Troubleshooting

This page covers the most common issues users encounter in SetGet and their solutions. If your issue is not listed here, check the Get Help page for support channels.

Cannot sign in

Symptoms

• The sign-in form shows an error message.
• You are redirected back to the sign-in page after entering credentials.
• The page loads indefinitely without completing sign-in.

Solutions

Possible cause	Solution
Incorrect password	Use the Forgot Password link to reset your password
Account does not exist	Verify you are using the correct email address; check for typos
Workspace URL is wrong	Confirm the workspace URL with your administrator
Browser cookies disabled	Enable cookies for the SetGet domain in your browser settings
Browser cache corrupted	Clear your browser cache and cookies, then try again
SSO not configured	If your workspace uses SSO, use the SSO sign-in button instead
Account locked	Contact your workspace admin; too many failed attempts may lock the account
Self-hosted: service not running	Verify the SetGet API service is running on the server

Step-by-step diagnosis

1. Try a different browser — This rules out browser-specific issues.
2. Open an incognito/private window — This rules out extension and cache interference.
3. Check the browser console — Press F12, go to the Console tab, and look for error messages.
4. Verify the URL — Ensure you are on the correct SetGet domain.
5. Contact your admin — If nothing works, your admin can check server logs and account status.

Email not received

Symptoms

• Password reset email never arrives.
• Workspace invitation email is missing.
• Magic link sign-in code is not delivered.
• Notification emails are not being received.

Solutions

Possible cause	Solution
Email in spam/junk folder	Check spam, junk, and promotions folders
Email address is incorrect	Verify the email address in your account settings
Email provider blocking	Whitelist the SetGet sender domain in your email provider
SMTP not configured (self-hosted)	Verify SMTP settings in the server environment configuration
SMTP credentials expired	Update SMTP credentials in server configuration
Rate limit reached	Wait a few minutes and try again; some providers limit delivery

Checking SMTP status (self-hosted)

If you administer a self-hosted instance:

1. Verify the following environment variables are set correctly:
   • SETGET_SMTP_HOST
   • SETGET_SMTP_PORT
   • SETGET_SMTP_USERNAME
   • SETGET_SMTP_PASSWORD
   • SETGET_SMTP_FROM_EMAIL
   • SETGET_SMTP_FROM_NAME
2. Check the API server logs for SMTP errors.
3. Test the SMTP connection using a command-line tool like swaks or telnet to verify connectivity to the SMTP server.
4. Ensure the SMTP port is not blocked by a firewall.

TIP

For self-hosted instances, sending a test email from Admin > Email Settings is the fastest way to verify SMTP is working correctly.

Slow performance

Symptoms

• Pages take a long time to load.
• The interface feels sluggish or unresponsive.
• Actions (creating items, changing state) are delayed.
• Switching between projects or views is slow.

Solutions

Possible cause	Solution
Too many open browser tabs	Close unused tabs; each tab uses memory and CPU
Browser extensions interfering	Disable extensions temporarily, especially ad blockers
Outdated browser	Update to the latest version of your browser
Large workspace with many items	Use filters and views to limit the data loaded at once
Slow network connection	Check your internet speed; SetGet requires a stable connection
Browser cache bloated	Clear the browser cache and reload SetGet
Self-hosted: server resource limits	Monitor CPU, memory, and disk usage on the server
Self-hosted: database performance	Check MongoDB query performance and index usage
Self-hosted: Redis not reachable	Verify Redis connectivity for caching

Performance checklist

1. Reload the page — Ctrl+Shift+R / Cmd+Shift+R to hard reload.
2. Test in incognito — Rules out extensions and cached data.
3. Check network tab — Press F12, go to Network tab, reload, and look for slow or failed requests.
4. Try a different device — Rules out device-specific issues.
5. Check SetGet status (cloud) — Visit the SetGet status page for outage information.

WARNING

If performance issues are sudden and affect all users in your workspace, the problem is likely server-side. Cloud users should check the status page. Self-hosted admins should check server resources and logs.

File upload fails

Symptoms

• File upload shows an error.
• Upload progress bar stalls or never completes.
• Uploaded file appears broken or incomplete.
• "File too large" error.

