Troubleshooting Guide 🔧

Step-by-step solutions for common technical issues. Get back to caring for your pets quickly with these proven fixes.

A person working on a laptop with various technical tools and diagnostic screens visible, representing troubleshooting and problem-solving.

Quick Diagnostic Steps

Try these first before diving into specific issues.

Universal Troubleshooting

The "Magic Five" - Try these in order:

Refresh the page (Ctrl+F5 or Cmd+Shift+R)
Check internet connection - Try loading another website
Clear browser cache - Remove stored data that might be corrupted
Try incognito/private mode - Rules out browser extensions
Restart your browser - Fresh start often fixes temporary issues

If still having problems:

Try a different browser (Chrome, Safari, Firefox)
Test on different device (phone, tablet, computer)
Check if issue happens for specific features only

When to Contact Support

Contact support immediately for:

Complete inability to access your account
Data loss or missing information
Security concerns or unauthorized access
Payment or billing emergencies
Features that suddenly stopped working

Try troubleshooting first for:

Slow loading or performance issues
Minor display problems
Single feature not working as expected
Questions about how features work

Get back into your account quickly.

For email accounts:

Step 1: Basic checks

Verify email address spelling (common typos)
Check if Caps Lock is on for password
Try typing password in a text editor first to verify

Step 2: Password issues

Use "Forgot Password" link on sign-in page
Check email (including spam folder) for reset link
Reset links expire after 24 hours - request new one if needed
Create new password following requirements

Step 3: Browser issues

Clear browser cache and cookies
Disable browser extensions temporarily
Try incognito/private browsing mode
Test in different browser

For Google Sign-In:

Step 1: Google account

Verify you're using correct Google account
Sign in to Gmail to test Google account access
Check if Google account needs password update

Step 2: Authorization

Clear browser cache for Google services
Revoke CrittrHavens access in Google account settings
Re-authorize through "Continue with Google"
Try different browser if issues persist

Account Verification Problems

Email verification not working:

Step 1: Email delivery

Check spam/junk folder thoroughly
Add CrittrHavens emails to your whitelist
Try different email address if persistent issues
Check if your email provider blocks automated emails

Step 2: Verification process

Click the verification link in email (don't copy/paste)
Link should open in same browser where you signed up
Verification links expire - request new one if old
Contact support if verification consistently fails

Step 3: Alternative solutions

Try verification from different device
Use different browser for verification
Ensure JavaScript is enabled in browser
Contact support for manual verification

Performance & Loading Issues

Speed up your CrittrHavens experience.

Slow Loading

Connection-related causes:

Step 1: Internet speed

Test internet speed (use speedtest.net)
Switch to WiFi if using cellular data
Move closer to WiFi router if signal is weak
Restart modem/router if internet is slow overall

Step 2: Network optimization

Close other apps using internet (streaming, downloads)
Pause cloud backups or updates
Use ethernet connection if possible
Try loading at different time of day

Device-related causes:

Step 1: Browser optimization

Close unnecessary browser tabs
Clear browser cache and temporary files
Disable unused browser extensions
Update browser to latest version

Step 2: Device performance

Close other running applications
Restart your device
Check available storage space (need 10%+ free)
Update operating system if available

App-specific optimization:

Step 1: Settings adjustments

Enable "Data Saver" mode in CrittrHavens settings
Reduce image quality settings for faster loading
Limit number of photos displayed at once
Turn off automatic photo loading if available

Step 2: Usage patterns

Access recently used sections first (they load faster)
Avoid opening many features simultaneously
Let pages fully load before navigating elsewhere
Use search instead of browsing when possible

App Crashes or Freezes

Browser crashes:

Step 1: Immediate fixes

Close and restart browser completely
Check for browser updates and install
Disable all extensions temporarily
Clear all browser cache and data

Step 2: Deeper solutions

Restart your device completely
Update operating system
Try different browser entirely
Check for malware or viruses

Feature freezes:

Step 1: Feature-specific

Navigate away and return to frozen feature
Refresh page using Ctrl+F5 (or Cmd+Shift+R)
Try same feature in different area of app
Test feature with minimal data first

Step 2: Data-related

Check if freezing happens with specific pets/data
Try creating new test pet to isolate issue
Clear app cache if using mobile version
Log out and back in to reset session

Data & Sync Issues

Keep your data synchronized and secure.

