38 lines
1.6 KiB
Markdown
38 lines
1.6 KiB
Markdown
---
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title: "Troubleshooting & Issue Resolution"
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locale: en
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slug: admin-issue-resolution
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audience: admin
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summary: "Playbooks for the most common admin-side incidents, from stuck uploads to billing locks."
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version_introduced: 2025.4
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requires_app_version: "^3.2.0"
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status: draft
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translation_state: aligned
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last_reviewed_at: 2025-02-22
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owner: reliability@fotospiel.app
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related:
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- slug: live-ops-control
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- slug: privacy-and-support
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---
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## Upload incidents
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| Symptom | Diagnosis | Fix |
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| --- | --- | --- |
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| Queue stuck >10 min | Check Live Ops health widget | Run `php artisan media:backfill-thumbnails --tenant=XYZ` then reopen event |
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| Specific guest blocked | Guest reached per-device limit | Increase limit under Event → Upload rules or ask them to clear drafts |
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| Photos missing EXIF | Guest imported screenshots | No action; remind them that EXIF is optional |
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## Access issues
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- **Admin cannot log in**: verify invite accepted; reset via *Team → Resend invite*. Check SSO mapping if enforced.
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- **Guest cannot join**: confirm event status is *Published* and share direct join URL `https://app.fotospiel.com/join/<code>`.
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## Billing & quotas
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- Paddle webhook failure locks uploads: check `storage/logs/paddle.log`, re-send webhook via Paddle dashboard, then toggle the subscription status.
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- Storage 90% full: run archive early or purchase add-on via Paddle customer portal.
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## Communication templates
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Reuse the canned responses under `docs/content/fotospiel_howto_artikel_detailliert.md` to keep messaging consistent.
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### Need more help?
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Escalate to reliability@fotospiel.app with the event ID, customer account, and timestamp. Attach screenshots/logs when possible.
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