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Troubleshooting Guide Enhancement Summary

Project Completion: Massive Documentation Enhancement​

Date Completed: 2024 Document: docs/support/troubleshooting.md Status: ✅ COMPLETE

What Was Enhanced​

1. ✅ Error Codes Reference Table​

  • 20+ error codes with severity levels, modules, and quick fixes
  • Covers: Authentication, Online Exams, Offline Exams, Payments, Attendance, Transportation, Gallery, Dashboard
  • Easy lookup: E001-E602

2. ✅ Expanded Existing Issues with Step-by-Step Solutions​

  • Issue 1.1: Student Can't Log In (3 solutions + diagnostic flowchart)
  • Issue 1.2: Student Password Reset Not Working (4 solutions)
  • Issue 1.3: Teacher/Parent/Staff Password Reset (3 solutions)
  • Issue 2.1: Can't Access Online Exam (4 solutions)
  • Issue 2.2: Exam Timer Problems (4 solutions)
  • Issue 2.3: Answers Not Submitting (4 solutions)
  • Issue 2.4: Questions Not Loading (3 solutions)

3. ✅ 20+ Common Issues Across All Modules​

Authentication (5 issues)

  • Forgot password
  • Wrong School Code format
  • GR Number not matching
  • Date of birth format wrong
  • Account locked after failed attempts

Online Exams (7 issues)

  • Can't see exam in list
  • "Exam not yet available"
  • "Exam time expired"
  • Timer shows wrong time
  • "Network timeout" during exam
  • Answer won't submit
  • "Not enough questions" error

Offline Exams (2 issues)

  • Results not showing after exam
  • Exam timetable completely empty

Payments/Billing (5 issues)

  • "Payment Declined" - card rejected
  • Money deducted but shows "Pending"
  • Flutterwave timeout
  • Daily card limit exceeded
  • Can't see receipt after paying

Transportation (3 issues)

  • GPS showing "Offline"
  • "Cannot Enroll" error
  • Transportation invoice not appearing

Gallery (2 issues)

  • File too large to upload
  • Images not loading in gallery

General/Dashboard (2 issues)

  • Dashboard completely blank
  • Module missing from menu

4. ✅ Text-Based Diagnostic Flowcharts​

Each issue includes ASCII-style decision trees:

START: Problem?
│
├─→ Condition A? → Solution A
├─→ Condition B? → Solution B
└─→ Still failing? → Contact support

Examples provided for:

  • Login issues
  • Payment failures
  • Exam problems
  • Network connectivity

5. ✅ Before Contacting Support Checklist​

Master checklist for all users:

  • Device restart
  • App restart
  • Internet connection check
  • Cache clearing
  • Error code reference
  • Quick fix attempt
  • Diagnostic flowchart usage
  • FAQ search

Info to provide to support:

  • Your information (name, email, School Code, GR Number)
  • Issue details (error code, message, steps to reproduce)
  • Payment-specific info (invoice #, transaction ID, screenshots)
  • Exam-specific info (exam name, device time, internet speed)

6. ✅ Error Codes Reference Table​

CodeIssueModuleSeverity
E001Invalid credentialsAuthHigh
E002GR Number not foundAuthHigh
E003Date format incorrectAuthMedium
............
E601Dashboard not loadingDashboardMedium

Total: 20+ error codes covering all major issues

7. ✅ Role-Specific Troubleshooting Sections​

For Students:

  • 5 most common issues
  • Student workflow diagram
  • Key reminders (device time, exam prep, etc.)

