Troubleshooting & FAQ

Troubleshooting Common Issues

Account Access Issues

• I can't log in to my account

  • Ensure your email and password are correct
  • Check if your Caps Lock is on
  • Verify you're using the email address used during registration
  • Try clearing your browser cache and cookies
  • Use the password reset option if needed

• I didn't receive a verification email

  • Check your spam/junk folder
  • Ensure you entered the correct email address
  • Wait for 5-10 minutes as emails may be delayed
  • Check with your organization admin if your email domain is approved

Profile Management

• I can't update my profile details
  • Ensure all required fields (*) are filled
  • Log out and log back in to refresh your session
  • Check that your password meets the requirements:
    • Maximum 6 characters
    • Upper and/or lowercase letters
    • At least one number

Device Registration Issues

• My device registration won't submit
  • Verify all required fields are completed
  • Check coordinate format is correct
  • Ensure commissioning date is valid
  • Verify capacity is within acceptable range

Reservation Problems

• I can't create a reservation
  • Check if target capacity matches available devices
  • Verify selected date range is valid
  • Ensure devices are not already reserved
  • Confirm you have the correct permissions

Certificate Viewing Issues

• I can't see my certificates
  • Verify the date range in your filter
  • Check if certificates have been generated yet
  • Ensure your reservation is active
  • Confirm your permissions level

Frequently Asked Questions (FAQ)

Account Management

1. How do I reset my password?

   • Navigate to Account Setting > Profile
   • Go to the Security Setting tab
   • Enter and confirm your new password
   • Click "Reset Password"

2. Can I change my email address?

   • Yes, go to Account Setting > Profile > User Details
   • Update your email
   • Save changes
   • Verify your new email address

3. How do I invite new users?

   • Go to Organization > Invitation
   • Fill in user details and select appropriate role
   • Submit invitation
   • User will receive two emails: confirmation and credentials

Device Management

1. How do I register multiple devices?

   • Use "Add More Device" button for a few devices
   • Use Bulk Upload for many devices
   • Download and follow the template for bulk uploads

2. What do I do if my bulk upload fails?

   • Check the error logs in the status page
   • Verify data format matches template
   • Correct errors and try again
   • Contact support if issues persist

Reservations

1. How do I track my reservations?

   • Go to Reservations > All Reservations
   • Use filters to find specific reservations
   • Check status and details in the list view

2. Why can't I see certain devices?

   • Devices might be already reserved
   • Check your filter settings
   • Verify your permissions level
   • Ensure devices are active in the system

Getting Help

Contact Support

• Email: issue@drec.energy
• Include in your email:
  • Your username/email
  • Clear description of the issue
  • Screenshots if applicable
  • Steps to reproduce the problem

Before Contacting Support

1. Try the solutions in this guide
2. Clear your browser cache
3. Try a different browser
4. Check your internet connection

Note: Most issues can be resolved by following the validation messages on screen and ensuring all required fields are properly filled.

System Requirements

• Use a modern web browser (Chrome, Firefox, Safari, Edge)
• Enable JavaScript
• Allow cookies for the platform
• Maintain stable internet connection

Remember to log out of your account when using shared or public devices to maintain security.