Troubleshooting
At Edumatika, we strive to provide seamless support for your Learning Management System (LMS). However, we understand that issues may arise. This troubleshooting guide is designed to help you quickly resolve common problems. If you can’t find the solution here, our support team is always ready to assist.
Common Issues and Solutions
1. Unable to Access the LMS Platform
Possible Causes:
- Incorrect login credentials.
- Network connectivity issues.
- Platform maintenance or downtime.
Solutions:
- Double-check your login credentials, ensuring they are correct.
- Verify your internet connection.
- Check for any maintenance notifications or downtime announcements from your LMS provider.
- If the issue persists, contact Edumatika support for further assistance.
2. Slow LMS Performance
Possible Causes:
- High server load during peak times.
- Inefficient database queries or resource-intensive plugins.
- Outdated software or lack of optimizations.
Solutions:
- Try accessing the platform during off-peak hours to determine if the issue is load-related.
- Review and disable any unnecessary plugins or features.
- Contact Edumatika for a performance audit and optimization services.
3. SSO (Single Sign-On) Not Working
Possible Causes:
- Incorrect SSO configuration.
- Expired or invalid SSO certificates.
- Incompatibility with certain browsers or devices.
Solutions:
- Verify that your SSO settings are correctly configured in the LMS.
- Ensure that all certificates are up to date.
- Test the SSO process on different browsers and devices to identify compatibility issues.
- Reach out to Edumatika for expert assistance in troubleshooting SSO issues.
4. Issues with Course Content Display
Possible Causes:
- Incorrect course settings or permissions.
- Browser compatibility issues.
- Corrupted or missing content files.
Solutions:
- Review the course settings to ensure content is correctly configured and accessible to the intended users.
- Clear your browser cache or try accessing the content in a different browser.
- Check for missing or corrupted files and re-upload if necessary.
- If the problem persists, Edumatika support can help diagnose and resolve the issue.
5. Error Messages When Uploading Files
Possible Causes:
- File size exceeding upload limits.
- Unsupported file formats.
- Server issues or insufficient storage space.
Solutions:
- Ensure that your file size does not exceed the maximum upload limit set by your LMS.
- Convert files to a supported format before uploading.
- Contact your server administrator to check for storage issues or increase storage capacity.
- For persistent errors, Edumatika can provide technical support to resolve the problem.
6. User Access Issues
Possible Causes:
- Incorrect user role assignments.
- Expired user accounts.
- SSO integration errors.
Solutions:
- Verify that users have been assigned the correct roles and permissions within the LMS.
- Check the status of user accounts to ensure they are active.
- Review your SSO integration settings for any potential misconfigurations.
- Contact Edumatika if you need assistance managing user roles and access.
How to Contact Support
If you’ve tried the solutions above and are still experiencing issues, Edumatika’s support team is here to help. You can reach us via:
- Email: support@edumatika.com
- Phone: +1 (855) 954-5550
- Trello Board: [Link to Trello Board] (Follow up on your requests and track progress)
Our team will respond as quickly as possible to assist with your issue.
Additional Resources
For more detailed information and advanced troubleshooting, refer to the following:
Thank you for choosing Edumatika. We’re committed to helping you achieve a seamless and effective learning experience.