Common Issues¶

This guide addresses common issues users may encounter on Gohorto and provides solutions.

Cannot Log In¶

Symptoms: Unable to log in with correct credentials

Solutions: - Verify email address is correct - Check password (case-sensitive) - Use "Forgot Password" to reset - Clear browser cache and cookies - Try different browser - Contact support if issue persists

Account Locked¶

Symptoms: Account locked after multiple failed login attempts

Solutions: - Wait for lockout period to expire - Use password reset feature - Contact support to unlock account - Verify you're using correct login URL

Cannot Access Features¶

Symptoms: Missing features or access denied errors

Solutions: - Verify your role and permissions - Check if feature is available for your role - Contact program administrator - Ensure you're in active program

Application Issues¶

Cannot Submit Application¶

Symptoms: Submit button not working or form not submitting

Solutions: - Check all required fields are completed - Verify document uploads are successful - Check file size limits - Ensure internet connection is stable - Try saving as draft first - Contact support if issue persists

Application Form Not Loading¶

Symptoms: Form not displaying or loading slowly

Solutions: - Refresh the page - Clear browser cache - Try different browser - Check internet connection - Disable browser extensions - Contact support if problem continues

Lost Application Progress¶

Symptoms: Application data lost or not saved

Solutions: - Check if application was saved as draft - Look for auto-save indicators - Try accessing from different device - Contact support to recover data - Re-enter information if necessary

File Upload Issues¶

Cannot Upload Files¶

Symptoms: File upload fails or files not uploading

Solutions: - Check file size (may exceed limit) - Verify file format is supported - Try compressing large files - Check internet connection - Try different file - Contact support if issue persists

Files Not Appearing¶

Symptoms: Uploaded files not visible

Solutions: - Refresh the page - Check file permissions - Verify upload was successful - Check correct folder/location - Contact support if files missing

Session and Appointment Issues¶

Cannot Book Appointment¶

Symptoms: Unable to schedule sessions

Solutions: - Check mentor availability - Verify you're eligible for appointments - Try different time slots - Check if program allows appointments - Contact program administrator

Appointment Not Showing¶

Symptoms: Scheduled appointment not visible

Solutions: - Refresh calendar/page - Check date filters - Verify appointment was confirmed - Check different calendar views - Contact support if missing

Cannot Join Virtual Session¶

Symptoms: Unable to access virtual meeting

Solutions: - Check meeting link is correct - Verify internet connection - Test video conferencing platform - Try different browser - Contact mentor or support

Task and Project Issues¶

Tasks Not Appearing¶

Symptoms: Assigned tasks not visible

Solutions: - Verify you're in active program - Check task filters - Refresh the page - Check different views - Contact program administrator

Cannot Update Task Status¶

Symptoms: Unable to change task status

Solutions: - Verify you have permission to update - Check if task is locked - Refresh the page - Try different browser - Contact support if issue persists

Profile Issues¶

Cannot Update Profile¶

Symptoms: Profile changes not saving

Solutions: - Ensure all required fields are filled - Check internet connection - Try saving section by section - Clear browser cache - Contact support if problem continues

Profile Not Visible¶

Symptoms: Profile not showing to others

Solutions: - Check privacy settings - Verify profile is published - Ensure profile is complete - Check visibility permissions - Contact support if needed

Performance Issues¶

Slow Loading¶

Symptoms: Pages loading slowly

Solutions: - Check internet connection speed - Clear browser cache - Close unnecessary browser tabs - Try different browser - Disable browser extensions - Contact support if consistently slow

Timeout Errors¶

Symptoms: Requests timing out

Solutions: - Check internet connection - Try again after a moment - Refresh the page - Clear browser cache - Contact support if frequent

Getting Additional Help¶

If you've tried the solutions above and still experience issues:

Check FAQ: Review FAQ for more solutions
Contact Support: Reach out through Support
Document Issue: Note what you were doing when issue occurred
Provide Details: Include error messages and steps to reproduce

Next Steps¶

Review FAQ for more solutions
Contact Support for assistance