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Troubleshooting

Complete guide to solving common issues in SiteWhiz - from login problems to performance optimization.

Quick Problem Finder

Can't find what you need? Jump to your issue:

Problem Category Common Issues
Login Issues Can't log in, forgot password, account locked
Sync Problems Documents not syncing, cloud storage disconnected
Mobile Issues App crashes, camera not working, voice issues
Performance Slow loading, timeouts, AI response delays

Login Issues

Can't Log In

The most common access problems and their solutions.

Forgot Password:

  1. Go to login page
  2. Click Forgot Password
  3. Enter your email
  4. Check email for reset link (arrives within 2 minutes)
  5. Create new password (minimum 8 characters)
  6. Log in with new password

Password Tips

  • Use a mix of letters, numbers, and symbols
  • Avoid common passwords like "password123"
  • Consider using a password manager
  • Don't reuse passwords from other sites
Invalid Credentials

If you see "Invalid email or password":

Check these things: - ✅ Email spelling - No typos or extra spaces - ✅ Caps Lock - Passwords are case-sensitive - ✅ Correct password - Try retyping (don't copy-paste) - ✅ Right account - Multiple emails? Use correct one

Still not working: - Use "Forgot Password" to reset - Clear browser cache and cookies - Try different browser - Contact support if persists

Account Locked

Too many failed login attempts trigger a temporary lock.

What happened: - Security measure after 5 failed attempts - Prevents unauthorized access - Temporary 15-minute lock

Solutions:

  1. Wait 15 minutes - Lock expires automatically
  2. OR use password reset - Works immediately
  3. Contact admin - If you suspect account compromise

Security Alert

If you didn't try to log in, someone may be trying to access your account. Change your password immediately after regaining access.

Invitation Issues

Problems accepting invitations to join projects.

Link Expired: - Why: Invitation links expire after 7 days (security) - Solution: Contact project admin for new invitation - Timeline: New link works immediately

Already a Member: - Why: You already have a SiteWhiz account - Solution: Log in normally (don't use invitation link) - If forgot password: Use password reset

Browser Issues

Technical problems with your web browser.

Clear Cache:

  1. Open browser settings
  2. Find "Privacy" or "Clear browsing data"
  3. Select:
  4. Cookies and site data
  5. Cached images and files
  6. Time range: Last 24 hours
  7. Click Clear data
  8. Close browser completely
  9. Reopen and try logging in

Try Different Browser: - Recommended: Chrome, Firefox - Also supported: Safari (Mac), Edge (Windows) - Not recommended: Internet Explorer (outdated)

Disable Extensions: - Ad blockers may interfere - Privacy extensions may block login - Temporarily disable to test - Re-enable one by one to find culprit

Sync Issues

Documents Not Syncing

Cloud storage synchronization problems.

Check Connection Status:

  1. Go to Project Settings > Integrations
  2. View status indicator:
  3. 🟢 Connected - Sync working
  4. 🟡 Syncing - In progress, wait
  5. 🔴 Disconnected - Reconnect needed
  6. Check last sync time (should be within 15 minutes)
Force Manual Sync

If documents aren't appearing:

  1. Verify cloud storage is connected
  2. Check folder permissions in Dropbox/OneDrive
  3. Click Sync Now button
  4. Wait for completion (indicator shows progress)

Typical sync times: - 1-10 files: 10-30 seconds - 10-50 files: 30-90 seconds - 50+ files: 2-5 minutes

Permission Denied

Access problems with cloud storage folders.

Why this happens: - SiteWhiz lost access to folder - Folder was moved or renamed - Permissions were revoked in cloud storage

Solution:

  1. Open your cloud storage (Dropbox/OneDrive)
  2. Verify you can access the synced folder
  3. Check folder sharing settings
  4. Reconnect if needed:
  5. Project Settings > Integrations
  6. Click Disconnect
  7. Wait 10 seconds
  8. Click Connect again
  9. Reauthorize access
  10. Select folder

Duplicate Files

Same file appearing multiple times.

Why this happens: - File exists in multiple locations - Sync ran multiple times - Name conflict in cloud storage

Solution:

  1. Check if file exists in multiple folders
  2. Remove duplicates from cloud storage (keep original)
  3. Wait for next sync (SiteWhiz detects removal)
  4. Manual refresh if needed (Documents page > Refresh icon)

Reconnecting Cloud Storage

Reset your cloud storage connection.

When to reconnect: - Sync stopped working - Permission errors persist - Changed cloud storage account - Want fresh start

Steps:

  1. Project Settings > Integrations
  2. Find your cloud provider (Dropbox/OneDrive)
  3. Click Disconnect
  4. Wait 10 seconds
  5. Click Connect
  6. Log in to cloud provider
  7. Authorize SiteWhiz access
  8. Select folder to sync
  9. Wait for initial sync (all files in folder)

Existing Documents

Reconnecting doesn't delete existing documents in SiteWhiz. They remain accessible.

Mobile Issues

App Not Working

The app crashes, freezes, or won't open.

Force Close and Reopen:

  1. Close app completely:
  2. iOS: Swipe up in app switcher, swipe app away
  3. Android: Recent apps > Swipe app away
  4. Wait 5 seconds
  5. Reopen app

Reinstall App:

  1. Remove app from home screen (hold > delete)
  2. Clear browser cache:
  3. iOS: Settings > Safari > Clear History
  4. Android: Chrome > Settings > Privacy > Clear browsing data
  5. Reinstall from browser:
  6. Go to SiteWhiz URL
  7. Tap "Add to Home Screen"

Camera Issues

Photo capture not working.

