions

  • Try the solutions in a different browser or device

  • Look for help buttons or tooltips within the platform

Contact Support

For Technical Issues:

  • Contact your IT department or system administrator

  • Provide specific error messages and steps to reproduce the problem

  • Include your browser type and version

  • Note the time when the issue occurred

For Account Issues:

  • Contact your team lead or platform administrator

  • Provide your user ID or email address

  • Describe what you were trying to accomplish

  • Include any error messages you received

For Training or Usage Questions:

  • Ask team members who are experienced with the platform

  • Check if your organization offers internal training

  • Review the complete user documentation

  • Request additional training from your administrator

When Contacting Support, Include:

  • Detailed description of the problem

  • Steps you’ve already tried

  • Error messages (exact text or screenshots)

  • Your browser and operating system

  • Time and date when the issue occurred

Prevention Tips

Best Practices:

  • Keep your browser updated to the latest version

  • Regularly review and update your profile settings

  • Use strong, unique passwords and change them periodically

  • Clear browser cache periodically to prevent conflicts

  • Report issues promptly to help improve the platform for everyone

Security Reminders:

  • Never share your login credentials with others

  • Log out when using shared computers

  • Report suspicious activity immediately

  • Keep your contact information current for important notifications