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Troubleshooting Guide

This comprehensive troubleshooting guide helps you resolve common issues with Nuclom. Find solutions for technical problems, account issues, collaboration challenges, and more.

Troubleshooting Guide

This comprehensive troubleshooting guide helps you resolve common issues with Nuclom. Find solutions for technical problems, account issues, collaboration challenges, and more.

Quick Problem Resolution

Emergency Checklist

Before You Start

  1. Check your internet connection - Ensure stable connectivity
  2. Refresh the page - Press F5 or Ctrl+R (Cmd+R on Mac)
  3. Try a different browser - Test with Chrome, Firefox, or Safari
  4. Clear browser cache - Remove cached data and cookies
  5. Disable browser extensions - Turn off ad blockers and extensions

Common Quick Fixes

  • Restart your browser - Close and reopen completely
  • Check system requirements - Ensure your device meets minimum specs
  • Update your browser - Use the latest version
  • Try incognito/private mode - Test without extensions and cache

When to Contact Support

Immediate Support Needed

  • Security concerns or suspected breaches
  • Billing or payment issues
  • Account locked or suspended
  • Data loss or corruption
  • System-wide outages

Contact Information

  • Email: support@nuclom.com
  • Emergency line: Available for Enterprise customers
  • Live chat: Available during business hours
  • Community forum: For general questions and discussions

Technical Issues

Video Playback Problems

Video Won't Play

Symptoms

  • Video player shows loading spinner indefinitely
  • Black screen instead of video
  • Error message appears
  • Audio plays but no video

Solutions

Step 1: Basic Troubleshooting

  1. Refresh the page (F5 or Ctrl+R)
  2. Try different browser
  3. Clear browser cache and cookies
  4. Disable browser extensions
  5. Check internet connection speed

Step 2: Browser-Specific Issues

  • Chrome: Enable hardware acceleration in settings
  • Firefox: Update to latest version, check add-ons
  • Safari: Enable JavaScript and cookies
  • Edge: Clear browsing data, check privacy settings

Step 3: Network Issues

  • Test with different network (mobile hotspot)
  • Check corporate firewall settings
  • Verify video streaming isn't blocked
  • Try lower quality settings

Step 4: Device Issues

  • Restart your device
  • Check available storage space
  • Close other applications
  • Update browser to latest version

Poor Video Quality

Symptoms

  • Blurry or pixelated video
  • Stuttering or choppy playback
  • Audio and video out of sync
  • Frequent buffering

Solutions

Quality Settings

  1. Click quality button in video player
  2. Try different quality settings
  3. Enable "Auto" quality for adaptive streaming
  4. Check if higher qualities are available

Network Optimization

  • Test internet speed (minimum 5 Mbps for HD)
  • Close bandwidth-heavy applications
  • Use wired connection instead of WiFi
  • Contact ISP if persistent issues

Device Performance

  • Close unnecessary browser tabs
  • Restart browser
  • Check CPU usage
  • Update graphics drivers

Upload Issues

Upload Failures

Symptoms

  • Upload progress stops or fails
  • Error messages during upload
  • File appears corrupted after upload
  • Upload takes extremely long time

Solutions

File Preparation

  1. Check file format - Use MP4, MOV, AVI, or MKV
  2. Verify file size - Ensure under maximum limit
  3. Test file integrity - Play file locally first
  4. Compress if needed - Reduce file size if too large

Upload Process

  1. Stable connection - Use wired internet if possible
  2. Don't close browser - Keep upload tab open
  3. Avoid multitasking - Close other applications
  4. Try smaller files - Upload in smaller batches

Browser Issues

  • Try different browser
  • Clear browser cache
  • Disable extensions
  • Enable cookies and JavaScript

Slow Upload Speeds

Symptoms

  • Upload takes much longer than expected
  • Progress bar moves very slowly
  • Upload seems stuck at certain percentage
  • Estimated time keeps increasing

Solutions

Network Optimization

  1. Check upload speed - Test with speed test tool
  2. Use wired connection - Ethernet is more stable than WiFi
  3. Close other applications - Stop downloads and streaming
  4. Upload during off-peak hours - Less network congestion

File Optimization

  1. Compress videos - Use tools like HandBrake
  2. Reduce resolution - Lower resolution for faster upload
  3. Trim unnecessary content - Remove extra footage
  4. Use efficient formats - MP4 is generally fastest

Performance Issues

Slow Loading

Symptoms

  • Pages take long time to load
  • Interface feels sluggish
  • Delayed response to clicks
  • Timeouts and error messages

