Common Issues

This guide covers solutions to the most frequently encountered issues in Shorebird OS. If you don't find your issue here, check Sync Problems or contact support.

Login & Authentication

Can't Log In

Symptoms: Login page won't accept credentials, error message appears.

Solutions:

1. Check your email address — Ensure you're using the correct email
2. Reset your password — Click "Forgot Password" on the login page
3. Check caps lock — Passwords are case-sensitive
4. Clear browser cache — Cached data may cause issues
5. Try incognito mode — Rules out extension conflicts

"Invalid credentials" Error

Cause: Email or password is incorrect.

Solutions:

1. Double-check email spelling
2. Reset password if unsure
3. Contact admin if account may be deactivated

Account Locked

Cause: Too many failed login attempts.

Solutions:

1. Wait 15 minutes and try again
2. Reset password to unlock immediately
3. Contact administrator if still locked

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Performance Issues

Slow Loading

Symptoms: Pages take a long time to load, spinners appear frequently.

Solutions:

1. Check internet connection

   • Run a speed test
   • Try a wired connection
   • Restart router if needed

2. Clear browser cache

   • Chrome: Settings → Privacy → Clear browsing data
   • Select cached images and files
   • Reload Shorebird OS

3. Disable browser extensions

   • Some extensions interfere with performance
   • Try in incognito mode
   • Disable extensions one by one to identify culprit

4. Try a different browser

   • Chrome, Edge, or Firefox recommended
   • Ensure browser is updated

Page Not Responding

Symptoms: Page freezes, clicking doesn't work.

Solutions:

1. Refresh the page (Ctrl+R or ⌘+R)
2. Close other tabs to free memory
3. Restart browser
4. Check for browser updates

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Data & Display Issues

Data Not Showing

Symptoms: Lists are empty, records don't appear.

Solutions:

1. Check filters — Active filters may hide data

   • Click "Clear Filters"
   • Look for active filter indicators

2. Check permissions — You may not have access

   • Contact administrator
   • Verify your role

3. Refresh the page — Data may not have loaded

   • Hard refresh: Ctrl+Shift+R

Duplicate Records

Symptoms: Same client/project appears multiple times.

Solutions:

1. Merge duplicates

   • Open one record
   • Click ⋮ → Merge
   • Select the duplicate
   • Confirm merge

2. Prevent future duplicates

   • Search before creating new records
   • Enable duplicate detection in settings

Changes Not Saving

Symptoms: Edits disappear after saving, old data reappears.

Solutions:

1. Check for error messages — Read any alerts
2. Check required fields — Fill in all mandatory fields
3. Check permissions — You may not have edit access
4. Refresh and retry — Clear cache and try again
5. Check internet — Ensure stable connection

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Email Integration Issues

Gmail Not Connecting

Symptoms: OAuth fails, connection times out.

Solutions:

1. Check Google account

   • Ensure Gmail is enabled
   • Verify 2FA settings
   • Try logging into Gmail directly

2. Allow pop-ups

   • Shorebird OS needs pop-ups for OAuth
   • Whitelist app.shorebirdos.com

3. Clear browser cache

   • Remove stored authentication data
   • Try connection again

4. Revoke and reconnect

   • Go to Google Account settings
   • Remove Shorebird OS access
   • Reconnect from scratch

More email troubleshooting →

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Calendar Issues

Events Not Syncing

Symptoms: Calendar events don't appear from Google Calendar.

Solutions:

1. Check sync status

   • Go to Calendar settings
   • Verify sync is enabled
   • Check last sync time

2. Reconnect calendar

   • Disconnect and reconnect integration
   • Select correct calendars to sync

3. Wait for sync

   • Initial sync may take a few minutes
   • Check sync status for progress

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Notification Issues

Not Receiving Notifications

Symptoms: No email or in-app notifications.

Solutions:

1. Check notification settings

   • Settings → Notifications
   • Ensure relevant notifications are enabled

2. Check email spam

   • Shorebird emails may be in spam
   • Add to safe senders

3. Check browser permissions

   • Browser notifications may be blocked
   • Enable in browser settings

Too Many Notifications

Symptoms: Overwhelmed by notification volume.

Solutions:

1. Adjust notification settings

   • Settings → Notifications
   • Disable non-essential notifications
   • Use daily digest instead of instant

2. Unfollow items

   • Unfollow projects/clients you don't need updates on
   • Remove yourself from non-essential assignments

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File Issues

Can't Upload Files

Symptoms: Upload fails, file not accepted.

Solutions:

1. Check file size

   • Maximum: 50MB for documents, 500MB for videos
   • Compress large files

2. Check file type

   • Ensure file type is supported
   • Try converting to common format

3. Check internet connection

   • Unstable connections cause upload failures
   • Try again with better connection

Can't Download Files

Symptoms: Download fails or file is corrupted.

Solutions:

1. Try again — Temporary connection issue
2. Try different browser — Browser issue
3. Check file — File may be corrupted at source

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Mobile Issues

App Not Loading on Mobile

Solutions:

1. Use a desktop browser — Mobile is limited support
2. Use Chrome browser — Best mobile browser support
3. Clear mobile browser cache

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Quick Fixes to Try First

Before diving deep into troubleshooting, try these:

1. ✅ Refresh the page — Ctrl+R or ⌘+R
2. ✅ Hard refresh — Ctrl+Shift+R or ⌘+Shift+R
3. ✅ Clear browser cache — Settings → Clear browsing data
4. ✅ Try incognito mode — Rules out extensions
5. ✅ Try a different browser — Rules out browser issues
6. ✅ Check internet connection — Run a speed test
7. ✅ Log out and log back in — Resets session

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Still Having Issues?

If none of these solutions work:

1. Check sync-specific problems
2. Contact our support team

When contacting support, please include:

• Description of the issue
• Steps to reproduce
• Screenshots if possible
• Browser and operating system