Permission Denied:

  1. Go to device Settings
  2. Find SiteWhiz or your browser app
  3. Enable camera permission:
  4. iOS: Settings > SiteWhiz > Camera > Allow
  5. Android: Settings > Apps > SiteWhiz > Permissions > Camera > Allow
  6. Reopen app and try again

Camera Not Focusing: - Clean camera lens with soft cloth - Tap screen to manually focus - Ensure adequate lighting (more light = better photos) - Move phone closer/farther to find focus

Photo Quality Tips

For best results: - Hold phone steady (2-3 seconds) - Take wide shot + close-up - Include context (surroundings) - Good lighting (natural light best) - Clean lens before important photos

Voice Issues

Microphone or voice recognition problems.

Microphone Not Working:

  1. Check microphone permission:
  2. iOS: Settings > SiteWhiz > Microphone > Allow
  3. Android: Settings > Apps > SiteWhiz > Permissions > Microphone > Allow
  4. Test microphone in other apps (Voice Recorder)
  5. Restart device if needed

Poor Recognition:

  • Speak clearly - Normal pace, not too fast
  • Reduce background noise - Find quieter location
  • Check internet - Voice recognition requires connection
  • Speak closer - 20-30 cm from microphone
  • Use standard language - Avoid heavy accents or slang

Sync Issues (Mobile)

Data not syncing between mobile and desktop.

Data Not Syncing:

  1. Check internet connection (WiFi or cellular must be on)
  2. Pull down to refresh (pull-to-refresh gesture)
  3. Force close and reopen app
  4. Wait 30 seconds - sync happens automatically

Photos Not Uploading:

  • Ensure WiFi/cellular is active
  • Wait for upload indicator (spinning icon)
  • Photos upload automatically when connected
  • Check later if successful (in item detail)
  • Large photos (10 MB+) may take longer

Offline Work

Create items offline - they save locally and upload when connection restored. Pending indicator shows unsynchronized items.

App Running Slow

Performance issues on mobile.

Solutions:

  1. Close other apps - Free up memory
  2. Clear app cache:
  3. iOS: Settings > SiteWhiz > Clear Cache
  4. Android: Settings > Apps > SiteWhiz > Storage > Clear Cache
  5. Restart device - Resolves memory issues
  6. Check storage space - Need minimum 1 GB free
  7. Update app - Check for updates

Performance Issues

Slow Loading

Pages take long to load or display content.

Check Internet Connection:

  1. Test your speed: speedtest.net
  2. Minimum needed: 5 Mbps
  3. Try WiFi if on cellular
  4. Move closer to router

Clear Browser Cache:

  1. Browser settings > Privacy
  2. Clear cache and cookies (last 24 hours)
  3. Close browser completely
  4. Reload page (F5 or Cmd+R)

Try Different Browser: - Recommended: Chrome (fastest) - Good: Firefox - Mac: Safari - Windows: Edge

Large Projects

Projects with many documents or items load slowly.

Many Documents (200+): - Use search instead of browsing - Apply filters to reduce results (e.g., only PDFs, last month) - Consider archiving old documents (projects older than 1 year)

Many Items (500+): - Use filters to narrow view (e.g., only open items) - Search for specific items - Archive closed items (completed items older than 6 months)

Search vs Browse

Searching is always faster than browsing. Use the search box for quick access.

AI Response Time

AI assistant takes long to answer questions.

Why AI may be slow: - Large document sets - 100+ documents = longer search - Complex questions - "Summarize all specifications" = more processing - High server load - Many users = slower response

Improve Speed:

  1. Ask specific questions
  2. Good: "What are the concrete specifications for foundation?"
  3. Avoid: "What's in the specification?"
  4. Limit document scope
  5. Reference specific document: "According to the construction report..."
  6. Try during off-peak hours
  7. Fewer users = faster (early morning, evening)
Typical Response Times

Expected AI response times: - Simple question, small project: 3-5 seconds - Complex question, small project: 10-15 seconds - Simple question, large project: 10-20 seconds - Complex question, large project: 30-60 seconds

If consistently slower, contact support.

Contact Support

When to contact support and what to include.

Need More Help?

If you can't resolve your issue:

  • Email: joke@sitewhiz.eu
  • Response time: Within 24 hours (usually faster)

What to include: - What you're trying to do - Be specific - What's happening - Error message, unexpected behavior - Screenshot - Very helpful for visual issues - Browser/device - Chrome 120, iPhone 14, etc. - When it happens - Always, sometimes, specific time - What you've tried - Helps us avoid repeating steps

Example good support request:

"I'm trying to upload a PDF specification (25 MB) to my project 'Building A'. The upload progress bar reaches 50% then shows error 'Upload failed'. I've tried in Chrome 120 on Windows 11, cleared cache, and tested with smaller file (works). Screenshot attached."

Prevention Tips

Avoid common issues before they happen.

Prevent Login Issues: - Use password manager - Enable 2FA for security - Keep email accessible - Don't share passwords

Prevent Sync Issues: - Check connection status regularly - Don't rename synced folders - Keep cloud storage account active - Monitor quota/storage limits

Prevent Mobile Issues: - Keep app updated - Grant necessary permissions - Maintain storage space - Regular device restarts

Prevent Performance Issues: - Clear cache monthly - Use recommended browsers - Archive old projects - Use filters for large datasets

Next Steps