Troubleshooting UMPIRE
Troubleshooting UMPIRE (CMS)
Welcome to the interactive guide for the UMPIRE platform! This guide will help you quickly diagnose and resolve common Content Management System (CMS) issues or direct you to the appropriate support resource.
What issue are you experiencing with the UMPIRE platform?
Login or Access Issues with UMPIRE Panel (CMS)
Thank you for choosing this option. Let's start with some basic questions:
Are you receiving an error message when trying to log in?
Yes, I see an error message (e.g., "Invalid username/password", "Account locked")
Check your credentials: Ensure you are entering the correct login details (username, password). Pay attention to case sensitivity and the CAPS LOCK key.
Password Reset: If you have forgotten your password, please contact your organization's system administrator or the WICKET support team if UMPIRE uses their authentication system.
Account Locked: If the message indicates a locked account, it's possible there have been too many unsuccessful login attempts. Wait 15-30 minutes and try again, or contact your organization's system administrator.
If the problem persists after these steps, report a login issue with UMPIRE CMS. Attach a screenshot of the error message, your username, and the browser you are using.
No, I don't see an error message; the page simply doesn't respond or refreshes.
Clear your browser's cache and cookies: Outdated data can cause issues with login page rendering. [Link to browser cache/cookies clearing instructions]
Try in incognito/private mode: This mode often disables browser extensions that might be causing conflicts.
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., laptop, another computer).
If the problem persists, report a login unresponsiveness issue with UMPIRE CMS. Provide the browser and operating system you are using, and describe the page's behavior precisely.
Issues with adding or editing content (Articles, Events, Profiles)
Do you see the "Add new..." or "Edit" button in the CMS panel?
Yes, I see the button, but nothing happens when I click it, or an error appears.
No response:
Clear your browser cache: [Link to browser cache/cookies clearing instructions]
Try a different browser: Check if the problem also occurs in Chrome, Firefox, or Edge.
An error appears (message):
What error message do you see? (e.g., "Server error 500", "Permissions error", "Insufficient resources").
Take a screenshot of the error.
If the problem persists after these steps, report a content adding/editing issue in UMPIRE. Attach a screenshot of the error and information about your browser and operating system.
No, I don't see the "Add new..." or "Edit" button.
Check your CMS permissions. Ensure your account has the appropriate roles assigned that allow you to add or edit content (e.g., editor, administrator). If you are unsure, contact your organization's website administrator.
If you have the correct permissions, but the button is still not visible, report a missing button issue in UMPIRE.
Issues with displaying images or multimedia in UMPIRE
Does the problem affect all images/multimedia, or only specific ones?
All images/multimedia are not displaying or are corrupted.
Check your internet connection: Ensure you have a stable internet connection.
Clear your browser's cache (cache) and cookies (cookies): [Link to browser cache/cookies clearing instructions]
Check if other page elements load correctly: If the entire page has loading issues, the problem might be broader.
If the problem persists, report a general media display issue in UMPIRE. Provide the browser and operating system you are using, and if possible, the URL of the page with the problem.
The problem affects only specific images/multimedia.
Check in the Media Library in CMS:
Go to the Media Library in UMPIRE.
Find the problematic file. Is it visible? Is it not corrupted?
Ensure the file has the correct dimensions and format (e.g., PNG, JPG for images, MP4 for videos).
Check if the image was correctly assigned: Make sure the image was correctly added to the article/profile/event.
Try uploading the file again: Try deleting and re-uploading the problematic file to the Media Library, then reassigning it to the content.
If the problem still persists, report an issue with a specific media file in UMPIRE. Provide the file name, the URL of the page where it's not displayed, and, if possible, its location in the Media Library.
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