> For the complete documentation index, see [llms.txt](https://guide.tisagroup.ch/stride/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guide.tisagroup.ch/stride/troubleshooting-stride.md).
# Troubleshooting STRIDE
## Troubleshooting STRIDE
Welcome to the interactive guide for the STRIDE platform! This guide will help you quickly diagnose and resolve common issues related to video content delivery and multilingualism, or direct you to the appropriate support resource.
**What issue are you experiencing with the STRIDE platform?**
***
Login or Access Issues with Content on the STRIDE Platform
Thank you for choosing this option. **Let's start with some basic questions:**
#### I cannot log in to STRIDE (as an end-user)
**STRIDE uses the WICKET user management system.**
* **I receive an error message when logging in**
1. **Check your credentials:** Ensure you are entering the correct login details (email/username and password) for your WICKET account. Pay attention to case sensitivity.
2. **Password Reset:** If you have forgotten your password, use the "Forgot password" function available on the login page. Reset instructions will be sent to your registered WICKET email address.
3. **Account Inactive/Locked:** If the message indicates an inactive or locked account, it's possible the account was not activated after registration (check your inbox/spam for an activation link) or was locked after too many unsuccessful attempts.
* **Account Activation:** Check your email (including the spam folder) for the activation link after registration.
* **Account Unlock:** Wait 15-30 minutes and try again.
If the problem persists after these steps, report a login issue with STRIDE (via WICKET). Provide your login (email), the exact error message (screenshot), and the browser you are using.
* **I don't see an error message; the page doesn't respond/refreshes.**
1. **Clear your browser's cache and cookies:** Outdated data can cause problems with login page rendering. \[Link to browser cache/cookies clearing instructions]
2. **Try in incognito/private mode:** This mode often disables browser extensions that might be causing conflicts.
3. **Try a different browser or device:** Check if the problem occurs in another browser (e.g., Chrome, Firefox, Edge) or on a different device (e.g., smartphone, tablet).
If the problem persists, report a login unresponsiveness issue with STRIDE. Provide the browser and operating system you are using, and describe the page's behavior precisely.
Issues with playing/accessing video content in STRIDE
#### Does the problem affect all video content, or only specific ones?
#### I cannot play any video or the problem affects all content.
1. **Check your internet connection:** Ensure you have a stable internet connection.
2. **Refresh the page:** A simple page refresh often resolves temporary issues.
3. **Clear your browser's cache (cache) and cookies (cookies):** \[Link to browser cache/cookies clearing instructions]
4. **Try a different browser or device:** Check if the problem occurs in another browser or device (e.g., another browser on PC, smartphone, tablet).
5. **Check for ad/tracking blockers:** Some browser extensions might interfere with video playback. Try disabling them temporarily.
If the problem still persists, report a general video playback issue in STRIDE. Provide the browser, operating system, and the type of problem (e.g., no sound, stuttering, no image).
#### I can only play specific video content or I get an "Access Denied" error.
1. **Check your permissions/subscriptions:** Ensure you have an active subscription or appropriate permissions to view the content (often videos are paid or for specific groups). Check your subscription status in **WICKET** (if you have access to the user panel).
2. **Verify availability date:** Some content may have time-limited access (e.g., only on the day of live broadcast, or for a specific period after an event).
3. **Try playing other paid/free videos:** Check if the problem affects only this specific video or also other content of the same type.
If you still cannot access the content, report a specific content access issue in STRIDE. Provide the exact video title, information about your subscriptions, and any error messages.
Issues with displaying content in multiple languages (STRIDE)
#### Does the problem affect all translations, or only a specific language/content?
#### Translations are not working at all, or the page does not switch to another language.
1. **Check language configuration in UMPIRE/STRIDE:** Ensure that the languages you want to display content in are active and correctly configured in the **UMPIRE** panel (in the Settings/Translations section) and that they are synchronized with **STRIDE**.
2. **Clear your browser's cache (cache) and cookies (cookies):** Sometimes the problem may result from cached data. \[Link to browser cache/cookies clearing instructions]
3. **Try a different browser/device:** Rule out browser-specific issues.
If the problem persists, report a general translation issue in STRIDE. Specify which languages are affected and what exactly is happening.
#### The problem concerns a specific content translation (e.g., a specific video/article is mistranslated or missing a translation).
1. **Check translation status in UMPIRE CMS:** Go to UMPIRE and find the content in question (e.g., video, article). Check if the translation for that language has actually been added and published in the CMS.
2. **Verify translation accuracy:** If the translation exists but is incorrect, it needs to be corrected in UMPIRE CMS.
If the problem persists after verification in the CMS, report a specific translation issue in STRIDE. Provide the exact title of the problematic content and the language concerned.
Other issues with the STRIDE platform
If none of the above topics address your issue or you need further assistance:
* **Contact our support:** Report a general issue in Jira
* **Browse the entire knowledge base:** Go to the STRIDE Documentation Table of Contents