Troubleshooting

Quick fixes for common error messages you may encounter. **"Session Expired"** Your login session has timed out for security. • Solution: Log in again • Prevention: Enable "Remember Me" on login **"File Upload Failed"** The file couldn't be uploaded. • Check file size (max 500MB) • Verify internet connection • Try a different browser • Compress large files **"Access Denied"** You don't have permission for this action. • Verify you're logged into the right account • Check your role permissions • Contact account admin if needed **"Case Not Found"** The case you're looking for doesn't exist. • Check the case ID/number • Case may have been deleted • Contact case owner if shared with you **"Payment Failed"** Your payment couldn't be processed. • Verify card details are correct • Check for sufficient funds • Try a different payment method • Contact your bank if issues persist **"Server Error"** Something went wrong on our end. • Refresh the page • Wait a few minutes and try again • Check status.casebench.io for outages • Contact support if persistent

Resolve problems with uploading files to CaseBench. **Upload Fails Immediately** Check these common causes: • File exceeds 500MB limit • Unsupported file format • File is corrupted • Filename contains special characters **Upload Stuck at 0%** Try these solutions: • Check internet connection • Disable VPN temporarily • Try a wired connection instead of WiFi • Clear browser cache **Upload Stuck Near 100%** The file is uploading but processing is slow: • Large files take longer to process • Wait 5-10 minutes before retrying • Don't close the browser during upload **"Unsupported File Type"** CaseBench supports: • 3D: STL, OBJ, PLY, DCM • Images: JPG, PNG, PDF • Documents: PDF, DOC, DOCX For other formats, convert before uploading. **Tips for Successful Uploads:** • Use Chrome or Firefox for best results • Compress files over 100MB • Upload one file at a time for large batches • Use descriptive filenames

Can't log in? Try these solutions. **Forgot Password** 1. Click "Forgot Password" on login page 2. Enter your email address 3. Check email (including spam folder) 4. Click reset link within 24 hours 5. Create new password **"Invalid Credentials"** • Double-check email spelling • Password is case-sensitive • Clear browser autofill and type manually • Try password reset if unsure **Account Locked** After 5 failed attempts, accounts are locked for 30 minutes. • Wait 30 minutes, then try again • Use password reset to unlock immediately • Contact support if still locked **2FA Issues** If you can't access your authenticator: • Use a backup code (if you saved them) • Contact support with identity verification • We'll help restore access securely **"Account Not Found"** • Verify you're using the right email • Check if you registered with a different email • Contact support to locate your account **Browser Issues** • Clear cookies and cache • Disable browser extensions • Try incognito/private mode • Update your browser to latest version

Troubleshoot payment and billing issues. **Card Declined** Common reasons: • Insufficient funds • Card expired • Daily limit exceeded • Bank security block Solutions: • Try a different card • Contact your bank to authorize • Use bank transfer instead • Pre-load account credit **Payment Processing Error** • Clear browser cache and retry • Use a different browser • Check for valid billing address • Ensure card matches account country **Duplicate Charges** If you see multiple charges: • Wait 24 hours (pending charges may drop) • Check if multiple payments were attempted • Contact support with transaction details • We'll investigate and refund if needed **Invoice Not Received** • Check spam/junk folder • Verify email address in settings • Download from Payments > Invoices • Contact support for resend **Refund Requests** For refund inquiries: • Contact support within 30 days • Include invoice number • Explain the issue • Refunds processed within 5-10 business days

Ensure your browser works well with CaseBench. **Recommended Browsers:** For best experience: • Google Chrome (latest) • Mozilla Firefox (latest) • Microsoft Edge (latest) • Safari 14+ (Mac only) **Not Recommended:** • Internet Explorer (not supported) • Older browser versions • Modified/custom browsers **Common Browser Issues:** **Page Doesn't Load Properly** • Clear cache and cookies • Disable extensions • Try incognito mode • Update browser **Features Not Working** • Enable JavaScript • Allow pop-ups for casebench.io • Disable ad blockers temporarily • Check browser console for errors **Slow Performance** • Close unused tabs • Clear browser history • Increase device RAM • Use wired internet connection **Mobile Browsers:** • Chrome for Android • Safari for iOS • Responsive design on all devices **Minimum Requirements:** • JavaScript enabled • Cookies enabled • WebGL support (for 3D viewing) • Stable internet connection

Get help from our support team. **Support Channels:** **Contact Form** Submit detailed inquiries through our form. • Response within 24 hours • Attach screenshots or files • Best for complex issues **Email** Reach us at support@casebench.io • Detailed support tickets • Response within 24-48 hours **When Contacting Support:** Please include: • Your account email • Description of the issue • Steps to reproduce the problem • Screenshots or error messages • Browser and device information **Support Hours:** Monday - Friday: 9 AM - 6 PM (GMT) Saturday: 10 AM - 2 PM (GMT) Sunday: Closed **Emergency Support:** For critical production issues, mark your message as URGENT. We prioritize these during business hours. **Self-Service First:** Before contacting support: • Check this Help Center • Review FAQs • Search for your error message • Try basic troubleshooting steps