MoveInSync Web Issues

Created by Moveinsync Help, Modified on Wed, 14 May at 3:01 AM by Moveinsync Help

1. Web Login Issues

Symptoms:

● User cannot log in

● Page refreshes without login

● Error message on login page

Troubleshooting Steps:

1. Verify the registered email ID or mobile number.

2. Ensure the browser is up to date (preferably Chrome, Firefox, or Edge).

3. Clear browser cache and cookies.

4. Try logging in via incognito/private browsing mode.

5. Confirm the internet is working and not restricted by firewall or proxy.

Action:

“Please ensure you are using your registered email or mobile number. Try logging in through an incognito window and make sure your browser is up to date. Clear cookies and cache if the problem continues.”

2. OTP Issues via SMS/Email on Web

Symptoms:

● OTP not received

● Login fails after entering OTP

● OTP page unresponsive

Troubleshooting Steps:

1. Verify the mobile number/email entered is correct.

2. Ask the user to check the spam/junk folder if it's email-based OTP.

3. Use the ‘Resend OTP’ option.

4. Confirm OTP-related settings are enabled in the Employee Profile.

5. Ensure the network is stable and SMS/email services are working.

6. If corporate mail, confirm OTP emails are not blocked by internal policies.

Action:

“Please confirm your mobile/email is correct and use the ‘Resend OTP’ option. If the OTP was sent via email, check your spam folder. Let me know if you still haven't received it.”

3. Website Not Loading / Page Blank

Symptoms:

● Blank screen

● Infinite loading

● Website does not open

Troubleshooting Steps:

1. Ask the user to refresh the page.

2. Try accessing the site in incognito/private mode.

3. Clear browser cache and cookies.

4. Switch to a different supported browser.

5. Confirm internet connection is stable.

6. Ensure no VPN/proxy is interfering.

7. Check if other users are affected (possible backend issue).

Action:

“Try refreshing the page or using incognito mode. Clearing browser cache or switching to another browser may also help. I’ll check if the system is facing any outages.”

4. Slow Web Performance

Symptoms:

● Pages load slowly

● Delay in clicking or transitions

Troubleshooting Steps:

1. Check internet speed.

2. Suggest switching networks or restarting the router.

3. Clear cache and cookies.

4. Use incognito/private browsing mode.

5. Close background apps/tabs consuming bandwidth.

Action:

“Please ensure your internet connection is stable and try accessing in incognito mode. If it remains slow even after clearing the cache, reach out to the support team.

5. Access Denied / Unauthorized

Symptoms:

● Error: “Access denied”, “You are not authorized”

Troubleshooting Steps:

1. Confirm that the session hasn’t expired.

2. Ask the user to log in again in a private/incognito window.

3. Check if there have been recent permission or profile changes.

6. Feature Not Visible / Button Not Working

Symptoms:

● Missing buttons or options (e.g., opt-in/out)

● Clicks have no effect

Troubleshooting Steps:

1. Verify if the feature is enabled for the user's role/team.

2. Ask the user to refresh the page.

3. Try using a different browser.

4. Confirm JavaScript is enabled in browser settings.

5. Ensure no ad-blockers/extensions are interfering.

Action:

“Feature availability depends on your role or team settings. I’ll confirm if it’s enabled for you. Meanwhile, try refreshing or switching browsers.”

7. Frequent Auto Logout / Session Expiry

Symptoms:

● User gets logged out frequently

● Sees session timeout messages

Troubleshooting Steps:

1. Confirm if user was idle for a long time.

2. Ask them to clear cookies and login again.

3. Avoid logging in on multiple tabs simultaneously.

Action:

“Sessions can expire if you’ve been inactive or logged in from multiple tabs. Please try logging in again after clearing cookies. Let me know if it happens repeatedly.”

Notes:

● Do not suggest uninstalling or reinstalling for any web-related issue. These steps are only applicable for mobile app issues.

● Always recommend clearing browser cache, using incognito mode, and switching browsers as preferred first-level troubleshooting steps.

Questions & Answers:

1. Web Login Issues

Q1: I’m not able to log into the MoveInSync website.

