Troubleshooting WICKET
Troubleshooting WICKET
Welcome to the interactive guide for the WICKET platform! This guide will help you quickly diagnose and resolve common issues with user management, mailing, and statistics, or direct you to the appropriate support resource.
What issue are you experiencing with the WICKET platform?
Login or Access Issues with WICKET Account (e.g., admin panel, client service)
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")
Check your credentials: Ensure you are entering the correct login details (username/email, password). Pay attention to case sensitivity and the CAPS LOCK key.
Password Reset: If you have forgotten your password, use the "Forgot password" function on the WICKET login page. Reset instructions will be sent to your registered WICKET email address.
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. For an administrator account, contact another administrator in your organization.
If the problem persists after these steps, report a login issue with WICKET. Attach a screenshot of the error message, your login (email), 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., smartphone, tablet).
If the problem persists, report a login unresponsiveness issue with WICKET. Provide the browser and operating system you are using, and describe the page's behavior precisely.
Issues with User Management (editing, deleting, granting permissions)
I cannot edit user data or grant permissions.
Check your administrator permissions in WICKET: Ensure your account has the appropriate roles and permissions to modify user data or manage access to streaming content.
Check if the user is managed by an external system: Some users might be synchronized from external sources (e.g., an authorization system), which could limit direct editing in WICKET.
If you have the correct permissions and the problem persists, report a user editing/permissions issue in WICKET. Provide the user ID concerned and details of the operation you cannot perform.
I cannot delete a user.
Check user associations: Ensure the user does not have active subscriptions or other associations that block deletion (although the system should handle such cases, it's worth verifying).
Check your permissions: Ensure you have the necessary permissions to delete users.
If you have the correct permissions and the problem persists, report a user deletion issue in WICKET. Provide the user ID you wish to delete and any error messages.
Issues with the Mailing module or Statistics
I cannot create/send a mailing campaign.
Check campaign configuration: Ensure all required campaign fields are filled in, and the recipient list is correct.
Check mailing account status: Make sure there are no issues with sending limits or account balance (if applicable).
If the problem persists, report a mailing campaign issue in WICKET. Describe the problem precisely and the steps you have taken.
User activity/campaign statistics are incorrect or not visible.
Check the date range: Ensure the selected date range for statistics is correct.
Refresh the panel: Sometimes the problem is temporary, and refreshing the panel might help.
If the problem persists, report a statistics issue in WICKET. Specify which statistics are affected and any discrepancies observed.
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