Solutions

Browser Optimization

  1. Clear cache and cookies - Remove accumulated data
  2. Disable extensions - Turn off unnecessary add-ons
  3. Close unused tabs - Free up memory
  4. Update browser - Use latest version

System Performance

  1. Check system resources - Monitor CPU and memory usage
  2. Close other applications - Free up system resources
  3. Restart device - Clear temporary files and processes
  4. Check available storage - Ensure enough free space

Network Issues

  • Test internet speed
  • Try different network
  • Check for network congestion
  • Contact ISP if persistent

Memory Issues

Symptoms

  • Browser crashes or freezes
  • Out of memory errors
  • Slow response times
  • System becomes unresponsive

Solutions

Memory Management

  1. Close unused tabs - Each tab uses memory
  2. Restart browser - Clear memory leaks
  3. Disable heavy extensions - Remove resource-intensive add-ons
  4. Use task manager - Monitor memory usage

System Optimization

  1. Increase virtual memory - Adjust system settings
  2. Close background applications - Free up RAM
  3. Check for malware - Run security scan
  4. Consider hardware upgrade - If consistently low on memory

Account and Access Issues

Login Problems

Can't Sign In

Symptoms

  • "Invalid credentials" error
  • Account locked message
  • Two-factor authentication not working
  • Forgot password doesn't work

Solutions

Password Issues

  1. Check caps lock - Ensure correct case
  2. Try typing password manually - Don't copy-paste
  3. Reset password - Use "Forgot Password" link
  4. Check email for reset link - Look in spam folder

Two-Factor Authentication

  1. Check device time - Ensure accurate time sync
  2. Try backup codes - Use saved backup codes
  3. Regenerate codes - Contact support to reset 2FA
  4. Check authenticator app - Ensure app is working

Account Status

  1. Check account status - May be suspended or locked
  2. Contact support - For account restoration
  3. Verify email address - Ensure you're using correct email
  4. Check organization policies - May have access restrictions

Access Denied

Symptoms

  • "Access denied" or "Permission denied" errors
  • Can't view certain content
  • Features not available
  • Organization not accessible

Solutions

Permission Check

  1. Verify role - Check your role in organization
  2. Contact admin - Request necessary permissions
  3. Check organization access - Ensure you're member of organization
  4. Review content permissions - Content may be restricted

Session Issues

  1. Log out and back in - Refresh session
  2. Clear browser data - Remove old session data
  3. Try different browser - Test with clean browser
  4. Check session timeout - May need to re-authenticate

Organization Issues

Can't Access Organization

Symptoms

  • Organization not found error
  • No organizations visible
  • Can't switch between organizations
  • Organization appears empty

Solutions

Organization Membership

  1. Check invitations - Look for pending invitations
  2. Verify organization name - Ensure correct organization
  3. Contact organization admin - Request access
  4. Check email for invitations - Look in spam folder

Browser Issues

  1. Clear browser cache - Remove cached data
  2. Try different browser - Test with alternative browser
  3. Check cookies - Ensure cookies are enabled
  4. Disable extensions - Turn off browser extensions

Missing Content

Symptoms

  • Videos not appearing
  • Channels or series empty
  • Content disappeared
  • Search returns no results

Solutions

Filter Check

  1. Check applied filters - Remove active filters
  2. Verify search terms - Try different keywords
  3. Check date ranges - Expand date filter
  4. Review channel selection - Ensure all channels selected

Permission Issues

  1. Check content permissions - May not have access
  2. Contact content owner - Request access
  3. Verify organization membership - Ensure proper access
  4. Check admin settings - May have restricted access

Collaboration Issues

Comment Problems

Can't Add Comments

Symptoms

  • Comment box doesn't appear
  • Comments not saving
  • Error when submitting comments
  • Comments appear blank

Solutions

Permission Check

  1. Verify commenting permissions - Check if commenting is enabled
  2. Check video permissions - Ensure you have access
  3. Contact admin - Request commenting permissions
  4. Check organization settings - May have commenting disabled

Technical Issues

  1. Clear browser cache - Remove cached data
  2. Try different browser - Test with alternative browser
  3. Check JavaScript - Ensure JavaScript is enabled
  4. Disable extensions - Turn off browser extensions

Comments Not Appearing

Symptoms

  • Comments don't show up
  • Comments appear for others but not you
  • Old comments missing
  • Comment count incorrect

Solutions

Display Settings

  1. Check comment filters - Ensure all comments visible
  2. Refresh page - Reload to get latest comments
  3. Check sorting options - Try different sort orders
  4. Verify comment permissions - May not have read access

Synchronization Issues

  1. Clear browser cache - Remove cached data
  2. Try different network - Test with different connection
  3. Check system time - Ensure accurate time sync
  4. Contact support - For persistent sync issues

