Handbook X Coordinator WebUI Manual

Appendix E. Troubleshooting

This section explains problems that may occur while using Handbook X Coordinator WebUI and their solutions.

Login Issues

Cannot Log In

Incorrect Password

Symptom: Error message "Login failed. Incorrect login or password." is displayed

Solution: 1. Verify the email address and password you entered 2. Make sure Caps Lock is off 3. If you forgot your password, reset it using the "Forgot your password?" link

Account is Locked

Symptom: Error message "Account is locked" is displayed

Solution: 1. Wait a while and try logging in again (usually about 30 minutes) 2. Contact an administrator to request account unlock

Account is Disabled

Symptom: Error message "Account is disabled" is displayed

Solution: 1. Contact an administrator to request account activation

Password Reset Email Not Received

Symptom: Requested password reset but email is not received

Solution: 1. Check your spam/junk folder 2. Verify that the email address you entered is correct 3. Check your email filter settings 4. Wait a while and request again

Display Issues

Screen Not Displaying Correctly

Symptom: Layout is broken, buttons are not displayed

Solution: 1. Clear your browser cache 2. Update your browser to the latest version 3. Try a different browser 4. Refresh the page (F5 or Ctrl+R)

Slow Loading

Symptom: Pages take a long time to load

Solution: 1. Check your internet connection 2. Clear your browser cache 3. Close unnecessary browser tabs 4. Disable browser extensions

Book Issues

Books Not Displayed

Symptom: Book list is empty, or specific books are not displayed

Solution: 1. Verify you have selected the correct workgroup 2. Verify you have access to the book 3. Refresh the page 4. Log out and log in again

Cannot Create Books

Symptom: Create book button cannot be clicked, or error is displayed

Solution: 1. Verify you have permission to create books 2. Check if there is available storage space 3. Verify all required fields are filled in

Cannot Remove Books

Symptom: Remove button is not displayed, or error is displayed

Solution: 1. Verify you are the book owner 2. Verify you have removal permission 3. If the book is being shared, remove sharing first then delete

File Upload Issues

Cannot Upload Files

Symptom: Upload fails, or error is displayed

Solution: 1. Verify the file size is within limits 2. Verify the file format is supported 3. Check if there is available storage space 4. Check your internet connection 5. Try a different browser

Upload File Size Limits

When uploading via the Web UI (browser), the maximum size per file is 1024MB (1GB).

To upload files larger than 1024MB, please use the Handbook X client application (iOS/Android/Windows/macOS). There is no per-file size limit when uploading from client apps.

Note: Regardless of the upload method, you cannot upload beyond the disk capacity available for your plan.

Plan Storage Capacity

The storage capacity available for each plan is as follows:

Plan Disk Capacity
Free 1GB
Personal 5GB
Team 10GB
Business 30GB
Enterprise (Dedicated Server) Based on contract

Note: For Team/Business plans, storage capacity can be increased through additional purchases.

Supported File Formats

Office File Conversion Fails

Symptom: PDF conversion of Word/Excel/PowerPoint files fails

Solution: 1. Verify the file is not corrupted 2. Verify the file is not password protected 3. Verify the file does not contain special fonts or features 4. Convert to PDF beforehand, then upload

Sharing Issues

Shared Users Cannot See Book

Symptom: Configured sharing but shared users cannot view the book

Solution: 1. Verify the sharing settings were saved correctly 2. Verify the sharing period is valid 3. Verify the user has joined the correct workgroup 4. Ask the user to restart (sync) the app

Access Code Not Working

Symptom: Cannot access book even after entering access code

Solution: 1. Verify the access code is correct 2. Verify the access code sharing setting is enabled 3. Verify the sharing period is valid

Workgroup Issues

Invitation Email Not Received

Symptom: Invited a member but invitation email is not received

Solution: 1. Verify you entered the correct email address 2. Check the invitee's spam/junk folder 3. Resend the invitation

Cannot Join Workgroup

Symptom: Cannot join after clicking invitation link

Solution: 1. Verify the invitation has not expired 2. Verify you haven't already joined 3. Verify your login status 4. Request the administrator to send a new invitation

Other Issues

Session Expires

Symptom: Suddenly logged out during operation

Solution: 1. Sessions have an expiration period. Log in again 2. Verify browser cookies are enabled 3. If using private browsing mode, try normal mode

Error Message Displayed

Symptom: General error message like "Error occurred" is displayed

Solution: 1. Refresh the page 2. Log out and log in again 3. Clear your browser cache 4. If the problem persists, contact support

Contacting Support

If the above methods do not resolve your issue, please contact support.

Information Required When Contacting

Support Contact

If you are using a paid plan (Team/Business/Enterprise), you can access the support portal from the "Open Support Site" link on the Profile screen.

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