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Document Management Issues

Troubleshooting guide for common document management problems

Document Management Issues

This guide helps you resolve common issues with the document management system. Most problems can be solved quickly with the solutions provided below.

Quick Fix Checklist:
1. Check file size (max 10MB)
2. Verify file format (PDF, DOC, DOCX, JPG, PNG)
3. Clear browser cache
4. Try a different browser
5. Check internet connection

Upload Issues

File Won't Upload

Problem: Upload button doesn't respond or shows error

Common Causes & Solutions:

Maximum file size is 10MB (10,485,760 bytes). Files larger than this will be rejected.

Upload Starts But Fails

Problem: Upload begins but stops with error message

Error Messages & Solutions:

Step-by-Step Troubleshooting:

1. Check Error Details: Look for specific error message
2. Verify File Integrity: Try opening file on your computer
3. Test with Different File: Upload a small test document
4. Clear Browser Data: Cache, cookies, and local storage
5. Contact Support: If problem persists

Drag & Drop Not Working

Problem: Files don't upload when dragged to upload zone

Solutions:

1. Browser Compatibility: Ensure modern browser with HTML5 support
2. JavaScript Enabled: Check browser settings
3. File Permissions: Ensure you can read the file
4. Try Click Upload: Use "Browse Files" button instead
5. Single File Only: Drag one file at a time

Preview and Download Issues

Document Preview Not Working

Problem: Preview shows error or blank screen

Download Problems

Problem: Download fails or file is corrupted

Solutions:

1. Right-Click Save: Right-click download link → "Save link as"
2. Different Browser: Try downloading in another browser
3. Disable Extensions: Turn off download managers or ad blockers
4. Check Download Folder: File might have downloaded to different location
5. Antivirus Software: Check if antivirus is blocking download

File Integrity Check:
- Compare file size with original
- Try opening downloaded file
- Re-download if file appears corrupted

Expiry and Notification Issues

Not Receiving Expiry Notifications

Problem: Missing email alerts for expiring documents

Check Email Settings:

1. Verify Email Address:
- Go to Profile Settings
- Confirm email address is correct
- Update if necessary

2. Check Spam Folder:
- Look in Junk/Spam folder
- Add support@tenders-sa.org to contacts
- Mark emails as "Not Spam"

3. Email Filters:
- Check email rules and filters
- Ensure tenders-sa.org emails aren't blocked
- Whitelist our domain

4. Notification Preferences:
- Check dashboard notification settings
- Ensure expiry alerts are enabled
- Verify notification timing preferences

Corporate Email Issues:
- Check with IT department about email filtering
- Request whitelisting of tenders-sa.org domain
- Use personal email as backup contact

Incorrect Expiry Dates

Problem: Wrong expiry date showing for document

Common Causes:

1. Timezone Issues:
- Dates are stored in UTC
- Display adjusts to your local timezone
- Check if date is correct in your timezone

2. Date Format Confusion:
- Ensure correct date format (YYYY-MM-DD)
- Check day/month order (DD/MM vs MM/DD)

3. Manual Entry Error:
- Double-check expiry date on actual document
- Update document details if incorrect

How to Fix:
1. Click "Edit" on document card
2. Update expiry date field
3. Save changes
4. Verify new date is correct

Document Shows as Expired When It's Valid

Problem: Valid document marked as expired

Troubleshooting Steps:

1. Check Actual Document: Verify expiry date on physical document
2. Compare Dates: Ensure uploaded date matches document date
3. Timezone Consideration: Account for timezone differences
4. Update Date: Correct the expiry date if wrong
5. Contact Support: If date is correct but still shows expired

Application Integration Issues

Documents Not Appearing in Applications

Problem: Uploaded documents don't show in tender applications

Possible Causes & Solutions:

1. Document Type Mismatch:
- Ensure document type matches tender requirement
- Check if tender requires specific document types
- Upload document with correct type

2. Expired Documents:
- Expired documents are excluded from applications
- Update expired documents before applying
- Check expiry status in document list

3. Unverified Documents:
- Some tenders require verified documents only
- Wait for verification or contact support
- Check verification status in document vault

4. Cache Issues:
- Refresh application page
- Clear browser cache
- Log out and log back in

Application Submission Blocked

Problem: Can't submit application due to document issues

Error Messages & Solutions:

Pre-Submission Checklist:
- ✅ All required document types uploaded
- ✅ No expired documents
- ✅ Documents are verified (if required)
- ✅ File formats are acceptable
- ✅ File sizes under 10MB

Performance Issues

Slow Loading or Timeouts

Problem: Document management page loads slowly

Solutions:

1. Large Document Collections:
- Use filters to reduce displayed documents
- Search for specific documents instead of browsing all
- Consider archiving old documents

2. Network Performance:
- Check internet connection speed
- Try during off-peak hours
- Use wired connection instead of WiFi

3. Browser Performance:
- Close unnecessary browser tabs
- Clear browser cache and cookies
- Restart browser
- Update to latest browser version

4. Device Performance:
- Close other applications
- Restart computer if necessary
- Ensure sufficient RAM and storage

Upload Taking Too Long

Problem: File upload is very slow

Optimization Tips:

1. Compress Files: Reduce file size before uploading
2. Better Connection: Use faster internet connection
3. Upload During Off-Peak: Avoid busy times
4. Single File Upload: Upload one file at a time
5. Wired Connection: Use ethernet instead of WiFi

Getting Help

Self-Service Resources

1. Documentation:
- User Guide
- API Documentation
- FAQ Section

2. Video Tutorials:
- Document upload walkthrough
- Expiry management guide
- Application integration demo

3. System Status:
- Check status.tenders-sa.org for outages
- Follow @TendersSA for updates

Contact Support

When contacting support, please include:

Required Information:
- Your company ID or email address
- Document ID (if applicable)
- Browser and version
- Operating system
- Error message (exact text)
- Steps to reproduce the problem

Support Channels:

Emergency Procedures

For Urgent Issues (application deadline today):

1. Email with "URGENT": support@tenders-sa.org
2. Use Live Chat: If available
3. Alternative Methods: Try different browser/device

Temporary Workarounds:
- Use email attachment for critical applications
- Upload documents after submission if system allows
- Contact tender issuer about deadline extension

For same-day application deadlines, contact support immediately. Don't wait for email responses.

Prevention Tips

Avoid Common Issues

1. Regular Maintenance:
- Check document expiry dates monthly
- Update documents before they expire
- Keep local backups of important documents

2. Best Practices:
- Use descriptive filenames
- Maintain consistent file formats (prefer PDF)
- Test uploads with small files first
- Keep documents under 5MB when possible

3. Browser Hygiene:
- Clear cache weekly
- Keep browser updated
- Disable unnecessary extensions
- Use supported browsers

4. Document Quality:
- Scan at 300 DPI for images
- Ensure text is readable
- Remove passwords from PDFs
- Use standard fonts in documents

Command Palette

Document Management Issues