Performance Hub LogoPerformance Hub

Troubleshooting & Common Issues

Find quick solutions to common problems and learn how to resolve issues with Performance Hub.

Common Issues

Login & Access

Can't Log In

Symptoms: Login fails, password not accepted

Solutions:

  1. Verify username and password
  2. Check Caps Lock is off
  3. Clear browser cache and cookies
  4. Try password reset
  5. Check account status with admin

Locked Out

Symptoms: Too many failed login attempts

Solutions:

  • Wait 15 minutes and try again
  • Contact your facility administrator
  • Use password reset link

System Performance

Slow Loading Times

Causes:

  • Network connectivity issues
  • Browser cache full
  • Too many browser tabs open

Solutions:

  1. Check internet connection
  2. Clear browser cache
  3. Close unnecessary tabs
  4. Try a different browser
  5. Restart your device

Features Not Loading

Solutions:

  • Refresh the page
  • Clear cache and cookies
  • Disable browser extensions temporarily
  • Check for system maintenance notifications

Data & Reports

Reports Not Generating

Solutions:

  • Check date range selection
  • Verify you have necessary permissions
  • Ensure data exists for selected period
  • Try exporting smaller date ranges

Data Not Syncing

Solutions:

  • Check internet connection
  • Verify integration credentials
  • Refresh the sync manually
  • Check for API errors in logs

Coaching Screens

Screen Won't Connect

Solutions:

  1. Check network cable
  2. Verify Wi-Fi connection
  3. Restart the screen
  4. Check screen registration status
  5. Verify IP address configuration

Workout Not Loading

Solutions:

  • Check file size limits
  • Verify video format compatibility
  • Ensure sufficient storage space
  • Check network bandwidth

Member Management

Can't Add New Members

Solutions:

  • Check user permissions
  • Verify required fields are filled
  • Ensure unique email address
  • Check member limit on plan

Email Notifications Not Sending

Solutions:

  • Verify email addresses
  • Check spam folders
  • Confirm email templates are configured
  • Review email service status

Browser Compatibility

Supported Browsers

  • Chrome (recommended) - latest version
  • Firefox - latest version
  • Safari - latest version
  • Edge - latest version

Unsupported Browsers

Performance Hub may not work correctly on:

  • Internet Explorer
  • Older browser versions (2+ years old)

Error Messages

"Permission Denied"

Meaning: You don't have access to this feature

Solution: Contact your administrator to request appropriate permissions

"Connection Timeout"

Meaning: Request took too long to complete

Solutions:

  • Check internet connection
  • Try again during off-peak hours
  • Contact support if persistent

"Invalid Data Format"

Meaning: Uploaded file or entered data doesn't match requirements

Solutions:

  • Check file format requirements
  • Verify data format in fields
  • Review import template
  • Check for special characters

Getting Additional Help

Before Contacting Support

Gather this information:

  • Detailed description of the issue
  • Steps to reproduce the problem
  • Error messages (screenshot if possible)
  • Browser and operating system
  • When the issue started
  • Your facility and user ID

Contact Options

Email Support support@performancehub.co

Help Center Visit our comprehensive help articles

Emergency Support

For critical issues affecting member access or facility operations:

  • Mark email subject as "URGENT"
  • Expect response within 1 hour during business hours

Maintenance & Updates

Scheduled Maintenance

  • Typically performed late night/early morning
  • Announced 7 days in advance
  • Usually lasts 30-60 minutes
  • System automatically displays maintenance notice

Emergency Maintenance

  • Performed only when necessary
  • Announced as soon as possible
  • Status updates provided regularly

System Status

Check current system status and any ongoing issues: status.performancehub.co

Feedback

Help us improve! Report bugs or suggest features: