Troubleshooting

Find solutions to common issues and learn how to resolve problems quickly.

Quick Diagnostics

Before Troubleshooting

Check these first:

Internet Connection: Stable connection required
Browser: Use latest Chrome, Firefox, Safari, or Edge
Status Page: Check service status at status.kolbo.ai
Clear Cache: Try clearing browser cache
Different Browser: Test in another browser

Common Issues

Can't Log In

Problem: Unable to access account

Solutions:

Verify email address
Reset password
Clear browser cache
Try incognito mode
Check email for verification link
Contact support if locked out

Email Not Verified

Problem: Account requires email verification

Solutions:

Check spam/junk folder
Resend verification email
Wait a few minutes
Check correct email address
Contact support if not received

Forgot Password

Problem: Can't remember password

Solutions:

Click "Forgot Password" on login
Enter email address
Check email for reset link
Create new password
Log in with new password

Two-Factor Authentication Issues

Problem: 2FA codes not working

Solutions:

Verify correct code
Check time sync on device
Use backup codes
Regenerate 2FA if needed
Contact support to disable

Generation Issues

Generation Failed

Problem: Content generation fails

Solutions:

Check credit balance
Verify prompt validity
Try simpler prompt
Check file size limits
Try different model
Clear cache and retry
Contact support if persists

Slow Generation

Problem: Generation taking too long

Solutions:

Check system status
High demand periods = slower
Try different time
Reduce complexity
Check connection
Use faster models

Poor Quality Results

Problem: Results not meeting expectations

Solutions:

Improve prompt detail
Adjust quality settings
Try different model
Use reference images
Check examples
Increase resolution
Follow best practices

Generation Interrupted

Problem: Generation stops mid-process

Solutions:

Don't close tab during generation
Stable internet required
Check credit balance
Check status page
Retry generation
Contact support if recurring

Upload Issues

Can't Upload Files

Problem: File upload fails

Solutions:

Check file size limit (varies by type)
Verify file format supported
Stable internet required
Try smaller file
Try different format
Clear browser cache
Try different browser

Upload Stuck

Problem: Upload progress bar stuck

Solutions:

Wait a few minutes (large files)
Cancel and retry
Check internet connection
Reduce file size
Try different browser
Contact support

Unsupported Format

Problem: Format not accepted

Supported Formats:

Images: JPG, PNG, WebP, GIF
Videos: MP4, MOV, WebM
Audio: MP3, WAV, M4A
Documents: PDF, DOCX, TXT

Solutions:

Convert to supported format
Check file isn't corrupted
Verify file extension

Browser & Performance Issues

Slow Interface

Problem: Interface responding slowly

Solutions:

Close unused tabs
Clear browser cache
Disable extensions
Restart browser
Check computer resources
Try different browser
Check internet speed

Page Won't Load

Problem: Page stuck loading

Solutions:

Refresh page
Clear cache
Check internet
Try incognito mode
Disable extensions
Try different browser
Check status page

Features Not Working

Problem: Buttons or features unresponsive

Solutions:

Refresh page
Clear cache
Update browser
Disable extensions
Check JavaScript enabled
Try different browser
Contact support

Mobile Issues

Problem: Problems on mobile device

Solutions:

Use supported mobile browser
Update browser app
Clear mobile cache
Check mobile connection
Try desktop version
Some features desktop-only
Contact support

Media Library Issues

Media Not Showing

Problem: Generated media not appearing

Solutions:

Refresh Media Library
Check filters
Check project filter
Generation may still be processing
Clear cache
Check internet connection
Contact support if missing

Can't Download Media

Problem: Download fails

Solutions:

Check storage space
Verify permissions
Try different browser
Check download location
Disable popup blockers
Contact support

Media Quality Issues

Problem: Downloaded media low quality

Solutions:

Check export settings
Use original quality option
Re-generate at higher quality
Check settings before generation
Different format if needed

