20.2: Troubleshoot Common Problems
Most uPresenter problems fall into one of five groups: identity, permission, entitlement, content, or connection. Identify the group before changing settings; a new password will not fix a team-role problem, and buying credits will not unlock a Pro export.
1. Preserve The Evidence
Before reloading or trying another route:
- Copy the exact error message.
- Record what you selected immediately before it appeared.
- Note the presentation, class, active workspace, browser, and time.
- If safe, capture the smallest screenshot that shows the error and relevant control.
- Wait for saving, uploading, generation, or export progress to finish before repeating the action.
Retry once after checking the items below. Repeated submissions can create duplicate work, use additional credits, start multiple exports, or trigger a contact-form limit.
2. Find The Right Recovery
| Problem | Check first | Recovery |
|---|---|---|
| You cannot sign in | Confirm the email and sign-in method used to register or accept the invitation. | Correct typing and capitalization. Use Forgot Password? only for a password-managed account; use Google for an account created with Google. Follow Sign In And Manage Account Access. |
| An invitation or shared item does not open | Check which account is signed in and whether the invitation was sent to that address. | Sign in with the invited identity instead of creating a second account. Ask the owner to confirm the invitation, role, and target still exist. |
| AI creation or editing fails | Check the active workspace credit balance, the selected model, the prompt, and the connection. | Preserve the prompt, simplify conflicting instructions, retry once, and review Create With AI or Use AI Tools In The Editor. Credits pay for AI tasks; they do not replace a required Pro plan. |
| A document, package, or media file will not upload | Read the file type and size guidance at the exact upload control. | Do not fix an unsupported file by only renaming its extension. Export or convert it to a supported format, reduce its size, use a stable connection, and consult the relevant document, presentation package, or resource lesson. |
| An export is unavailable or fails | Check save completion, current Terms acceptance, the active workspace plan, and the selected format. | Keep the editor tab open, wait for saving, and retry once. Pro-gated formats need Pro; an updated-Terms gate must be resolved separately. See Part XV. |
| A public link does not open | Check publication and the exact link, then review login, name, and password restrictions. | Publish the presentation if appropriate, copy a fresh player link, and give recipients the required access information separately. See Publish A Public Link. |
| A learner or attempt is missing from reports | Check how the presentation was delivered and whether the learner finalized the attempt. | Use the class link when class tracking is required. Confirm submission, the supported tracking environment, and the identity mode. See Complete And Review Attempts and Part XVI. |
| A learner cannot join a class | Check the newest invitation or joining code, the signed-in email, approval state, and whether the class is archived. | Ask the instructor to confirm the code, invitation, and approval settings. Follow Enroll And Support Learners. |
| A team member cannot see or edit content | Check the active workspace, membership state, team role, and presentation-specific permission. | Switch to the intended team, accept the current invitation, and ask an owner or administrator to confirm both membership and sharing. See Part XVIII. |
| A notification link is stale or denied | Check whether the target still exists and whether your permission changed. | Open the relevant presentation, class, or team from main navigation. If it is absent there too, ask its owner to confirm access. See Notifications And What's New. |
| Connect AI cannot reach the presentation | Confirm the editor tab remains open and that the setup information came from its current Connect AI dialog. | Refresh the editor, reopen Connect AI, and configure the trusted client again with the newly displayed prompt, command, or link. Never paste those credentials into a support ticket or screenshot. |
3. Decide Whether Plan, Credits, Or Permission Is Blocking You
These controls solve different problems:
| Control | What it governs |
|---|---|
| Plan, such as Free or Pro | Access to plan-gated product capabilities. |
| Credits | Consumption by supported AI tasks. |
| Role or presentation permission | What a member or collaborator can view, comment on, edit, or administer. |
| Updated Terms state | Whether an action such as presenting or downloading is currently allowed. |
| Active workspace | Which team's plan, credits, storage, presentations, and membership context you are using. |
Opening My Subscription tells you about the active workspace, not every workspace you belong to. If a control seems inconsistent with what you purchased, confirm the active team before contacting support.
4. Escalate With A Reproducible Case
Contact support when the same failure remains after one careful retry, when an error affects saved work or billing, when the interface and your confirmed permission disagree, or when a security or privacy concern is involved. Send the evidence checklist from Section 20.1 and state which recovery steps you already tried.
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