A1: Please make sure you're using your registered email ID or mobile number. Try logging in through an incognito window and ensure your browser is updated.

Also, clear your browser cache and cookies and try again.

Q2: The login page just refreshes when I enter my credentials.

A2: That may happen due to cache issues or expired sessions. Please clear your browser cookies and cache, then try logging in via incognito/private mode.

Q3: It keeps saying invalid credentials, but I’m sure they are correct.

A3: Please double-check your login details. If the issue continues, try resetting your password using the “Forgot Password” option on the login page.

Q4: Nothing happens when I try to log in through the browser.

A4: Try using a different browser or incognito mode. Also, check that your internet connection is stable and the browser is up to date.

2. OTP Issues via Web

Q5: I didn’t receive the OTP on my phone/email.

A5: Please confirm your registered mobile/email is correct. You can try the “Resend OTP” option. Also, check your spam/junk folder if you’re expecting the OTP via email.

Q6: I entered the OTP but the screen is stuck.

A6: Please refresh the page and try again. Ensure your internet connection is stable. If it still hangs, we can check if there are any backend issues.

Q7: OTP is not coming to my mobile when logging in via browser.

A7: Ensure you have good mobile signal. Try the “Resend OTP” option. If the issue persists, we can check if your number is correctly registered.

Q8: Why is the OTP screen not proceeding even after entering the correct code? A8: Please confirm you're entering the exact OTP within the time limit. Refresh the page and try again in incognito mode to avoid session conflicts.

3. Website Not Loading

Q9: The MoveInSync web page is not loading at all.

A9: Please check your internet connection and try opening the site in a private/incognito window. You may also try clearing your browser cache and cookies.

Q10: I see a blank screen when I open the site.

A10: This could be a cache issue or browser compatibility issue. Try clearing cookies and cache, and use Chrome or Firefox in incognito mode.

Q11: The site just keeps loading and nothing shows up.

A11: Refresh the page, clear browser cache, and try again. If the issue continues, we’ll check if there are any server-side issues.

Q12: Is the server down? I can’t open the MIS portal.

A12: We can check if others are affected too. Meanwhile, try switching networks and opening the site in an incognito window.

4. Slow Web Performance

Q13: The web portal is very slow today.

A13: Try refreshing the page and check your internet speed. You can also clear cache or use incognito mode for better performance.

Q14: Every time I click on something, it takes forever to respond.

A14: This might be due to browser lag or slow internet. Please try using a different browser or network and clear your cache.

Q15: Loading times are too long. Is there any fix for this?

A15: Yes. Please clear your browser cache and cookies, use an updated browser, and try accessing from incognito mode.

Q16: Why is the site lagging so much?

A16: It could be network-related or browser-related. Try switching to another browser or checking if other websites are slow too.

5. Access Denied / Unauthorized Errors

Q17: I’m getting an “Access Denied” message on the dashboard.

A17: This might be due to your role or team-level permissions. We’ll verify your access rights and get back to you.

Q18: Why can’t I open the trip booking page? It says I’m not authorized. A18: Access to some features depends on your profile and team settings. I’ll confirm with the backend if this access is enabled for your role.

Q19: It says I don’t have access, but I used to access this earlier.

A19: There may have been recent changes to your profile or role. Check with your transport team.

Q20: Why am I getting unauthorized errors after logging in?

A20: Please try logging in again via incognito mode to avoid session issues.

6. Auto Logout / Session Timeout

Q21: I keep getting logged out of the web app automatically.

A21: Please ensure you're not logged in from multiple tabs. Sessions may expire after inactivity. Clear cookies and try again.

Q22: Why does my session keep expiring after a few minutes?

A22: This may happen due to browser settings or inactivity. Try using incognito mode and avoid switching tabs frequently.

Q23: I was filling a form and got logged out suddenly.

A23: Sessions time out for security reasons. Please save your work frequently and avoid staying idle for long.

Q24: Is there a way to avoid being logged out so frequently?

A24: Try completing actions in one tab without long idle periods. If this still happens, we’ll check for session configuration issues.