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Troubleshooting Guide

This document provides solutions for common issues, helping you quickly resolve problems you may encounter while using GeniSpace.

Login Issues​

Unable to Log In​

If you cannot log in to your GeniSpace account:

  1. Check your network connection - Ensure your device is properly connected to the internet
  2. Verify account information - Make sure you've entered the correct email address and password
  3. Clear browser cache - Try clearing your browser cache and cookies
  4. Use the forgot password feature - Click the "Forgot Password" link on the login page to reset your password
  5. Check browser compatibility - Ensure you're using a supported browser (latest version of Chrome, Firefox, Safari, or Edge)

If the above methods don't work, please contact the support team.

Multi-Factor Authentication (MFA) Issues​

If you encounter issues with multi-factor authentication:

  1. Verify device time - Ensure your device time is accurate (an out-of-sync clock may cause authentication code mismatches)
  2. Re-scan the QR code - Re-set up GeniSpace in your authenticator app by scanning a new QR code
  3. Use recovery codes - If you cannot access your authenticator device, use previously saved recovery codes
  4. Contact your administrator - If you're an organization member, contact your organization admin to reset MFA

Performance Issues​

Slow Page Loading​

If GeniSpace pages load slowly:

  1. Check network speed - Use a speed test to confirm your network connection is stable
  2. Close unnecessary tabs and applications - Reduce the number of programs running on your device
  3. Clear browser cache - Periodically clear browser cache and history
  4. Use simplified view - For large projects, switch to list view instead of card view
  5. Reduce filter criteria - Complex filtering and sorting can affect performance

Browser Crashes​

If your browser crashes while using GeniSpace:

  1. Update your browser - Ensure you're using the latest browser version
  2. Disable extensions - Try disabling browser extensions, especially ad blockers and script blockers
  3. Check system resources - Ensure your computer has sufficient memory and processing power
  4. Restart the browser - Completely close and restart the browser
  5. Try a different browser - If the issue persists, try using a different browser

Feature Issues​

Automated Workflow Not Triggering​

If an automated workflow is not working as expected:

  1. Check workflow status - Confirm the workflow is enabled (check status on the automation page)
  2. Verify trigger conditions - Check that trigger conditions are correctly set and all requirements are met
  3. Check permissions - Ensure the workflow has sufficient permissions to perform the required operations
  4. View workflow logs - Check execution logs and error messages on the workflow details page
  5. Simplify the workflow - Try creating a simpler workflow to test basic functionality

Notifications Not Received​

If you're not receiving expected notifications:

  1. Check notification settings - Confirm notifications are enabled in account settings
  2. Check spam folder - Email notifications may be flagged as spam
  3. Verify contact information - Ensure your email address and phone number are correct
  4. Check browser notification permissions - For in-app notifications, ensure the browser allows GeniSpace to send notifications
  5. Verify "Do Not Disturb" settings - Confirm you haven't enabled "Do Not Disturb" mode or working hours settings that block notifications

File Upload Failure​

To resolve file upload issues:

  1. Check file size - Ensure the file size is within the allowed limit (typically 25MB)
  2. Verify file type - Confirm you're uploading a supported file type
  3. Try a different browser - Attempt uploading using a different browser
  4. Check storage space - Confirm your workspace hasn't exceeded the storage limit
  5. Try an alternative method - Try dragging and dropping the file into the upload area instead of using the file picker

Data Issues​

Data Not Saved​

If your changes are not being saved:

  1. Check network connection - Ensure you have a stable network connection when saving
  2. Watch the edit status indicator - Look for "Saving" or "Saved" indicators in the interface
  3. Check after refreshing - Refresh the page and verify whether changes persist
  4. Check permissions - Confirm you have edit permissions for the relevant content
  5. Check auto-save functionality - For long text editing, ensure the editor's auto-save feature is working properly

Data Import or Export Failure​

To resolve data migration issues:

