Web Platform Troubleshooting

This comprehensive guide helps you resolve common issues when using Carteja on web browsers.

Browser Compatibility and Setup Issues

Symptoms

• Pages appear broken or missing elements
• Text overlapping or misaligned
• Images not loading
• Buttons not responding
• Inconsistent styling across pages

Detailed Solutions

1. Browser Version Check and Update

1. Check Your Current Browser Version

   • Chrome: Click menu (⋮) > Help > About Google Chrome
   • Firefox: Click menu (☰) > Help > About Firefox
   • Edge: Click menu (…) > Help and feedback > About Microsoft Edge
   • Safari: Safari menu > About Safari

2. Required Minimum Versions

   • Chrome: Version 90 or later
   • Firefox: Version 88 or later
   • Edge: Version 90 or later
   • Safari: Version 14 or later

3. Update if Necessary

   • Most browsers auto-update, but manually check if issues persist
   • Restart browser after updating

2. Comprehensive Cache and Data Clearing

Chrome:
1. Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
2. Select "All time" from dropdown
3. Check: Browsing history, Cookies and other site data, Cached images and files
4. Click "Clear data"

Firefox:

1. Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
2. Select "Everything" from time range
3. Check: Browsing & Download History, Cookies, Cache
4. Click "Clear Now"

Safari:

1. Safari menu > Preferences > Privacy
2. Click "Manage Website Data"
3. Select Carteja.com and click "Remove"
4. Or click "Remove All" for complete clear

3. Browser Extension Conflicts

1. Test in Incognito/Private Mode

   • Chrome: Ctrl+Shift+N
   • Firefox: Ctrl+Shift+P
   • Edge: Ctrl+Shift+N
   • Safari: File > New Private Window

2. If Site Works in Private Mode:

   • Extensions are likely causing the issue
   • Disable extensions one by one to identify the culprit

3. Common Problematic Extensions:

   • Ad blockers (uBlock Origin, AdBlock Plus)
   • Privacy tools (Ghostery, Privacy Badger)
   • VPN extensions
   • Script blockers (NoScript)

4. Advanced Browser Settings

Advanced Users Only

These settings should only be modified if you’re comfortable with browser configuration.

• Enable JavaScript (required for Carteja functionality)
• Allow cookies from Carteja.com
• Disable strict tracking protection for Carteja.com
• Clear DNS cache (Chrome: chrome://net-internals/#dns)

Login and Authentication Issues

Detailed Login Troubleshooting

Password-Related Issues

1. Verify Email Address

   • Check for typos in email address
   • Ensure no extra spaces before or after
   • Verify you’re using the correct email (work vs personal)

2. Password Input Verification

   • Check if Caps Lock is enabled
   • Try typing password in notepad first to verify
   • Look for special characters that might be input incorrectly

3. Browser Auto-fill Issues

   • Clear saved passwords for Carteja
   • Manually type credentials instead of using auto-fill
   • Check if browser saved incorrect information

Account Status Issues

• Unverified Account: Check if email verification was completed
• Suspended Account: Contact support if you suspect account issues
• Multiple Accounts: Ensure you’re using the correct email address

OTP and Email Verification Issues

OTP Not Received During Registration

1. Check All Email Folders

   • Primary inbox
   • Spam/Junk folder
   • Promotions tab (Gmail)
   • Updates tab (Gmail)
   • Social tab (Gmail)

2. Email Provider Specific Issues

   • Corporate emails: May have strict spam filters
   • Free providers: Yahoo, Hotmail sometimes delay emails
   • Recommended: Use Gmail for most reliable delivery

3. Timing and Retry Process

   • Wait 5-10 minutes before requesting new OTP
   • Don’t request multiple OTPs quickly (may trigger spam filters)
   • Try requesting OTP during different times of day

Email Verification Link Issues

• Expired links: Verification links typically expire after 24 hours
• Multiple clicks: Don’t click verification link multiple times
• Browser issues: Try opening link in different browser
• Mobile vs Desktop: Try opening on different device

Performance and Loading Issues

Network-Related Performance Issues

Internet Connection Optimization

1. Connection Speed Test

   • Test your internet speed using speedtest.net
   • Minimum recommended: 5 Mbps download
   • If speed is low, contact your ISP

2. Network Switching

   • Switch from WiFi to mobile hotspot (or vice versa)
   • Try different WiFi networks if available
   • Restart your router/modem

3. DNS Issues

   • Try using Google DNS (8.8.8.8, 8.8.4.4)
   • Or Cloudflare DNS (1.1.1.1, 1.0.0.1)
   • Flush DNS cache on your computer

Browser Performance Optimization

Memory Usage Check:
- Chrome: Type chrome://settings/system
- Check "Use hardware acceleration when available"
- Limit number of open tabs (close unused tabs)