Project & Session Issues

Project Won't Open

Problem: Can't access project

Solutions:

Refresh page
Check permissions
Verify project exists
Check shared access
Clear cache
Contact support

Session Lost

Problem: Work session lost

Solutions:

Check Recent Sessions
Check Media Library
Auto-save enabled
Check project history
Check trash/archive
Contact support for recovery

Problem: Sharing fails

Solutions:

Check permissions
Verify email address
Check sharing settings
Try different method
Clear cache
Contact support

Billing & Subscription Issues

Payment Failed

Problem: Payment not processing

Solutions:

Verify card details
Check card balance
Check billing address
Try different payment method
Contact bank
Contact support

Credits Not Applied

Problem: Purchased credits not showing

Solutions:

Refresh page
Wait a few minutes
Check transaction email
Verify payment successful
Check billing history
Contact support

Can't Cancel Subscription

Problem: Unable to cancel

Solutions:

Go to Subscription settings
Follow cancellation process
Check cancellation takes effect next cycle
Contact support if needed

Tool-Specific Issues

Training Lab Issues

Problem: Model training fails

Solutions:

Check training images quality
Verify image count (5-20)
Consistent subject required
Clear subject in images
Wait for training completion
Contact support

Lipsync Issues

Problem: Lip sync not matching audio

Solutions:

Use clear audio
Front-facing image required
Good lighting on face
Try different audio
Check audio quality
Contact support

Canvas Issues

Problem: Canvas tools not working

Solutions:

Check browser compatibility
Clear cache
Disable extensions
Try different browser
Check internet
Contact support

Flow Builder Issues

Problem: Flow not executing

Solutions:

Check all connections
Verify node settings
Test each node individually
Check for errors
Review flow logic
Contact support

Error Messages

Common Errors

"Insufficient Credits"

Purchase credits
Upgrade plan
Check credit balance
Wait for monthly renewal

"Generation Failed"

Retry generation
Try simpler prompt
Check file uploads
Contact support

"Session Expired"

Log in again
Clear cache
Check connection
Verify account active

"Invalid File"

Check file format
Verify file size
Check not corrupted
Convert format

"Permission Denied"

Check account permissions
Verify project access
Contact project owner
Check subscription status

"Rate Limit Exceeded"

Wait a few minutes
Reduce request frequency
Upgrade plan if needed
Contact support

Browser-Specific Issues

Chrome

Clear cache: Settings > Privacy > Clear browsing data
Disable extensions: Settings > Extensions
Update: Settings > About Chrome

Firefox

Clear cache: Options > Privacy > Clear Data
Disable add-ons: Add-ons Manager
Update: Menu > Help > About Firefox

Safari

Clear cache: Preferences > Privacy > Manage Website Data
Disable extensions: Preferences > Extensions
Update: System Preferences > Software Update

Edge

Clear cache: Settings > Privacy > Choose what to clear
Disable extensions: Extensions menu
Update: Settings > About Microsoft Edge

Still Need Help?

Contact Support

When to Contact:

Issue persists after troubleshooting
Error messages not listed
Account-specific problems
Billing issues
Data recovery needed

How to Contact:

Email: [email protected]
Include detailed description
Attach screenshots
List steps attempted
Include error messages
Provide account email

What to Include:

Detailed problem description
Steps to reproduce
Screenshots or videos
Browser and version
Operating system
Account email
Date/time of issue
Error messages

Community Help

Ask in Discord
Search forums
User community
Shared solutions
Peer support

Preventive Tips

Avoid Issues:

Keep browser updated
Stable internet connection
Regular cache clearing
Save work frequently
Monitor credit usage
Use supported formats
Follow best practices
Read documentation

Best Practices:

Test before large projects
Backup important work
Use recommended browsers
Monitor system status
Report issues early
Provide detailed feedback
Keep software updated
Follow guidelines

Troubleshooting

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