Chapter 16: Troubleshooting
Login Issues
Can't Log In
Symptoms: Login fails, error message, can't access account
Solutions:
1. Verify email address: Make sure you're using the correct email
2. Check caps lock: Passwords are case-sensitive
3. Reset password: Click "Forgot your password?" on the login page
4. Clear browser cache: Old cookies may cause issues
5. Try different browser: Test with Chrome, Firefox, or Safari
6. Check for typos: Re-enter credentials carefully
"Invalid email or password" Error
Possible causes:
- Incorrect email address
- Incorrect password
- Account doesn't exist
Solutions:
1. Try password reset to verify email exists
2. Create new account if needed
3. Contact support if issue persists
Email Confirmation Not Received
Solutions:
1. Check spam/junk folder
2. Add noreply@aircraft-logs.com to contacts
3. Request another confirmation email
4. Verify email address is correct
5. Contact support for manual verification
Page Loading Issues
Page Won't Load
Solutions:
1. Check internet connection
2. Refresh the page (Ctrl/Cmd + R)
3. Clear browser cache
4. Try a different browser
5. Disable browser extensions temporarily
6. Try incognito/private mode
Slow Performance
Possible causes:
- Slow internet connection
- Browser issues
- Too many browser tabs open
Solutions:
1. Check your internet speed
2. Close unnecessary browser tabs
3. Clear browser cache
4. Restart browser
5. Try a different browser
"Page Not Found" Error
Solutions:
1. Check the URL for typos
2. Navigate from the main menu instead
3. The item may have been deleted
4. Clear browser cache and try again
Data Entry Issues
Can't Save Entry
Possible causes:
- Missing required fields
- Invalid data format
- Session expired
Solutions:
1. Check for error messages (usually in red)
2. Fill in all required fields
3. Check date and number formats
4. Refresh and try again
5. Log out and log back in
Entry Not Showing After Save
Solutions:
1. Refresh the page
2. Check filter settings (date range, book type)
3. Navigate away and back
4. Check if entry is in a different section
Data Disappeared
Possible causes:
- Filters hiding data
- Different aircraft selected
- Entry was deleted
Solutions:
1. Clear all filters
2. Verify correct aircraft is selected
3. Search for the missing item
4. Check recently deleted (if available)
5. Contact support with details
Upload Issues
File Won't Upload
Possible causes:
- File too large
- Unsupported format
- Network issue
Solutions:
1. Check file size (max 25 MB)
2. Verify file type (JPG, PNG, PDF)
3. Try a smaller file
4. Check internet connection
5. Refresh and try again
Upload Stuck at Percentage
Solutions:
1. Wait a few more minutes
2. Check internet connection
3. Cancel and retry
4. Try a smaller file
5. Refresh the page and re-upload
OCR Not Working
Possible causes:
- Quota exceeded
- Poor image quality
- Processing delay
Solutions:
1. Check your OCR quota (50 pages/month)
2. Wait a few minutes for processing
3. Upload a clearer image
4. Edit OCR text manually if needed
AD Tracking Issues
AD Due Date Seems Wrong
Possible causes:
- Incorrect compliance date
- Wrong monitor type setting
- Incorrect duration
Solutions:
1. Verify compliance date is correct
2. Check monitor type (Years, Time, Both)
3. Verify duration settings
4. Recalculate manually to verify
AD Not Found in Search
Possible causes:
- AD not in FAA database yet
- Wrong search terms
- AD superseded
Solutions:
1. Try different search terms
2. Search by AD number directly
3. Add AD manually
4. Check FAA website for AD details
Compliance Not Updating from Logbook
Possible causes:
- Work item not linked to AD
- Entry not saved properly
Solutions:
1. Edit the logbook entry
2. Ensure work item is linked to correct AD
3. Save the entry again
4. Check AD for updated compliance
Component Issues
Component Hours Not Updating
Solutions:
1. Link logbook entries to the component
2. Ensure hours are recorded in logbook entries
3. Update component hours manually
Parent-Child Relationship Wrong
Solutions:
1. Edit the child component
2. Change the Parent Component selection
3. Save changes
Subscription & Billing Issues
Can't Add Aircraft
Possible causes:
- Payment issue
- Subscription inactive
Solutions:
1. Check subscription status
2. Update payment method
3. Contact support for billing issues
Charged Incorrectly
Solutions:
1. Review billing history
2. Check for prorated charges (adding aircraft)
3. Verify number of aircraft
4. Contact support with invoice details
Credits Not Showing
Possible causes:
- Processing delay
- Payment not completed
Solutions:
1. Wait a few minutes
2. Check payment confirmation
3. Refresh the page
4. Contact support with receipt
Browser-Specific Issues
Chrome Issues
Common fixes:
1. Update Chrome to latest version
2. Clear cache: Settings > Privacy > Clear browsing data
3. Disable extensions temporarily
4. Try incognito mode
Safari Issues
Common fixes:
1. Update Safari
2. Clear cache: Safari > Clear History
3. Check privacy settings
4. Enable JavaScript
Firefox Issues
Common fixes:
1. Update Firefox
2. Clear cache: Settings > Privacy > Clear Data
3. Try safe mode (without extensions)
4. Check cookie settings
Mobile Browser Issues
Common fixes:
1. Update your browser
2. Clear app cache
3. Try desktop mode if available
4. Rotate device orientation
Getting More Help
Contact Support
If troubleshooting doesn't resolve your issue:
Email: support@aircraft-logs.com
Include:
- Your account email
- Description of the issue
- Steps you've already tried
- Screenshots if helpful
- Browser and device information
Response Times
- We typically respond within 1 business day
- Urgent issues are prioritized
- Check spam folder for responses
Before Contacting Support
- Try the troubleshooting steps above
- Check if issue is browser-specific
- Note any error messages exactly
- Take screenshots of the issue
Reporting Bugs
If you find a bug:
- Note exactly what happened
- Document steps to reproduce
- Take screenshots
- Email support with details
We appreciate bug reports and will work to fix issues quickly.