Troubleshooting Common Issues

This guide covers solutions to the most common issues users encounter with RoomTimers. Most problems can be resolved quickly with these troubleshooting steps.

Connection Issues

🔴 Red Connection Indicator

Problem: Connection indicator shows red, and changes aren't syncing.

Solutions:

1. Check Internet Connection
   • Open another website to verify internet is working
   • Check if WiFi/ethernet is connected
   • Restart your router if needed
2. Refresh the Page
   • Click the refresh button in your browser
   • Or press Ctrl+R (Windows) / Cmd+R (Mac)
3. Check Firewall Settings
   • Your firewall may be blocking WebSocket connections
   • Contact your IT administrator to allow connections to app.roomtimers.com
4. Try a Different Browser
   • Sometimes browser extensions can interfere
   • Try Chrome, Edge, Firefox, or Safari

🟡 Yellow Connection Indicator

Problem: Using fallback polling mode instead of real-time WebSocket.

What This Means: Changes still sync, but with a 1-5 second delay instead of instantly.

Solutions:

1. This is usually fine - the system is working as designed
2. If you want real-time sync, try refreshing the page
3. Check if your network blocks WebSocket connections
4. Contact IT to whitelist WebSocket traffic to *.roomtimers.com

Login & Authentication Issues

"No Access" Screen After Login

Problem: You successfully log in with Google but see a "No Access" screen.

Causes:

• You're not yet added to any organization
• You used the wrong Google account
• Your account is pending activation

Solutions:

1. Verify Google Account
   • Make sure you're using your work Google account
   • Sign out and try again with the correct account
   • On Google login screen, click "Use another account" to switch
2. Contact Your Admin
   • Ask your organization administrator to add you to the system
   • Verify they have the correct email address
3. Check with Support
   • If your admin says you're added but you still can't access
   • Contact support at roomtimers.com/contact-us

Can't Select Google Account

Problem: Google login doesn't let you choose which account to use.

Solution:

1. This is a browser setting in Chrome/Edge
2. Click your profile icon in browser (top-right)
3. Sign out of other Google accounts
4. Or use an incognito/private window
5. The login screen should now let you choose

Session Expired

Problem: You get logged out unexpectedly.

Causes:

• Session timeout after inactivity (security feature)
• Google token expired
• Changed password on Google account

Solution:

1. Simply log in again
2. Your session will be restored
3. All timers are preserved (they're not tied to your session)

Timer Issues

Timer Not Appearing After Creation

Problem: You create a timer but it doesn't show up.

Solutions:

1. Check Connection Status
   • Is the indicator green?
   • If red/yellow, wait for connection to restore
2. Refresh the Page
   • Press Ctrl+R / Cmd+R
   • Timer should appear after refresh
3. Check Organization
   • If you have access to multiple organizations, verify you're viewing the right one
   • Use the organization selector at the top
4. Verify Timer Was Created
   • Did you get a success message?
   • Check on another device

Timer Disappeared

Problem: A timer was there but now it's gone.

Possible Causes:

1. Another User Cleared It
   • Most common cause
   • Check with team members
   • This is normal behavior
2. Auto-Cleanup
   • Timers are auto-deleted 6 hours after expiration
   • This keeps the system clean
   • Create a new timer if needed
3. Wrong Organization
   • You might be viewing a different organization
   • Check the organization selector

Can't Clear/Pause/Resume Timer

Problem: Timer action buttons don't work.

Solutions:

1. Check Connection
   • Need green connection indicator
   • Actions won't work when disconnected
2. Refresh and Try Again
   • Press Ctrl+R / Cmd+R
   • Try the action again
3. Check Permissions
   • All roles can manage timers (this is rarely the issue)
   • But verify you're logged in correctly
4. JavaScript Error
   • Open browser console (F12)
   • Look for red errors
   • Take a screenshot and contact support

Timer Countdown Not Updating

Problem: Timer shows the same time and doesn't count down.

Solutions:

1. Check if Paused
   • Look for "PAUSED" badge on timer
   • Click Resume to continue countdown
2. Browser Tab Backgrounded
   • Mobile browsers stop timers in background tabs
   • Bring tab to foreground
   • Countdown should resume
3. Device in Sleep Mode
   • Wake device
   • Timer will update to current time
4. Connection Issue
   • Check connection status
   • Refresh page if needed

Configuration Issues

Can't Access Config Panel

Problem: No Config button or "Access Denied" message.

Solution:

• You need Admin or Super Admin role
• Contact your organization administrator
• They can upgrade your permissions

Room/Provider Not Appearing in Dropdown

Problem: Added a room or provider but it's not in the dropdown.

Solutions:

1. Refresh the Page
   • Dropdowns cache data
   • Refresh to reload
2. Verify It Was Saved
   • Go back to Config panel
   • Check if it's in the list
   • Might have failed to save
3. Check Organization
   • Rooms/providers are organization-specific
   • Verify you're viewing the correct organization

Can't Delete Room

Problem: Delete button is disabled or gives an error.