  1. Verify file format - Ensure the import file format is correct (CSV, Excel, etc.)
  2. Check file size - Verify the file size is within limits
  3. Use templates - Use the import templates provided by GeniSpace
  4. Field mapping - Correctly map fields during the import process
  5. Import in batches - For large datasets, try importing in batches

Integration Issues​

Third-Party Integration Failure​

To resolve integration issues with other services:

  1. Check connection status - Verify the connection status in "Settings > Integrations"
  2. Re-authorize - Disconnect and reconnect the integration
  3. Verify API keys - Ensure API keys or access tokens are valid and not expired
  4. Check permissions - Confirm you've granted the required permissions
  5. Review integration logs - Check error logs to identify specific issues

Synchronization Issues​

To resolve data synchronization issues:

  1. Manually trigger sync - Try manually triggering synchronization in integration settings
  2. Check time settings - Confirm timezone settings are correct
  3. Verify sync rules - Check that sync rules are properly configured
  4. Check data compatibility - Ensure the data format is compatible with the target system
  5. Reduce sync scope - Try synchronizing a smaller dataset to rule out capacity issues

Mobile App Issues​

App Crashes​

To resolve mobile app crash issues:

  1. Update the app - Ensure you're using the latest version of the GeniSpace mobile app
  2. Restart the app - Completely close and restart the app
  3. Restart the device - Restart your phone or tablet
  4. Clear app cache - Clear the app cache in device settings
  5. Check storage space - Ensure the device has sufficient storage space

Offline Mode Issues​

To resolve offline usage issues:

  1. Enable offline mode - Confirm offline access is enabled in app settings
  2. Sync latest data - Connect to the network and sync data before going offline
  3. Check cache limits - Confirm you haven't exceeded the offline data storage limit
  4. Understand feature limitations - Some features may not be available in offline mode
  5. Manually trigger sync - Manually trigger data synchronization after reconnecting to the network

Permission and Access Issues​

Unable to Access Specific Features​

If you cannot access certain features:

  1. Check account type - Confirm your subscription plan includes the feature
  2. Verify role permissions - Check whether your user role has permission to access the feature
  3. Contact your administrator - Contact the organization admin to obtain necessary permissions
  4. Review feature limitations - Understand the conditions or limitations for specific features
  5. Check feature flags - Some features may be in beta and require special enablement

Sharing and Collaboration Issues​

To resolve sharing and collaboration issues:

  1. Verify sharing settings - Confirm the project or task has been properly shared
  2. Check recipients - Ensure the share target's email address is correct
  3. Verify permission levels - Confirm appropriate permissions have been granted (view, edit, manage, etc.)
  4. Check organization restrictions - Understand any sharing restrictions set by the organization
  5. Resend invitations - If users haven't received invitations, try resending them

Issue Feedback​

GeniSpace provides a built-in issue feedback feature for conveniently reporting problems to the platform team.

Submitting Issue Feedback​

  1. Click the feedback button in the top bar, or navigate directly to /report-issue
  2. Fill in the issue description, including issue type, detailed description, and reproduction steps
  3. Submit feedback

Viewing Feedback Records​

Visit /feedback-records to view your submitted issue feedback history and check the processing status of your feedback.

Notification Center​

The Notification Center is used to view system notifications and operational reminders.

Access Method​

Click the notification icon (bell) in the top bar, or navigate directly to /notifications.

Notification Types​

The Notification Center displays the following types of messages:

  • System Notifications — Platform announcements, maintenance notices, etc.
  • Operational Reminders — Task execution results, approval reminders, etc.
  • Team Messages — Team member invitations, permission changes, etc.

Getting More Help​

If the issue persists after trying the above solutions:

  1. Consult the documentation — Visit the Documentation Center for detailed guides
  2. Submit issue feedback — Use the built-in issue feedback feature (feedback button in the console top bar)
  3. Contact support — Send an email to support@genispace.com
  4. Live chat support — Enterprise users can use live chat support

When contacting support, please provide the following information:

  • Your GeniSpace version
  • Browser/device type and version
  • Detailed description of the issue
  • Steps to reproduce the issue
  • Relevant error messages or screenshots