🆘RISWIS Troubleshooting Guide

Common Issues & Solutions

🚪 Login & Authentication Issues

Cannot Login - "Invalid Credentials"

Symptoms: Error message when attempting to login

Solutions:

1. Verify username/password

   • Check for caps lock

   • Ensure correct spelling

   • Try typing password in notepad first

2. Account Status Check

   • Contact admin to verify account is active

   • Check if password expired

   • Verify account hasn't been locked

3. Browser Issues

   • Clear browser cache and cookies

   • Try incognito/private browsing mode

   • Try different browser

Admin Solutions:

• Reset user password in user management

• Check user status in admin panel

• Review audit logs for failed login attempts

"Session Expired" Messages

Symptoms: Frequent logouts or session timeout errors

Solutions:

1. Extend Session

   • Save work frequently

   • Log out and back in

   • Contact admin about session timeout settings

2. Browser Settings

   • Enable cookies

   • Check date/time settings

   • Disable browser extensions temporarily

💳 Transaction Issues

Transaction Won't Process

Symptoms: Error when attempting deposits, withdrawals, or transfers

Common Causes & Solutions:

Account Status Issues

• ✅ Verify account is ACTIVE status

• ✅ Check for account holds or restrictions

• ✅ Confirm customer KYC status is verified

Balance Issues

• ✅ Check sufficient balance for withdrawals/transfers

• ✅ Verify transaction limits not exceeded

• ✅ Confirm currency matches account currency

System Issues

• ✅ Refresh page and retry

• ✅ Check internet connection

• ✅ Contact technical support if persistent

Incorrect Balance Display

Symptoms: Account balance doesn't match expectations

Investigation Steps:

1. Transaction History Review

   • Check recent transactions

   • Verify all transactions processed correctly

   • Look for pending or reversed transactions

2. Currency Check

   • Confirm viewing correct currency (USD vs LRD)

   • Check if multiple currency balances exist

3. System Sync

   • Refresh browser page

   • Log out and back in

   • Contact admin if discrepancy persists

💰 Cash Management Issues

Cash Drawer Won't Open/Close

Symptoms: Cannot start or end day cash processes

Solutions:

1. Check Previous Session

   • Ensure previous day was properly closed

   • Contact supervisor to approve pending close

   • Review cash discrepancy reports

2. Permission Issues

   • Verify CASH_MANAGEMENT permission

   • Check if supervisor approval needed

   • Contact admin for role verification

Cash Discrepancy Errors

Symptoms: System shows different cash amount than physical count

Resolution Process:

1. Recount Physical Cash

   • Count all denominations twice

   • Separate and organize bills/coins

   • Have colleague verify count

2. Review Transaction Log

   • Check all day's transactions

   • Verify each transaction amount

   • Look for unrecorded cash transactions

3. Document Discrepancy

   • Complete variance report

   • Include explanation if known

   • Submit to supervisor for review

📱 SMS & Communication Issues

SMS Not Sending

Symptoms: Customers not receiving transaction confirmations

Troubleshooting Steps:

1. Check Phone Numbers

   • Verify customer phone number format

   • Ensure country code included (+231)

   • Check for invalid characters

2. SMS Gateway Status

   • Contact admin to check gateway status

   • Review SMS analytics dashboard

   • Check for gateway failures

3. Account Settings

   • Verify SMS notifications enabled

   • Check customer preferences

   • Confirm SMS balance available

Email Notifications Not Working

Symptoms: System emails not being received

Solutions:

1. Check Email Addresses

   • Verify correct email format

   • Check spam/junk folders

   • Try different email address

2. System Configuration

   • Contact admin about SMTP settings

   • Check email service status

   • Review system logs

🖥️ System Performance Issues

Slow Loading Pages

Symptoms: RISWIS taking long time to load

Immediate Solutions:

1. Browser Optimization

   • Clear browser cache

   • Close unnecessary tabs

   • Restart browser

2. Network Check

   • Test internet speed

   • Check WiFi/ethernet connection

   • Try different network if available

3. System Resources

   • Close other applications

   • Restart computer if necessary

   • Check available RAM/storage

Page Not Loading/Error 404

Symptoms: Specific pages showing "Page not found" errors

Solutions:

1. URL Check

   • Verify correct URL

   • Check for typos in address

   • Try navigating from main menu

2. Browser Issues

   • Refresh page (Ctrl+F5)

   • Clear browser cache

   • Try different browser

3. System Status

   • Check if other users have same issue

   • Contact IT support

   • Check system status page

📊 Reporting Issues

Reports Not Generating

Symptoms: Report generation fails or takes too long

Troubleshooting:

1. Date Range Check

   • Verify reasonable date range

   • Try smaller date ranges

   • Check date format

2. Permissions

   • Confirm report access permissions

   • Check role-based restrictions

   • Contact admin for access

3. System Resources

   • Try during off-peak hours

   • Reduce report complexity

   • Contact admin if persistent

Report Data Incorrect

Symptoms: Report shows wrong numbers or missing data

Investigation:

1. Filter Verification

   • Check all report filters

   • Verify date ranges

   • Confirm branch/department selections

2. Data Sync

   • Wait for data synchronization

   • Regenerate report

   • Compare with manual calculations

🔒 Permission & Access Issues

"Access Denied" Errors

Symptoms: Cannot access certain features or pages

Solutions:

1. Role Verification

   • Check current user role

   • Verify required permissions

   • Contact admin for access

2. Session Issues

   • Log out and back in

   • Check if role changed recently

   • Clear browser cache

Missing Menu Items

Symptoms: Expected menu options not visible

Causes & Solutions:

• Role-based visibility: Menu items show based on permissions

• Feature availability: Some features may be disabled

• Browser issues: Clear cache and refresh

🚨 Emergency Procedures

System Down/Unavailable

Immediate Actions:

1. Verify Issue

   • Check internet connection

   • Try different device/browser

   • Ask colleagues if they have access

2. Temporary Operations

   • Switch to manual processes

   • Document all transactions

   • Notify customers of delays

3. Escalation

   • Contact IT support immediately

   • Notify branch manager

   • Update customer service

Security Incidents

If you suspect unauthorized access:

1. Immediate Actions

   • Change password immediately

   • Log out all sessions

   • Document suspicious activity

2. Reporting

   • Contact security officer

   • Fill out incident report

   • Preserve evidence/screenshots

Data Loss/Corruption

If transactions seem lost:

1. Stop Operations

   • Cease all related activities

   • Document what happened

   • Don't attempt to "fix" data

2. Escalate Immediately

   • Contact technical support

   • Notify compliance officer

   • Prepare incident report

📞 Contact Information

Internal Support

Issue Type	Contact	Extension	Response Time
Technical Issues	IT Support	2234	15 minutes
User Permissions	Admin	2201	30 minutes
Cash Discrepancies	Supervisor	2202	Immediate
Security Concerns	Security Officer	2211	Immediate
Compliance Issues	Compliance Officer	2245	1 hour

After Hours Support

• Emergency IT: +231-77-XXX-XXXX

• Security Hotline: +231-88-XXX-XXXX

• Manager On-call: +231-77-XXX-XXXX

🔧 Self-Help Tools

Browser Settings Check

Chrome/Edge:
1. Settings → Privacy & Security
2. Clear browsing data
3. Choose "All time"
4. Select all options
5. Clear data

Firefox:
1. Settings → Privacy & Security  
2. Clear Data
3. Select all options
4. Clear

Keyboard Shortcuts

Action	Shortcut	Purpose
Refresh	Ctrl + F5	Hard refresh page
New Transaction	Ctrl + T	Quick transaction
Customer Search	Ctrl + F	Find customer
Print	Ctrl + P	Print current page
Logout	Ctrl + L	Safe logout

System Status Checks

• Connection Test: Can you access other websites?

• RISWIS Status: Check system status indicator

• Time Sync: Verify system time matches your computer

• Session Status: Look for session timeout warnings

📋 Escalation Matrix

Level 1 - Self Service (0-5 minutes)

• Check common solutions above

• Clear browser cache

• Try different browser

• Check internet connection

Level 2 - Colleague Help (5-15 minutes)

• Ask nearby colleague

• Check if others have same issue

• Try different workstation

• Review procedures together

Level 3 - Supervisor (15-30 minutes)

• Contact immediate supervisor

• Document issue details

• Provide screenshots if possible

• Follow supervisor guidance

Level 4 - Technical Support (30+ minutes)

• Contact IT support with ticket

• Provide detailed description

• Include error messages/screenshots

• Follow technical instructions

Level 5 - Emergency Escalation

• System-wide outages

• Security incidents

• Data corruption

• Financial discrepancies

📝 Reporting Template

When contacting support, include:

RISWIS Support Request

Date/Time: ___________
User: ___________
Role: ___________
Issue Description: ___________

Steps to Reproduce:
1. ___________
2. ___________
3. ___________

Error Messages: ___________
Screenshots: [Attach if available]
Browser/Device: ___________
Already Tried: ___________
Urgency Level: ___________
Contact Info: ___________

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Still need help? Contact your supervisor or IT support using the information above.

Last updated: January 2025