Troubleshooting Common Issues

Solutions to common problems you may encounter on the Cloud Sentrics platform.

Login & Access

I can't log in

• Verify your email address is correct (check for typos)
• Use the "Forgot Password" link to reset your password
• If you have 2FA enabled, ensure your authenticator app time is synced
• Contact your admin if your account may have been disabled

Session expired

Sessions last 60 minutes. If you see "Session Expired", simply log in again. Your work is auto-saved.

I can't access certain features

Your admin controls which features you can see. Contact them to request access. Viewers can only see Students, Payment History, and Inventory.

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CBT / Exams

Student can't start the exam

• Verify the exam code is correct (6 characters, case-sensitive)
• Check that the student's class matches the assigned class/arm
• Ensure the exam hasn't been paused or completed
• The student must enter their exact Student ID as registered

Exam is stuck / not loading

• Check internet connection (the 🟢/🔴 indicator shows status)
• Try refreshing the page — progress is auto-saved every 10 seconds
• If offline, answers are stored locally and will sync when connection returns

Student submitted but score isn't in Student Grades

• Verify Academic Settings has both Current Term and Current Session set
• Check that the CBT exam has an Assessment Type configured (exam, ca1, ca2, etc.)
• Ensure the subject name on the CBT exam matches the subject in Academic Settings exactly
• Try clicking "Sync to Grades" on the Results page to manually resync

Duplicate submission

The system prevents duplicate submissions automatically. If a student's connection drops during submit, the retry mechanism will complete the submission without creating duplicates.

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Student Grades / Results

Grades not showing for a class

• Go to Academic Settings and verify the class exists with the correct arms
• Ensure Current Term and Current Session are set
• Check that results exist for that specific term+session combination

Wrong grade calculation

Grades are calculated based on your configured grading scale in Academic Settings. Check:

• Number of CAs and their max scores
• Exam max score
• Grading scale thresholds (A1, B2, etc.)

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File Sharing & Storage

Upload failed

• Maximum file size is 100MB per file
• Check your storage quota in the Home dashboard
• Supported formats: PDF, DOC, DOCX, XLS, XLSX, PNG, JPG, MP4, and more

Can't find a file

• Use the search box at the top of All Records
• Check the Trash — it may have been accidentally deleted
• Files are organized by folder — check the folder tree

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Payments & Fees

Payment not reflecting

• Payments must be recorded manually by an admin
• Check the correct term and session are selected
• Verify the student ID matches

Fee reminders not sending

• Enable fee reminders in Academic Settings
• Ensure parents have valid email addresses registered
• Check Communication History to see if reminders were sent

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General

Dashboard is slow

• Clear your browser cache (Ctrl+Shift+Delete)
• Use Chrome or Edge for best performance
• On mobile, close other tabs to free memory
• The platform caches data for 60 seconds — wait and retry

Something looks wrong on mobile

• Rotate your phone to landscape for tables
• Use the bottom navigation bar for quick access
• Swipe left/right on tables to see all columns

I need help with something not listed here

Click Contact Support in the sidebar to submit a support ticket. Include:

• What you were trying to do
• What happened instead
• Any error messages you saw