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Troubleshooting Guide

This guide helps you resolve common issues with Core Tracker. If you can't find your issue here, please contact our support team.

Installation Issues

Can't Access Core Tracker Website

Problem: The website won't load or shows an error.

Solutions: 1. Check Internet Connection: Make sure you have a stable internet connection 2. Try Different Browser: Test with Chrome, Safari, Firefox, or Edge 3. Clear Browser Cache: Clear your browser's cache and cookies 4. Check URL: Make sure you're using https://app.coretracker.io 5. Disable Extensions: Temporarily disable browser extensions 6. Try Incognito Mode: Test in private/incognito browsing mode

Installation Button Not Showing

Problem: The "Install App" or "Add to Home Screen" option isn't available.

Solutions: 1. Sign In First: Make sure you're logged into your Core Tracker account 2. Refresh Page: Try refreshing the page 3. Check Browser: Ensure you're using a supported browser 4. Clear Cache: Clear your browser cache and try again 5. Try Different Device: Test on a different device or browser

Login Issues

Forgot Password

Problem: Can't remember your password.

Solutions: 1. Password Reset: Click "Forgot Password" on the login page 2. Check Email: Look for password reset instructions in your email 3. Check Spam: Check your spam/junk folder 4. Contact Support: If you don't receive the email, contact support

Account Locked

Problem: Account is locked after multiple failed login attempts.

Solutions: 1. Wait 15 Minutes: The account will automatically unlock 2. Reset Password: Use the password reset feature 3. Contact Support: If the problem persists, contact support

Two-Factor Authentication Issues (MFA is Mandatory)

Problem: Can't access your 2FA code or it's not working.

Solutions: 1. Check Time: Make sure your device time is correct 2. Backup Codes: Use your backup codes if available 3. Reset 2FA: Contact support to reset two-factor authentication 4. New Device: Set up 2FA on a new device if needed

MFA is Mandatory

Two-factor authentication cannot be disabled - it's required for all Core Tracker accounts for security compliance.

Problem: Lost access to authenticator app.

Solutions: 1. Use Backup Codes: Enter one of your saved backup codes 2. Contact Support: Contact support for account recovery 3. Verify Identity: You'll need to verify your identity to reset MFA

Problem: Authenticator codes not working.

Solutions: 1. Check Device Time: Ensure your phone's time is correct and synced 2. Restart App: Close and reopen your authenticator app 3. Restart Phone: Restart your phone to refresh the app 4. Reinstall App: Delete and reinstall the authenticator app

Mobile App Issues

App Won't Install

Problem: Can't install Core Tracker as a mobile app.

Solutions: 1. Check Browser: Use Safari on iOS or Chrome on Android 2. Sign In First: Make sure you're logged in 3. Refresh Page: Try refreshing the page 4. Check Storage: Ensure you have enough storage space 5. Update Browser: Make sure your browser is up to date

App Not Working Offline

Problem: The installed app doesn't work without internet.

Solutions: 1. Use Online First: Make sure you've used the app online to cache data 2. Reinstall: Try removing and reinstalling the app 3. Check Cache: Clear browser cache and try again 4. Update App: Make sure you have the latest version

Notifications Not Working

Problem: Not receiving push notifications.

Solutions: 1. Check Permissions: Make sure notifications are enabled for Core Tracker 2. Browser Settings: Check your browser's notification settings 3. Device Settings: Check your device's notification settings 4. Reinstall: Try reinstalling the app 5. Check Internet: Make sure you have internet connection for notifications

Performance Issues

Slow Loading

Problem: Core Tracker loads slowly or freezes.

Solutions: 1. Check Internet: Make sure you have a stable internet connection 2. Clear Cache: Clear your browser cache and cookies 3. Close Other Tabs: Close unnecessary browser tabs 4. Restart Browser: Close and reopen your browser 5. Try Different Browser: Test with a different browser

App Crashes

Problem: The app crashes or closes unexpectedly.

Solutions: 1. Refresh Page: Try refreshing the page 2. Clear Cache: Clear your browser cache 3. Update Browser: Make sure your browser is up to date 4. Restart Device: Restart your device 5. Reinstall: Try reinstalling the app

Data Issues

Data Not Syncing

Problem: Changes aren't saving or syncing across devices.

Solutions: 1. Check Internet: Make sure you have internet connection 2. Refresh Page: Try refreshing the page 3. Sign Out and In: Try signing out and back in 4. Clear Cache: Clear your browser cache 5. Contact Support: If the problem persists, contact support

Lost Data

Problem: Data has disappeared or been lost.

Solutions: 1. Check Different Device: Look for your data on another device 2. Refresh Page: Try refreshing the page 3. Sign Out and In: Try signing out and back in 4. Contact Support: Contact support immediately for data recovery

Browser-Specific Issues

Chrome Issues

Solutions: 1. Update Chrome: Make sure you're using the latest version 2. Clear Cache: Clear browsing data 3. Disable Extensions: Temporarily disable extensions 4. Reset Settings: Reset Chrome settings if needed

Safari Issues

Solutions: 1. Update Safari: Make sure you're using the latest version 2. Clear Cache: Clear Safari cache and cookies 3. Disable Extensions: Temporarily disable Safari extensions 4. Reset Settings: Reset Safari settings if needed

Firefox Issues

Solutions: 1. Update Firefox: Make sure you're using the latest version 2. Clear Cache: Clear Firefox cache and cookies 3. Disable Add-ons: Temporarily disable add-ons 4. Safe Mode: Try running Firefox in safe mode

Still Need Help?

If you can't resolve your issue:

  1. Contact Support: Visit our Support page
  2. Include Details: Provide as much detail as possible about your issue
  3. Screenshot: Include screenshots if helpful
  4. Browser Info: Include your browser and device information

Common Error Messages

"Network Error"

  • Check your internet connection
  • Try refreshing the page
  • Check if the website is down

"Authentication Failed"

  • Check your email and password
  • Try resetting your password
  • Contact support if the problem persists

"Service Unavailable"

  • The service might be temporarily down
  • Try again in a few minutes
  • Check our status page if available

"Storage Quota Exceeded"

  • Clear your browser cache
  • Free up storage space on your device
  • Contact support if the problem persists