Troubleshooting
===============

Quick fixes for the issues we see most often. If your problem
isn't here, the **Contact** page on the website reaches us
directly.

Sign-in problems
----------------

I can't sign in
~~~~~~~~~~~~~~~

1. Make sure you're using the right **username (or e-mail)** and
   **password** — the login is handled by **Keycloak**, so your
   credentials need to match what you registered with.
2. Try **Forgot password?** if you're not sure.
3. Clear cookies for the site and try again.
4. Try a different browser to rule out a local issue.
5. Some browser extensions (privacy / ad-block) block the
   Keycloak redirect — disable them for the site if needed.

The password reset e-mail isn't arriving
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

* Check your **spam / junk folder**.
* Whitelist ``noreply@i-think-its-you.at`` in your contacts.
* Wait a few minutes — sometimes the e-mail just takes a while.
* If nothing arrives, write to us via the website's **Contact**
  page.

"Session expired"
~~~~~~~~~~~~~~~~~

Just sign in again. Sessions expire after a while for security.

Wanted poster problems
----------------------

I can't create a wanted poster
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

* Make sure you're **signed in** — the *Create Wanted Poster*
  button only appears when you are.
* Make sure the **Content** field has text. Title, sighting type
  and tags are optional, but content is required.
* Check your internet connection and try again.

The location picker isn't loading
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

* Some browser extensions block map tiles — disable them for
  the site.
* If "Use my location" doesn't work, give your browser
  permission to share location, or pick the place manually.

The "(edited)" marker shows but I didn't edit anything
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

A moderator may have made a small change. The **edit history**
page lists every change with the actor and reason — ask the
moderation team if you want to see it (you can also see it
yourself if you have the moderator role).

Comment problems
----------------

I can't add a comment
~~~~~~~~~~~~~~~~~~~~~

* You must be **signed in**.
* The comment editor needs **non-empty text**.
* Refresh the page and try again.

My comment doesn't appear
~~~~~~~~~~~~~~~~~~~~~~~~~

* Refresh the post page.
* If the post (or your comment) was reported and is being
  reviewed, it may be temporarily hidden — see
  :doc:`moderation`.

Notifications and messages
--------------------------

The notifications bell isn't updating
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

* Refresh the page (the bell polls in the background, but a
  manual refresh is fastest).
* Open the notifications page and click **Mark all read**, then
  refresh.

Direct messages don't load or won't send
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

* Check your internet connection.
* Refresh the messages page.
* Try a different browser or device.
* Make sure you're signed in (the **Messages** link only
  appears when you are).

I don't see the Messages link
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

* Sign in.
* Refresh the page.
* If it still doesn't appear, the feature might be disabled in
  your instance — write to us via the **Contact** page.

Search and filtering
--------------------

The search returns nothing
~~~~~~~~~~~~~~~~~~~~~~~~~~

* Try the **other language** (e.g. type the German place name
  if you typed an English one).
* Reduce the filters (e.g. larger location radius, broader date
  range).
* Use **Reset** to clear all filters and see the full timeline
  again.

The map / radius filter isn't returning the right posts
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

The radius search uses **location tags**, not the post text.
A post without a location tag won't appear in a radius search.

Display and theme
-----------------

The page looks broken
~~~~~~~~~~~~~~~~~~~~~

* Refresh (sometimes a stylesheet just got cached badly).
* Clear the browser cache for the site.
* Set the browser zoom to 100 %.
* Try a different browser.

Dark mode isn't applying
~~~~~~~~~~~~~~~~~~~~~~~~

* Make sure you actually pressed the **theme toggle** in the
  header (not the system theme — this site has its own switch).
* Refresh the page.

Performance
-----------

The site is slow
~~~~~~~~~~~~~~~~

* Close other tabs to free memory.
* Disable resource-heavy extensions.
* Try another browser to rule out a local issue.
* On mobile, make sure you're not on a very weak connection.

Moderator-specific
------------------

I can't see the moderation links
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

* Sign out and back in to refresh your token.
* If the links still don't appear, your account doesn't have
  the **MODERATOR** role; ask an admin.

A restore action fails
~~~~~~~~~~~~~~~~~~~~~~

* The original author may have been deleted; contact an admin.
* Make sure you provided the required reason.

Getting more help
-----------------

When writing to us, please include:

* What you were trying to do.
* What happened (including any error message).
* Browser and version, OS, language setting.
* Steps you've already tried.

The **Contact** page on the main website lists the e-mail
address and the contact form.

What's next?
------------

* :doc:`faq` — quick answers.
* :doc:`getting-started` — back to basics.