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Troubleshooting Guide

This guide provides solutions for common troubles that may occur while using exaBase Studio. Please follow the steps below to help resolve the issues.

1. Unable to Access exaBase Studio​

Symptoms​

  • When trying to access exaBase Studio through a web browser, the page does not display.
  • An error message saying "Cannot connect to the site" appears.

Solutions​

  1. Check Internet Connection:

    • Ensure that your internet connection is working properly. Verify by trying to access another website.

  2. Clear Browser Cache and Cookies:

    • Clear the cache and cookies of the browser you are using and attempt to access again.

  3. Restart Browser:

    • Close the browser and reopen it, then try to access exaBase Studio.

  4. Contact Support:

    • If the above steps do not resolve the issue, please contact customer support.

2. Unable to Log In​

Symptoms​

  • Entering the email address or password does not allow login.
  • An error message stating "Email address or password is incorrect" appears.

Solutions​

  1. Verify Email Address and Password:

    • Double-check that the email address and password you entered are correct. Pay attention to uppercase and lowercase letters.

  2. Reset Password:

    • If you have forgotten your password, click on the "Forgot password?" link on the login screen and follow the instructions to reset your password.

  3. Check Browser Compatibility:

    • Ensure that the browser you are using is one of the recommended ones for exaBase Studio. Switch to a recommended browser and try again.

  4. Contact Account Administrator:

    • Check the account registration status with your organization’s account administrator.

  5. Contact Support:

    • If the above steps do not resolve the issue, please contact customer support.

3. Performance Issues​

Symptoms​

  • exaBase Studio is slow or unresponsive.
  • Pages take a long time to load.

Solutions​

  1. Check Internet Connection:

    • Ensure that your internet connection is stable. Conduct a speed test and contact your network administrator if necessary.

  2. Check System Resources:

    • Monitor the memory and CPU usage on your device and close any applications that are consuming a lot of resources.

  3. Update Browser:

    • Verify that you are using the latest version of your browser and update if necessary.

  4. Disable Browser Extensions:

    • Browser extensions or add-ons may reduce performance. Temporarily disable them and try again.

  5. Contact Support:

    • If the above steps do not resolve the issue, please contact customer support.

How to Contact Support​

If the troubles mentioned above are not resolved, please contact customer support.