Data Not Saving

Form submission problems:

Step 1: Immediate checks

Ensure all required fields are filled
Check for error messages (often in red text)
Verify internet connection is stable
Don't navigate away while saving

Step 2: Browser issues

Enable JavaScript (required for saving)
Disable ad blockers temporarily
Clear browser cookies and cache
Try different browser to test

Step 3: Data validation

Check for special characters in text fields
Verify date formats match expected format
Ensure numbers are in valid ranges
Remove extra spaces from beginning/end of text

Auto-save problems:

Step 1: Connection issues

Check for stable internet during entry
Look for "saving" or "saved" indicators
Don't close browser/app while auto-saving
Manual save before navigating away

Step 2: Session issues

Log out and log back in
Check if session expired (15+ minutes inactive)
Refresh page and re-enter data
Use copy/paste to preserve long entries

Sync Between Devices

Data not appearing on other devices:

Step 1: Basic sync

Verify using same account on all devices
Check internet connection on both devices
Wait 2-3 minutes for sync to complete
Force refresh on device missing data

Step 2: Manual sync

Log out and back in on problematic device
Clear cache on device with sync issues
Check for app updates on both devices
Use "Force Sync" if available in settings

Step 3: Conflict resolution

Avoid editing same data on multiple devices simultaneously
Complete edits on one device before switching
Check for conflicting entries or duplicates
Contact support if data conflicts appear

Photo sync issues:

Step 1: Upload verification

Ensure photos uploaded successfully (look for checkmarks)
Verify internet was stable during upload
Check if photos appear in upload device
Try uploading one photo at a time

Step 2: Storage and access

Verify sufficient storage space on device
Check if photos are marked as favorites
Ensure viewing device has internet access
Clear photo cache and reload

Photo & Media Problems

Fix photo upload and display issues.

Photo Upload Failures

File format and size issues:

Step 1: Image requirements

Use common formats: JPEG, PNG, WebP
Keep file size under 10MB for best results
Ensure photos aren't corrupted or damaged
Try different photos to test upload function

Step 2: Image optimization

Reduce photo size using photo editor
Compress large images before upload
Take new photos at lower resolution if needed
Convert unusual formats to JPEG or PNG

Connection and performance:

Step 1: Upload environment

Use WiFi instead of cellular data for large uploads
Ensure stable internet connection throughout upload
Upload photos one at a time instead of batches
Avoid uploading during peak internet usage times

Step 2: Browser optimization

Clear browser cache before uploading
Close unnecessary tabs to free memory
Try different browser if uploads consistently fail
Restart browser between upload attempts

Photos Not Displaying

Display problems:

Step 1: Loading issues

Wait for photos to fully load (may take time)
Check internet connection while viewing
Refresh page if photos show as broken links
Try viewing photos in different section of app

Step 2: Cache and storage

Clear browser cache and reload page
Check if photos display on different device
Verify photos were successfully uploaded
Look for photo thumbnails vs. full-size images

Missing or deleted photos:

Step 1: Photo retention

Check if photos were marked as favorites
Verify 90-day cleanup notice didn't apply (free accounts)
Look for photos in other sections or care logs
Check if photos were moved to different pet

Step 2: Recovery options

Contact support immediately if photos disappeared
Check if photos exist on original upload device
Look for backup copies in device photo library
Request data recovery if photos were critical

Notification & Alert Issues

Fix notification delivery and settings.