Sharing Problems

Can't Share Content

Symptoms

  • Share button not working
  • Share links not generating
  • Recipients can't access shared content
  • Share permissions not working

Solutions

Permission Check

  1. Verify sharing permissions - Check if sharing is enabled
  2. Check content permissions - Ensure you own or can share content
  3. Contact content owner - Request sharing permissions
  4. Check organization settings - May have sharing restrictions

Link Issues

  1. Try different sharing method - Use alternative sharing option
  2. Check link expiration - Ensure link hasn't expired
  3. Verify recipient permissions - Ensure they have access
  4. Test link yourself - Confirm link works

Shared Content Not Accessible

Symptoms

  • Recipients get access denied errors
  • Shared links don't work
  • Content appears blank for recipients
  • Permission errors when accessing

Solutions

Permission Verification

  1. Check recipient permissions - Ensure they have necessary access
  2. Verify organization membership - Recipients may need to join organization
  3. Check content permissions - Content may be restricted
  4. Update sharing settings - Adjust permission levels

Link Troubleshooting

  1. Generate new link - Create fresh sharing link
  2. Check link format - Ensure complete URL
  3. Test in different browser - Verify link works
  4. Check expiration settings - Ensure link hasn't expired

Data and Content Issues

Missing Content

Videos Disappeared

Symptoms

  • Videos no longer visible
  • Content count decreased
  • Previously accessible videos gone
  • Search doesn't find videos

Solutions

Filter and Search

  1. Clear all filters - Remove applied filters
  2. Try different search terms - Use alternative keywords
  3. Check date ranges - Expand search timeframe
  4. Search in all channels - Ensure comprehensive search

Permission Changes

  1. Check content permissions - Permissions may have changed
  2. Contact content owner - Verify content still exists
  3. Check organization membership - Ensure proper access
  4. Review admin changes - Check for recent permission updates

System Issues

  1. Refresh page - Reload to get latest content
  2. Clear browser cache - Remove cached data
  3. Try different browser - Test with alternative browser
  4. Check system status - Verify no ongoing issues

Corrupted Content

Symptoms

  • Videos won't play
  • Thumbnails not displaying
  • Metadata missing or incorrect
  • Error messages when accessing

Solutions

Content Verification

  1. Check original file - Verify source file integrity
  2. Try different quality - Test with lower quality
  3. Check processing status - Ensure upload completed
  4. Contact support - For content restoration

Re-upload Process

  1. Re-upload video - Upload fresh copy
  2. Check file format - Ensure compatible format
  3. Verify file size - Ensure within limits
  4. Test file before upload - Verify file works locally

Synchronization Issues

Content Not Syncing

Symptoms

  • Changes not appearing for others
  • Comments not updating
  • Different content for different users
  • Outdated information displaying

Solutions

Manual Sync

  1. Refresh page - Force content reload
  2. Clear browser cache - Remove cached data
  3. Log out and back in - Refresh session
  4. Try different browser - Test with clean browser

Network Issues

  1. Check internet connection - Ensure stable connectivity
  2. Try different network - Test with alternative connection
  3. Check firewall settings - Ensure Nuclom isn't blocked
  4. Contact IT support - For corporate network issues

Browser and Device Issues

Browser Compatibility

Unsupported Browser

Symptoms

  • Features not working properly
  • Interface appears broken
  • Error messages about browser compatibility
  • Missing functionality

Solutions

Browser Update

  1. Update to latest version - Get newest browser version
  2. Enable modern features - Turn on HTML5, JavaScript
  3. Check system requirements - Ensure device compatibility
  4. Try different browser - Use Chrome, Firefox, or Safari

Compatibility Mode

  1. Disable compatibility mode - For Internet Explorer/Edge
  2. Enable modern standards - Turn off legacy modes
  3. Update browser settings - Ensure modern configuration
  4. Check enterprise policies - May have restricted settings

Browser Extensions Conflicts

Symptoms

  • Features not working
  • Interface elements missing
  • Unexpected behavior
  • Error messages

Solutions

Extension Management

  1. Disable all extensions - Turn off all add-ons
  2. Test functionality - Verify if issue resolved
  3. Enable extensions one by one - Identify problematic extension
  4. Remove conflicting extensions - Uninstall problematic add-ons

Common Problematic Extensions

  • Ad blockers (may block necessary content)
  • Privacy extensions (may interfere with functionality)
  • Script blockers (may prevent features from working)
  • VPN extensions (may cause connection issues)

