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.
Tip: When you are invited to a workgroup, the disk capacity available to you is based on the workgroup owner's plan. For example, even if you have a Free plan (1GB), if you are invited to a workgroup created by a Team plan user (10GB), you can use up to 10GB. If you are participating in multiple workgroups, the largest capacity applies.
Supported File Formats
- Documents: PDF, DOCX, XLSX, PPTX
- Images: JPEG, PNG, GIF, WebP
- Videos: MP4, MOV
- Audio: MP3, M4A
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
Checklist and Solutions:
1. Verify Sharing is Enabled
Check that the sharing setting for the target book is "enabled" in the Share tab. Even if sharing is added, users cannot see the book unless it is enabled.
2. Check Workgroup Member Status
The shared user must be in one of the following states:
| Status | Description | Action |
|---|---|---|
| accepted | Accepted the invitation | - |
| join-approved | Join request was approved | - |
| inviting | Invitation not yet accepted | Ask user to check invitation email and accept |
| joining | Join request not yet approved | Admin needs to approve the join request |
Check the user's status in the workgroup member list.
3. Check Sharing Period
If a sharing period is configured, verify the current time is within the sharing period. Books will not be visible outside the period.
4. Check Device Restrictions
If device restrictions are enabled for the workgroup, access is only allowed from permitted devices. Check the device restriction settings in workgroup settings and add the user's device to the allowed list if needed.
5. For Group Sharing, Check Group Membership
If sharing with a group, verify the user is a member of that group. You can check the member list in the Groups tab.
6. Sync the App
If all the above are verified and correct, ask the user to sync the app (restart or pull-down to refresh).
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
- Username (email address)
- Organization ID
- Details of the problem
- Error message (if displayed)
- Steps to reproduce
- Browser and version you are using
- Screenshots (if possible)
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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