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Common Issues

Quick solutions to the most frequently encountered problems in Mediaweb, helping you resolve issues fast and get back to creating amazing portfolios.

Common Issues - Problemas Comunes

Quick solutions to the most frequently encountered problems in Mediaweb, helping you resolve issues fast and get back to creating amazing portfolios.

Editor and Building Issues

Website Not Saving Changes

Symptoms:

  • Changes disappear after refreshing
  • "Save failed" error messages
  • Elements reverting to previous state
  • Unsaved changes warning

Common Causes:

  • Poor internet connection
  • Browser cache issues
  • Session timeout
  • Server maintenance

Solutions:

  1. Check Internet Connection

    • Test your connection speed
    • Try refreshing the page
    • Switch to a more stable network
    • Use mobile hotspot as backup

  2. Clear Browser Cache

    • Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
    • Clear browser cache and cookies
    • Try incognito/private browsing mode
    • Restart your browser

  3. Session Management

    • Log out and log back in
    • Check for multiple browser tabs
    • Ensure you're using the latest browser version
    • Disable browser extensions temporarily

Elements Not Displaying Correctly

Symptoms:

  • Missing images or videos
  • Broken layouts on mobile
  • Text overlapping elements
  • Incorrect colors or fonts

Common Causes:

  • File format compatibility
  • Responsive design issues
  • CSS conflicts
  • Asset loading problems

Solutions:

  1. File Format Check

    • Use supported formats (JPEG, PNG, MP4, etc.)
    • Compress large files before upload
    • Verify file isn't corrupted
    • Try re-uploading the asset

  2. Responsive Design

    • Test on different screen sizes
    • Check mobile preview mode
    • Adjust element positioning
    • Use responsive breakpoints

  3. Clear Cache and Refresh

    • Hard refresh the editor
    • Clear browser cache
    • Check in different browsers
    • Test in incognito mode

AI Assistant Not Responding

Symptoms:

  • AI requests timing out
  • No response from AI assistant
  • Error messages during AI interactions
  • Slow AI response times

Common Causes:

  • Plan limits reached
  • Server overload
  • Network connectivity issues
  • Browser compatibility

Solutions:

  1. Check Plan Limits

    • Review monthly AI request usage
    • Upgrade plan if limits exceeded
    • Wait for monthly reset
    • Use AI requests efficiently

  2. Network and Browser

    • Check internet connection stability
    • Try different browser
    • Disable ad blockers
    • Clear browser cache

  3. Request Optimization

    • Make specific, clear requests
    • Break complex requests into smaller parts
    • Avoid very long prompts
    • Try again during off-peak hours

Social Media Integration Problems

Social Accounts Not Connecting

Symptoms:

  • Authentication failures
  • "Connection failed" errors
  • Data not syncing
  • Expired connection warnings

Common Causes:

  • Changed social media passwords
  • Revoked app permissions
  • Platform API changes
  • Account privacy settings

Solutions:

  1. Reconnect Accounts

    • Go to Social Media settings
    • Remove existing connection
    • Add account again with fresh authentication
    • Grant all required permissions

  2. Check Platform Settings

    • Verify account is public or business
    • Check app permissions in platform settings
    • Ensure account isn't restricted
    • Update privacy settings if needed

  3. Clear Authentication

    • Log out of social media platform
    • Clear browser cookies
    • Log back in and reconnect
    • Try different browser if needed

Data Not Updating

Symptoms:

  • Old follower counts
  • Missing recent posts
  • Outdated profile information
  • Stale analytics data

Common Causes:

  • API rate limits
  • Platform restrictions
  • Cache delays
  • Connection issues

Solutions:

  1. Manual Refresh

    • Use "Refresh Data" button
    • Wait for automatic sync (every 24 hours)
    • Reconnect social accounts
    • Check platform API status

  2. Data Verification

    • Verify data on original platform
    • Check if posts are public
    • Ensure account meets platform requirements
    • Review data slice syntax

Publishing and Domain Issues

Website Not Loading After Publishing

Symptoms:

  • 404 error pages
  • "Site not found" messages
  • Blank pages loading
  • SSL certificate errors

Common Causes:

  • DNS propagation delays
  • Publishing process incomplete
  • Server configuration issues
  • Domain setup problems

Solutions:

  1. Wait for Propagation

    • DNS changes take up to 48 hours
    • Test from different locations
    • Use DNS propagation checker tools
    • Try accessing via different networks

  2. Verify Publishing Status

    • Check dashboard for publishing confirmation
    • Ensure all required fields completed
    • Verify domain configuration
    • Contact support if status unclear

  3. Clear DNS Cache

    • Flush local DNS cache
    • Try different DNS servers (8.8.8.8, 1.1.1.1)
    • Use mobile data instead of WiFi
    • Test in incognito mode

Custom Domain Not Working

Symptoms:

  • Domain not pointing to site
  • SSL certificate errors
  • "Not secure" warnings
  • Subdomain issues

Common Causes:

  • Incorrect DNS records
  • Domain registrar issues
  • SSL certificate pending
  • Propagation delays

Solutions:

  1. Verify DNS Records

    • Check A and CNAME records
    • Ensure records point to correct servers
    • Remove conflicting records
    • Contact domain registrar if needed

  2. SSL Certificate

    • Wait 24-48 hours for automatic SSL
    • Verify domain ownership
    • Check certificate status in dashboard
    • Force SSL renewal if available

  3. Domain Configuration

    • Double-check domain spelling
    • Ensure domain is active
    • Verify registrar settings
    • Test with and without www

File and Asset Problems

Images Not Loading

Symptoms:

  • Broken image icons
  • Slow loading images
  • Images not displaying on mobile
  • Upload failures

Common Causes:

  • File size too large
  • Unsupported file format
  • Corrupted files
  • Storage limits exceeded

Solutions:

  1. File Optimization

    • Compress images before upload
    • Use supported formats (JPEG, PNG, WebP)
    • Resize images to appropriate dimensions
    • Check file isn't corrupted

  2. Storage Management

    • Check storage usage in dashboard
    • Delete unused files
    • Upgrade plan if needed
    • Optimize existing assets

  3. Upload Process

    • Try uploading one file at a time
    • Use stable internet connection
    • Clear browser cache
    • Try different browser

Video Playback Issues

Symptoms:

  • Videos not playing
  • Audio without video
  • Slow buffering
  • Mobile playback problems

Common Causes:

  • Unsupported video format
  • File size too large
  • Codec compatibility
  • Network bandwidth

Solutions:

  1. Format Conversion

    • Convert to MP4 format
    • Use H.264 codec
    • Compress video file
    • Check video specifications

  2. Optimization

    • Reduce video resolution
    • Limit video length
    • Create poster image
    • Test on different devices

Performance and Speed Issues

Slow Loading Website

Symptoms:

  • Long page load times
  • Slow image loading
  • Delayed interactions
  • Poor mobile performance

Common Causes:

  • Large file sizes
  • Too many elements
  • Unoptimized images
  • Network issues

Solutions:

  1. Asset Optimization

    • Compress all images
    • Reduce video file sizes
    • Remove unused assets
    • Use appropriate file formats

  2. Design Optimization

    • Reduce number of elements
    • Simplify complex layouts
    • Use lazy loading features
    • Optimize for mobile first

  3. Performance Testing

    • Test on different devices
    • Check loading speed tools
    • Monitor performance metrics
    • Compare with other sites

Editor Running Slowly

Symptoms:

  • Delayed responses to clicks
  • Slow element loading
  • Browser freezing
  • High CPU usage

Common Causes:

  • Browser performance issues
  • Too many browser tabs
  • Insufficient system resources
  • Large project files

Solutions:

  1. Browser Optimization

    • Close unnecessary tabs
    • Restart browser
    • Clear cache and cookies
    • Update to latest version

  2. System Resources

    • Close other applications
    • Check available RAM
    • Restart computer if needed
    • Use performance mode