Solutions

Possible cause	Solution
File exceeds size limit	Reduce the file size; default limit is 10 MB per file
Network interruption	Check your connection and retry the upload
Unsupported file type	Check the list of allowed file types in your workspace settings
Browser blocking upload	Disable pop-up blockers or security extensions temporarily
Storage full (self-hosted)	Check MinIO storage capacity and free up space
MinIO not reachable (self-hosted)	Verify MinIO endpoint and credentials in environment variables
CORS misconfigured (self-hosted)	Ensure MinIO CORS policy allows requests from your SetGet domain

Diagnosing upload failures (self-hosted)

1. Check the browser console (F12 > Console) for error messages during upload.
2. Verify the following environment variables:
   • SETGET_STORAGE_ENDPOINT
   • SETGET_STORAGE_ACCESS_KEY
   • SETGET_STORAGE_SECRET_KEY
3. Verify the storage buckets exist: setget-public and setget-private.
4. Test connectivity to MinIO from the API server.
5. Check API server logs for storage-related errors.

Notifications not working

Symptoms

• No browser notifications appear.
• The notification inbox is empty despite workspace activity.
• Push notifications on mobile are not arriving.
• Email notifications are missing.

Solutions

Possible cause	Solution
Browser notifications not permitted	Allow notifications for SetGet in browser settings
OS Do Not Disturb mode active	Disable Do Not Disturb on your operating system
Notification preferences turned off	Check Profile > Notification Preferences in SetGet
Mobile push not enabled	Enable push notifications in the mobile app settings
Email notifications disabled	Enable email notifications in your profile preferences
Not subscribed to the item	You only receive notifications for items you follow or own
Self-hosted: notification service down	Check the API server logs for notification dispatch errors

Verifying notification permissions

Browser notifications

1. Click the lock icon in your browser address bar.
2. Find the Notifications setting.
3. Set it to Allow.
4. Reload SetGet.

Mobile push notifications

1. Open your device settings.
2. Find the SetGet app.
3. Ensure Notifications is enabled.
4. Check that Badges, Sounds, and Alerts are all enabled.

In-app preferences

1. Open Profile > Notification Preferences in SetGet.
2. Review each notification category.
3. Ensure the categories you care about are enabled for your preferred channels (in-app, email, push).

WebSocket disconnects

Symptoms

• A "Reconnecting..." banner appears at the top of the page.
• Real-time updates stop working (you need to refresh to see changes).
• Chat messages are delayed or missing.
• Presence indicators (online/offline) are stale.

Solutions

Possible cause	Solution
Unstable internet connection	Switch to a more stable network; prefer wired over Wi-Fi
VPN or proxy interfering	Try without VPN; ensure WebSocket traffic is allowed
Corporate firewall blocking	Ask IT to allow WebSocket connections (wss://) to SetGet
Browser extension blocking	Disable privacy/security extensions temporarily
Server restart (self-hosted)	WebSocket connections drop during restarts; they reconnect automatically
Reverse proxy misconfigured	Ensure Nginx/Caddy/Apache is configured to proxy WebSocket upgrades

WebSocket configuration for self-hosted instances

If you use a reverse proxy (e.g., Nginx), ensure it supports WebSocket upgrades:

location /ws/ {
    proxy_pass http://localhost:8192;
    proxy_http_version 1.1;
    proxy_set_header Upgrade $http_upgrade;
    proxy_set_header Connection "upgrade";
    proxy_set_header Host $host;
    proxy_read_timeout 86400;
}

TIP

Most WebSocket disconnects are temporary and resolve automatically within a few seconds. If the "Reconnecting..." banner persists for more than 30 seconds, check your network connection.

Other common issues

Work items not appearing in search

• Cause: Search indexing may be delayed.
• Solution: Wait a few seconds and search again. For self-hosted instances, check that the search service is running.

Cannot access a project

• Cause: You are not a member of the project, or your role does not have sufficient permissions.
• Solution: Contact the project admin to be added as a member.

Page content not saving

• Cause: Network interruption during save, or a conflict with another editor.
• Solution: Check your network connection. If a conflict is detected, SetGet will show a conflict resolution dialog.

Charts and analytics not loading

• Cause: Data may still be processing, or the browser is blocking canvas rendering.
• Solution: Refresh the page. Ensure hardware acceleration is enabled in your browser settings.

Session expired unexpectedly

• Cause: Session timeout, cookie cleared, or server restart.
• Solution: Sign in again. If this happens frequently, check browser settings for cookie persistence.

When to contact support

Contact support if:

• You have tried the solutions above and the problem persists.
• You encounter a server error (HTTP 500) consistently.
• Data appears to be missing or corrupted.
• You cannot access your account and password reset is not working.
• You are a self-hosted admin and the service will not start.

See Get Help for all support channels.

Related pages

• Get Help — Support channels and resources
• Account Settings — Profile, notifications, and security
• Desktop Experience — Browser recommendations and performance tips
• Mobile App — Mobile-specific troubleshooting