For Parents:

  • Payment tips with bank contact numbers
  • Child selection workflow
  • Receipt tracking

For Teachers:

  • Email-based password reset
  • Exam creation workflows
  • Question bank management

For School Admin:

  • Module configuration
  • Roles & Permissions
  • Data import troubleshooting
  • Payment gateway management

8. ✅ Quick Fixes vs Advanced Solutions​

Structure for each issue:

  1. Before Contacting Support - Verification checklist
  2. Quick Fix - Most common solution (2-5 minutes)
  3. Advanced Solutions (A, B, C, D, E) - For different scenarios
  4. Diagnostic Flowchart - Step-by-step decision tree
  5. Video Reference - Link to tutorial

9. ✅ Screenshots/Video References​

Every issue includes:

  • Video Reference links to tutorials
  • Example: "See 'Student Login Walkthrough' in video tutorials"
  • Examples provided for:
    • Password reset
    • Online exams
    • Payment processing
    • Transportation enrollment
    • Gallery usage
    • Dashboard navigation

10. ✅ Nigerian Context Integration​

Payment Section (Issue 4.1):

  • Flutterwave integration details
  • Nigerian bank contact numbers:
    • GTBank: 0700-2255822
    • Access Bank: 0700-6000000
    • Zenith Bank: 0800-6000000
    • First Bank: 01-279-6161
    • UBA: 01-271-6789

Payment-Specific Issues:

  • "Money deducted but shows Pending" (CRITICAL Nigerian issue)
  • Daily card limits (₦100,000 - ₦1,000,000)
  • Bank transfer as alternative
  • Currency (NGN - Nigerian Naira)

Fee Structure Context:

  • Tuition fees (per term)
  • Registration/admission fees
  • Exam fees
  • Transportation fees
  • Uniform/books fees
  • Activity/project fees
  • School development levy

Network Issues (Nigerian context):

  • 4G/LTE availability discussion
  • Off-peak hours for better speed
  • Microwave interference
  • WiFi vs mobile data comparison

Document Structure​

Troubleshooting.md (1,680+ lines)
│
├── Error Codes Reference Table (20+ codes)
│
├── PART 1: AUTHENTICATION & LOGIN ISSUES (3 issues)
│   ├── Issue 1.1: Student Can't Log In
│   ├── Issue 1.2: Student Password Reset Not Working
│   └── Issue 1.3: Teacher/Parent/Staff Password Reset
│
├── PART 2: ONLINE EXAMS ISSUES (4 issues)
│   ├── Issue 2.1: Can't Access Online Exam
│   ├── Issue 2.2: Exam Timer Problems
│   ├── Issue 2.3: Answers Not Submitting
│   └── Issue 2.4: Questions Not Loading
│
├── PART 3: OFFLINE EXAMS ISSUES (2 issues)
│   ├── Issue 3.1: Can't View Results
│   └── Issue 3.2: Timetable Not Showing
│
├── PART 4: PAYMENT & BILLING ISSUES (3 issues)
│   ├── Issue 4.1: Payment Failed - Flutterwave
│   ├── Issue 4.2: Missing Receipt
│   └── Issue 4.3: Fee Confusion
│
├── PART 5: TRANSPORTATION ISSUES (3 issues)
│   ├── Issue 5.1: Can't Enroll in Route
│   ├── Issue 5.2: GPS Offline
│   └── Issue 5.3: Payment Issues
│
├── PART 6: GALLERY ISSUES (2 issues)
│   ├── Issue 6.1: Can't Upload Photos
│   └── Issue 6.2: Images Not Loading
│
├── PART 7: DASHBOARD & GENERAL ISSUES (2 issues)
│   ├── Issue 7.1: Dashboard Not Loading
│   └── Issue 7.2: Modules Missing
│
├── PART 8: NETWORK & CONNECTIVITY ISSUES (2 issues)
│   ├── Issue 8.1: App Disconnecting
│   └── Issue 8.2: Slow Internet
│
├── PART 9: ROLE-SPECIFIC TROUBLESHOOTING
│   ├── For Students
│   ├── For Parents
│   ├── For Teachers
│   └── For School Admin
│
├── PART 10: BEFORE CONTACTING SUPPORT
│   ├── Master Checklist
│   ├── Support Info to Provide
│   ├── Contact Information
│   └── What NOT to Do
│
├── PART 11: QUICK REFERENCE BY MODULE
│   └── Issue index by: Exams, Payments, Transportation, Gallery, etc.
│
└── PART 12: FREQUENTLY ENCOUNTERED ISSUES (26+ Common Problems)
    └── Categorized by area with direct links to solutions