Solution:

• You cannot delete a room with active timers
• Clear all timers for that room first
• Then delete will work

Multi-Device Sync Issues

Timer Shows Different State on Different Devices

Problem: One device shows timer as running, another shows it as paused.

Solutions:

1. Wait 2-3 Seconds
   • Sync may be in progress
   • Give it a moment
2. Check Connection on Both Devices
   • One might be disconnected
   • Look at connection indicator
3. Refresh Both Devices
   • Force sync by refreshing
   • Should resolve to correct state

Changes Not Syncing Between Devices

Problem: Action on one device doesn't appear on another.

Solutions:

1. Verify Same Account
   • Must use same Google account on all devices
   • Check profile → email address
2. Check Organization
   • Both devices must be viewing same organization
   • Use organization selector to switch
3. Verify Connections
   • Both devices need green connection indicator
   • Fix any connection issues first
4. Network Latency
   • If on slow connection, sync may take a few seconds
   • Be patient

Performance Issues

App Running Slowly

Problem: Page loads slowly or actions take time to complete.

Solutions:

1. Check Internet Speed
   • Run speed test (speedtest.net)
   • Need at least 1 Mbps
2. Close Other Tabs
   • Browser may be using too much memory
   • Close unused tabs
3. Clear Browser Cache
   • Settings → Privacy → Clear browsing data
   • Select "Cached images and files"
   • Clear and reload
4. Update Browser
   • Old browsers are slower
   • Update to latest version
5. Check Device Resources
   • Old/slow devices may struggle
   • Close other apps
   • Restart device if needed

Page Won't Load

Problem: Page is blank or stuck loading.

Solutions:

1. Hard Refresh
   • Ctrl+Shift+R (Windows) / Cmd+Shift+R (Mac)
   • Forces complete reload
2. Clear Cache and Reload
   • Clear browser cache (see above)
   • Reload page
3. Try Incognito/Private Window
   • Tests if browser extension is causing issue
   • If works in incognito, disable extensions one by one
4. Try Different Browser
   • Rules out browser-specific issue
5. Check Service Status
   • Rarely, RoomTimers may be down for maintenance
   • Check roomtimers.com for status updates

Mobile-Specific Issues

Timer Stops Updating When Phone Locked

Problem: Lock phone and timer countdown stops.

Explanation:

• This is normal mobile browser behavior
• Browsers conserve battery when phone is locked
• Timer will update when you unlock phone

Solution:

• Keep phone unlocked if you need live updates
• Or check timer when you unlock - it will show correct time

Can't Tap Buttons on Mobile

Problem: Touch targets too small or unresponsive.

Solutions:

1. Zoom Out
   • Page may be zoomed in
   • Pinch to zoom out
2. Rotate Device
   • Try landscape vs portrait
   • One may be more comfortable
3. Refresh Page
   • Layout may be stuck
   • Reload to reset

Browser Compatibility Issues

Features Not Working

Problem: Some features don't work in your browser.

Solutions:

1. Update Browser
   • RoomTimers requires modern browser features
   • Update to latest version
2. Enable JavaScript
   • RoomTimers requires JavaScript
   • Settings → Advanced → Content Settings → JavaScript
   • Enable JavaScript
3. Enable Cookies
   • Required for authentication
   • Settings → Privacy → Cookies
   • Allow cookies
4. Disable Conflicting Extensions
   • Ad blockers can interfere
   • Try disabling extensions one by one

Getting Additional Help

When to Contact Support

Contact support if:

• Issue persists after trying troubleshooting steps
• You see error messages you don't understand
• Multiple users are experiencing the same issue
• Suspected bug or system issue

What to Include When Contacting Support

1. Description of Problem
   • What you were trying to do
   • What actually happened
   • What you expected to happen
2. Steps to Reproduce
   • Exact steps that trigger the issue
   • Helps us diagnose faster
3. Environment Details
   • Device type (phone, tablet, computer)
   • Operating system (Windows, Mac, iOS, Android)
   • Browser and version (Chrome 115, Safari 16, etc.)
   • Connection status at time of issue
4. Screenshots/Video
   • Visual aids help tremendously
   • Capture error messages if shown
5. Browser Console Errors
   • Press F12 to open developer tools
   • Click "Console" tab
   • Screenshot any red error messages

Contact Information

• Support Email: Available at roomtimers.com/contact-us
• Response Time: We aim to respond within 24 hours on business days

Preventive Maintenance

Keep Things Running Smoothly

• 🔄 Update browsers regularly - Check for updates monthly
• 🧹 Clear cache occasionally - Every few months
• 🔌 Keep devices charged - Dedicated tablets especially
• 📶 Maintain good WiFi - Position routers well, upgrade if needed
• 👥 Train staff - Make sure everyone knows basic troubleshooting
• 🔒 Keep software updated - Operating systems and browsers