Not Receiving Notifications

Browser permission issues:

Step 1: Permission check

Look for notification permission prompt in browser
Check browser settings for notification permissions
Ensure CrittrHavens is allowed to send notifications
Test with immediate notification to verify setup

Step 2: Browser configuration

Check if browser is in "Do Not Disturb" mode
Verify notification settings in browser preferences
Ensure sound/visual notifications are enabled
Test notifications with other websites

Device and system settings:

Step 1: Device permissions

Check device notification settings
Ensure CrittrHavens isn't in "battery optimization" mode
Verify system-wide "Do Not Disturb" is off
Check if device has notification scheduling enabled

Step 2: App-specific settings

Review notification preferences in CrittrHavens settings
Verify push notifications are enabled in app
Check notification timing and frequency settings
Test different notification types individually

Too Many Notifications

Notification frequency:

Step 1: Preference adjustment

Review enabled notification types in settings
Disable unnecessary notification categories
Adjust frequency settings for each type
Use daily summary instead of individual alerts

Step 2: Smart filtering

Set custom "quiet hours" if available
Group similar notifications together
Prioritize critical notifications only
Use task completion to reduce reminders

Browser & Compatibility Issues

Ensure optimal browser performance.

Browser Compatibility

Supported browsers:

Fully supported:

Chrome (version 90+)
Safari (version 14+)
Firefox (version 90+)
Edge (Chromium-based)

Limited support:

Older browser versions may have reduced functionality
Internet Explorer is not supported
Mobile browsers generally work well

Feature availability:

Push notifications require modern browser
Photo upload works best in updated browsers
Offline functionality requires service worker support

Browser-Specific Issues

Chrome issues:

Common fixes:

Reset Chrome to default settings
Disable hardware acceleration if graphics issues
Clear site data specifically for CrittrHavens
Update to latest Chrome version

Safari issues:

iOS Safari:

Enable JavaScript in Safari settings
Clear Safari cache and data
Update iOS to latest version
Try switching to private browsing mode

Firefox issues:

Common fixes:

Disable tracking protection for CrittrHavens
Clear Firefox cache and cookies
Update Firefox to latest version
Disable extensions that might interfere

Edge issues:

Common fixes:

Ensure using new Chromium-based Edge
Clear browsing data for CrittrHavens
Reset Edge browser settings
Check for Windows updates

Mobile App & PWA Issues

Fix Progressive Web App problems.

PWA Installation Problems

Installation not working:

iOS (Safari):

Ensure using Safari browser (not Chrome or others)
Look for "Add to Home Screen" in share menu
Verify iOS 12.2 or later for full PWA support
Try deleting and reinstalling if already installed

Android (Chrome):

Use Chrome browser for installation
Look for "Install CrittrHavens" banner
Check if already installed and update instead
Clear Chrome cache and try again

Installation issues:

Ensure stable internet during installation
Try installation from different page in app
Check available storage space on device
Restart device and try installation again

Mobile Performance Issues

App running slowly:

iOS optimization:

Close background apps to free memory
Restart device regularly
Update iOS to latest version
Clear Safari cache before using PWA

Android optimization:

Clear Chrome cache and data
Restart device to free memory
Update Chrome and Android OS
Check available storage space

Touch and gesture issues:

Calibrate touch screen if available
Clean screen for better touch response
Try using device in different orientation
Restart app if gestures stop working

Advanced Troubleshooting

For persistent or complex issues.

Network and Firewall Issues

Corporate or school networks:

Common restrictions:

Firewall blocking app connections
Proxy servers interfering with data
Content filters blocking features
Port restrictions affecting functionality

Solutions:

Contact IT administrator for assistance
Try using personal hotspot or different network
Use VPN if permitted and necessary
Access during different times when restrictions may be lighter

Hardware-Specific Issues

Older devices:

Performance optimization:

Close all other apps before using CrittrHavens
Use lowest quality settings for photos
Avoid using multiple features simultaneously
Consider device upgrade if persistent issues

Storage issues:

Ensure 10% or more free storage space
Clear cache for other apps
Delete unnecessary files or apps
Move photos/videos to cloud storage

Data Recovery

Lost data scenarios:

Recent data loss:

Check if data exists on other devices
Look for automatic backups or exports
Contact support immediately for recovery attempt
Avoid making changes until recovery is attempted

Prevention measures:

Export important data regularly
Use multiple devices to access account
Mark critical photos as favorites
Enable all available backup options

Still experiencing issues? Contact our support team with:

Detailed description of the problem
Steps you've already tried
Browser and device information
Screenshots of any error messages

We're here to help get you back to caring for your pets!