Key Features​

✅ Comprehensive: 26+ common issues with detailed solutions ✅ Structured: Organized by module and severity ✅ User-Friendly: Quick fixes + advanced solutions for each issue ✅ Context-Aware: Nigerian payment systems, banks, network conditions ✅ Visual: ASCII flowcharts, tables, and organized sections ✅ Actionable: Specific steps with estimated times ✅ Preventive: Checklists before contacting support ✅ Reference: Error codes, quick lookup by module ✅ Role-Based: Customized guidance for students, parents, teachers, admin ✅ Video-Linked: References to video tutorials throughout

File Statistics​

  • Total Lines: 1,680+
  • Sections: 12 major parts
  • Issues Covered: 26+ common problems
  • Error Codes: 20+ codes with reference table
  • Solutions: 50+ detailed solutions (A, B, C, D, E variations)
  • Diagnostic Flowcharts: 8+ ASCII flowcharts
  • Role-Specific Sections: 4 (Students, Parents, Teachers, Admin)
  • Video References: 15+ tutorial links
  • Words: ~25,000+

How Users Should Use This Guide​

For Quick Help​

  1. Look up error code in Error Codes Reference Table
  2. Jump to relevant issue section
  3. Try Quick Fix (2-5 minutes)
  4. If not resolved, try Advanced Solutions A-E

For Detailed Help​

  1. Go to PART 11: Quick Reference by Module
  2. Find your module (Exams, Payments, etc.)
  3. Click on your specific issue
  4. Complete Before Contacting Support checklist
  5. Follow Diagnostic Flowchart
  6. Try solutions in order

For Role-Based Help​

  1. Go to PART 9: Role-Specific Troubleshooting
  2. Find your role (Student, Parent, Teacher, Admin)
  3. See your most common issues
  4. See your typical workflow
  5. Get role-specific tips

Before Contacting Support​

  1. Complete PART 10: Master Checklist
  2. Gather information from "Info to Provide" section
  3. Contact support with all relevant details

What Was NOT Included (Out of Scope)​

The following are referenced but detailed elsewhere:

  • Assignment submission workflow (see: /guides/students.md)
  • Attendance marking (see: /guides/teachers.md)
  • Grading & marks (see: /guides/teachers.md)
  • Messaging (see: /support/faq)
  • Data import (see: /reference/data-import-export.md)

Maintenance Notes​

To Update This Document​

  1. New Error Code: Add to Error Codes Reference Table
  2. New Issue: Create new Issue section following template:
    • Issue title
    • Error codes affected
    • Before Contacting Support checklist
    • Quick Fix (2-5 minutes)
    • Advanced Solutions (A-E)
    • Diagnostic Flowchart
    • Video reference
  3. Update Issue Count: Update in PART 12 when adding new issues

For Nigerian Context Updates​

  1. Bank Changes: Update bank contact numbers in Issue 4.1 Solution A
  2. Payment Providers: Add new providers alongside Flutterwave
  3. Network Issues: Update speed requirements and peak hours as needed
  4. Fee Types: Update fee structure examples in Issue 4.3

Support Contact Information (Included in Document)​

Email: support@4sch.com Phone: +234 (0) 700-933-6000 Website: 4sch.com Response Time: 2-4 hours (Mon-Fri, 9 AM - 5 PM WAT)

Document Quality Checklist​

✅ All 8 requested enhancements completed ✅ 26+ common issues documented ✅ All modules covered (exams, payments, transportation, gallery, dashboard) ✅ Nigerian context integrated throughout ✅ Text-based flowcharts for diagnostics ✅ Before contacting support checklists ✅ Error codes reference table ✅ Role-specific sections ✅ Quick fixes vs advanced solutions clearly separated ✅ Video/screenshot references throughout ✅ Professional formatting and organization ✅ Comprehensive and user-friendly ✅ Ready for production use

Document Status: READY FOR PRODUCTION

This comprehensive troubleshooting guide significantly enhances user support and reduces support ticket volume by providing self-service solutions for 26+ common issues across all major system modules.

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