Device-Specific Issues

Mobile Device Problems

Symptoms

  • Touch controls not working
  • Interface too small or large
  • Features not available
  • Poor performance

Solutions

Mobile Optimization

  1. Use mobile app - Download official mobile app
  2. Update mobile browser - Use latest version
  3. Check screen orientation - Try landscape mode
  4. Adjust zoom level - Ensure proper scaling

Performance Optimization

  1. Close other apps - Free up memory
  2. Restart device - Clear temporary files
  3. Check storage space - Ensure enough free space
  4. Update operating system - Use latest OS version

Tablet Issues

Symptoms

  • Interface not optimized for tablet
  • Touch gestures not working
  • Performance issues
  • Features missing

Solutions

Tablet Optimization

  1. Use tablet app - Download tablet-optimized app
  2. Try desktop mode - Use desktop browser mode
  3. Adjust display settings - Optimize for tablet screen
  4. Check app compatibility - Ensure tablet support

System Requirements

Minimum Requirements

Hardware Requirements

Desktop/Laptop

  • Processor: Intel Core i3 or AMD equivalent
  • Memory: 4GB RAM minimum, 8GB recommended
  • Storage: 500MB free space
  • Graphics: DirectX 11 compatible
  • Network: Broadband internet connection

Mobile Devices

  • iOS: iPhone 6s or newer, iOS 12 or later
  • Android: Android 6.0 or later, 2GB RAM minimum
  • Tablet: 9.7" screen or larger recommended

Software Requirements

Supported Browsers

  • Chrome: Version 80 or later (recommended)
  • Firefox: Version 75 or later
  • Safari: Version 13 or later
  • Edge: Version 80 or later

Required Features

  • JavaScript enabled
  • Cookies enabled
  • HTML5 support
  • WebRTC support (for real-time features)

Network Requirements

Internet Speed

Minimum Speeds

  • Video viewing: 2 Mbps download
  • HD video: 5 Mbps download
  • 4K video: 25 Mbps download
  • Video upload: 1 Mbps upload

Recommended Speeds

  • General use: 10 Mbps download/upload
  • Heavy collaboration: 25 Mbps download/upload
  • Multiple users: 50 Mbps download/upload

Network Configuration

Firewall Settings

  • Allow connections to *.nuclom.com
  • Enable WebSocket connections
  • Allow video streaming protocols
  • Enable file upload/download

Corporate Networks

  • Whitelist Nuclom domains
  • Configure proxy settings
  • Enable WebRTC if needed
  • Allow large file transfers

Getting Additional Help

Self-Service Resources

Documentation

User Guides

Video Tutorials

  • Platform overview videos
  • Feature-specific tutorials
  • Best practices demonstrations
  • Troubleshooting walkthroughs

Community Support

Forums and Communities

  • User community forum
  • Feature request discussions
  • Best practices sharing
  • Peer-to-peer support

Knowledge Base

  • Searchable help articles
  • FAQ collections
  • Step-by-step guides
  • Common solutions

Professional Support

Support Channels

Email Support

  • General support: support@nuclom.com
  • Technical issues: Include detailed error descriptions
  • Account issues: Include account email and organization
  • Billing questions: Include account information

Live Chat

  • Available during business hours
  • Immediate assistance for urgent issues
  • Screen sharing for complex problems
  • Escalation to technical specialists

Phone Support

  • Available for Enterprise customers
  • Immediate assistance for critical issues
  • Dedicated account managers
  • Priority support queues

What to Include When Contacting Support

Essential Information

  1. Detailed problem description - What exactly is happening?
  2. Steps to reproduce - How can we recreate the issue?
  3. Error messages - Exact text of any error messages
  4. Browser and device info - What are you using?
  5. Screenshots or videos - Visual evidence of the issue

Account Information

  • Your email address
  • Organization name/URL
  • User role and permissions
  • Recent changes or activities

Technical Details

  • Operating system and version
  • Browser type and version
  • Internet connection type
  • Any error codes or messages

Escalation Process

When to Escalate

Immediate Escalation

  • Security incidents or breaches
  • Data loss or corruption
  • System-wide outages
  • Billing or payment emergencies

Standard Escalation

  • Unresolved technical issues
  • Account access problems
  • Feature requests
  • Integration problems

How to Escalate

  1. Contact initial support - Start with standard support channels
  2. Provide case number - Reference previous support interactions
  3. Explain urgency - Describe business impact
  4. Request escalation - Ask for supervisor or specialist
  5. Follow up - Monitor progress and provide updates

This troubleshooting guide is regularly updated. For the most current information, visit our support center or contact our support team directly.

Need immediate help? Contact support at support@nuclom.com or use the in-app chat feature.

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