Account and Authentication Issues

Login Problems

Symptoms:

  • "Invalid credentials" errors
  • Account locked messages
  • Two-factor authentication issues
  • Password reset not working

Common Causes:

  • Forgotten password
  • Account security measures
  • Browser cookie issues
  • Email delivery problems

Solutions:

  1. Password Reset

    • Use "Forgot Password" link
    • Check spam/junk folders
    • Try different email address
    • Contact support if no email received

  2. Account Security

    • Check for account lockout notifications
    • Verify two-factor authentication setup
    • Clear browser cookies
    • Try incognito mode

  3. Email Issues

    • Check email filters
    • Add Mediaweb to safe senders
    • Try alternative email address
    • Contact email provider

Billing and Payment Issues

Symptoms:

  • Payment declined messages
  • Subscription not active
  • Features not available
  • Billing errors

Common Causes:

  • Expired credit card
  • Insufficient funds
  • Bank security blocks
  • Billing address mismatch

Solutions:

  1. Payment Method

    • Update credit card information
    • Check card expiration date
    • Verify billing address
    • Try alternative payment method

  2. Bank Issues

    • Contact bank about blocks
    • Verify international transactions enabled
    • Check account balance
    • Try different card

Mobile and Browser Compatibility

Mobile Display Issues

Symptoms:

  • Elements not responsive
  • Text too small to read
  • Buttons not clickable
  • Horizontal scrolling

Common Causes:

  • Non-responsive design
  • Fixed element sizes
  • Viewport issues
  • Touch target problems

Solutions:

  1. Responsive Design

    • Use responsive breakpoints
    • Test mobile preview mode
    • Adjust element sizes
    • Check touch targets

  2. Mobile Testing

    • Test on actual devices
    • Use browser developer tools
    • Check different screen sizes
    • Verify touch interactions

Browser Compatibility Problems

Symptoms:

  • Features not working in certain browsers
  • Display differences between browsers
  • JavaScript errors
  • CSS rendering issues

Common Causes:

  • Outdated browser versions
  • Browser-specific bugs
  • Extension conflicts
  • Cache issues

Solutions:

  1. Browser Updates

    • Update to latest browser version
    • Try different browsers (Chrome, Firefox, Safari)
    • Disable browser extensions
    • Clear cache and cookies

  2. Compatibility Testing

    • Test in multiple browsers
    • Use browser developer tools
    • Check console for errors
    • Report browser-specific issues

Getting Additional Help

When to Contact Support

Contact support if you experience:

  • Persistent technical issues
  • Data loss or corruption
  • Billing and payment problems
  • Account security concerns
  • Feature requests or bugs

Information to Provide

When contacting support, include:

  • Detailed description of the issue
  • Steps to reproduce the problem
  • Browser and operating system info
  • Screenshots or screen recordings
  • Account email address
  • Error messages (exact text)

Self-Help Resources

Before contacting support, try:

  • Searching the knowledge base
  • Checking community forums
  • Following troubleshooting guides
  • Testing in different browsers
  • Clearing cache and cookies

Prevention Tips

Regular Maintenance

  1. Keep Software Updated

    • Update your browser regularly
    • Keep operating system current
    • Update browser extensions
    • Clear cache periodically

  2. Backup Your Work

    • Export content regularly
    • Save original files locally
    • Document important settings
    • Keep project notes

  3. Monitor Performance

    • Check site speed regularly
    • Monitor storage usage
    • Review analytics data
    • Test on different devices

Best Practices

  1. File Management

    • Optimize files before upload
    • Use descriptive file names
    • Organize assets logically
    • Remove unused files

  2. Design Considerations

    • Test responsive design
    • Keep layouts simple
    • Optimize for mobile
    • Use web-safe fonts

  3. Account Security

    • Use strong passwords
    • Enable two-factor authentication
    • Monitor account activity
    • Keep contact info updated

Remember, most issues have simple solutions, and our support team is always ready to help when you need additional assistance!

Last updated: September 2, 2025