Troubleshooting
Solutions to common issues with Et'al.
Having trouble with Et'al? This guide covers common issues and their solutions.
Login Issues
Can't log in to my account
Check your credentials - Ensure you're using the correct email and password
Try password reset - Click "Forgot Password" on the login page
Check caps lock - Passwords are case-sensitive
Try a different browser - Clear cache or use incognito mode
Contact support - If nothing works, reach out to us
Account locked
After 5 failed login attempts, accounts are temporarily locked for security.
Solution:
- Wait 15 minutes and try again
- Or reset your password to unlock immediately
Two-factor authentication not working
If your 2FA code isn't accepted:
- Check the time - Ensure your device time is accurate (TOTP codes are time-based)
- Use a backup code - Found in Settings > Security when you enabled 2FA
- Try the next code - Codes change every 30 seconds
- Contact support - We can help disable 2FA with identity verification
Sync & Connection Issues
Data not syncing
If changes aren't appearing across devices:
| Step | Action |
|---|---|
| 1 | Check your internet connection |
| 2 | Look for the connection status indicator (should be green 🟢) |
| 3 | Pull to refresh on mobile or press Ctrl/Cmd + R on web |
| 4 | Sign out and sign back in |
| 5 | Clear app cache (Settings > Clear Cache) |
Offline mode not working
If you can't access data offline:
- Mobile app only - Offline mode isn't available in the web browser
- Data must be cached - Visit the data while online first
- Check storage space - Ensure your device has available storage
- Update the app - Older versions may have offline issues
Slow performance
To improve performance:
Most performance issues are related to network conditions or browser extensions.
Web browser:
- Clear browser cache and cookies
- Disable browser extensions temporarily
- Try a different browser
- Check if other sites are also slow (network issue)
Mobile app:
- Force close and restart the app
- Check available device storage
- Update to the latest app version
- Restart your device
Feature Issues
Can't create new projects/tasks
Permission issue:
- Check if you have permission to create items
- Ask your workspace admin to verify your role
Subscription limit:
- Free plans have limits on projects and tasks
- Check Settings > Billing for your current usage
Notifications not working
Web browser:
- Check browser notification permissions
- Go to browser settings > Notifications
- Ensure etalcrm.com is allowed
- Check that notifications aren't blocked by your OS
Mobile app:
- Check device notification settings
- Ensure the app has notification permissions
- Check battery optimization isn't blocking notifications
- Verify you haven't muted notifications in the app
Can't upload files
If file uploads fail:
| Issue | Solution |
|---|---|
| File too large | Maximum file size is 100MB |
| Unsupported type | Check supported file types in settings |
| Upload stuck | Refresh and try again |
| Network error | Check internet connection |
Search not returning results
If search seems broken:
- Check spelling - Search matches exact text
- Try broader terms - Use partial words
- Check filters - You may have active filters limiting results
- Wait for indexing - New items may take a few seconds to appear in search
Mobile App Issues
App crashing
If the app crashes frequently:
Update the app - Install the latest version from your app store
Restart your device - Clear system memory
Clear app data - Settings > Apps > Et'al > Clear Data
Reinstall - Delete and reinstall the app
Biometric login not working
If Face ID, Touch ID, or fingerprint login fails:
- Check device settings - Ensure biometrics are enabled for the app
- Re-enable in app - Settings > Security > Biometric Login (toggle off/on)
- Check registered biometrics - Add a new fingerprint/face in device settings
- Use password - Fall back to password login
Can't download attachments
If attachments won't download:
- Check internet connection
- Ensure sufficient storage space
- Try opening in browser instead
- Check app permissions for storage access
Integration Issues
Integration not connecting
If an integration fails to connect:
- Disconnect and reconnect - Settings > Integrations > Disconnect, then reconnect
- Check permissions - Ensure you've granted all required permissions
- Verify account - Make sure the external service account is active
- Check status - Visit our status page for outages
Data not syncing with integrations
If integration data is out of sync:
- Trigger a manual sync (Settings > Integrations > Sync Now)
- Check the integration logs for errors
- Verify the connected account still has access
- Wait up to 15 minutes for automatic sync
Error Messages
"Session expired"
Your session has timed out for security. Simply log in again.
"Something went wrong"
A generic error occurred. Try:
- Refresh the page
- Clear browser cache
- Try again in a few minutes
- Report the issue if it persists
"Permission denied"
You don't have access to this resource. Contact your workspace admin.
"Rate limit exceeded"
You've made too many requests. Wait a few minutes before trying again.
Still need help?
If you couldn't find a solution:
- Contact Support - Our team is ready to help
- Community Forum - Ask the community
- Status Page - Check for known issues