Storage Space:

- Ensure at least 1GB free space on your device
- Clear downloads folder if full
- Empty trash/recycle bin

System Resource Management

• Close unnecessary applications running in background
• Check CPU usage in Task Manager (Windows) or Activity Monitor (Mac)
• Restart browser completely (not just refresh)
• Restart computer if issues persist

Server-Side Performance Issues

Server Status

Sometimes slow loading is due to high server traffic. Try these approaches:

• Peak hours: Avoid 12-2 PM and 6-8 PM if possible
• Retry after 10-15 minutes during high traffic
• Check social media for service announcements
• Use mobile app as alternative during web maintenance

Shopping and Checkout Issues

Items Not Adding to Cart

Cookie and Storage Issues

1. Enable Cookies

   • Chrome: Settings > Privacy and security > Cookies
   • Firefox: Settings > Privacy & Security > Cookies
   • Ensure “Allow all cookies” or whitelist Carteja.com

2. Local Storage Check

   • Clear local storage specifically for Carteja
   • Chrome: F12 > Application > Local Storage > Delete
   • Firefox: F12 > Storage > Local Storage > Clear

3. Session Storage Issues

   • May need to start fresh browsing session
   • Close all Carteja tabs and reopen
   • Clear session storage in developer tools

Browser-Specific Cart Issues

• Safari: May have stricter privacy settings affecting cart
• Firefox: Enhanced Tracking Protection might interfere
• Edge: SmartScreen filter might block cart functionality

Cart Items Disappearing

• Session timeout: Cart may clear after 30 minutes of inactivity
• Multiple devices: Cart doesn’t sync between devices if not logged in
• Browser switching: Items added in one browser won’t appear in another

Form Validation and Input Issues

Address Input Problems

Common Address Format Issues:
❌ Wrong: "123 Main St Apt 4B Manila Philippines"
✅ Correct:
 Street: 123 Main Street
 Unit: Apartment 4B
 City: Manila
 Province: Metro Manila
 Postal Code: 1000
 Country: Philippines

Payment Method Selection

1. Cash on Delivery Verification

   • Ensure your area is covered for COD
   • Check if minimum order amount is met
   • Verify delivery address is within service area

2. Payment Form Issues

   • Clear all payment fields and re-enter
   • Don’t use browser auto-fill for payment
   • Ensure no special characters in name fields

3. Session Timeout During Payment

   • Don’t leave checkout page idle too long
   • Complete payment process within 10 minutes
   • If timeout occurs, restart checkout process

Order Confirmation Issues

• Email not received: Check spam folder for confirmation
• Order number not displayed: Take screenshot of confirmation page
• Payment status unclear: Note timestamp and contact support

Search and Product Discovery Issues

Search Not Returning Results

Query Optimization Techniques

1. Keyword Strategy

   • Use simple, common terms (e.g., “bread” instead of “pandesal”)
   • Try both English and Filipino terms
   • Use brand names if searching for specific products

2. Search Filter Usage

   • Use category filters on left sidebar
   • Combine search with location filters
   • Try “Nearest Shop” for location-based results

3. Alternative Search Methods

   • Browse by category instead of searching
   • Use “Top Products” section for popular items
   • Check individual store pages directly

Product Display Issues

Images Not Loading

• Slow connection: Images take time to load
• Ad blockers: May block product images
• Browser settings: Check if image loading is disabled
• CDN issues: Try refreshing page after few minutes

Product Information Missing

• Store inventory: Some stores may not have complete product data
• Price updates: Prices may not be real-time
• Stock status: May not reflect current availability

Store and Location Issues

Location Services

Enable location services in your browser for more accurate “Nearest Shop” results.

• Inaccurate distances: Browser location may not be precise
• Missing stores: New stores may not appear immediately
• Store status: Some stores may be temporarily closed

Advanced Troubleshooting

Using Browser Developer Tools

1. Open Developer Tools

   • Press F12 or right-click and select “Inspect”
   • Go to Console tab to check for errors

2. Common Error Messages to Look For

   • JavaScript errors (red text in console)
   • Network errors (failed requests)
   • CORS errors (cross-origin issues)

3. Network Tab Analysis

   • Check if API calls are failing
   • Look for 404, 500, or timeout errors
   • Verify if resources are loading properly

Browser Reset and Reinstallation

Data Loss Warning

These steps will remove all browser data including bookmarks, passwords, and extensions.

Chrome Reset Process

1. Type chrome://settings/reset in address bar
2. Click "Restore settings to their original defaults"
3. Click "Reset settings"
4. Restart browser and test Carteja

Firefox Refresh Process

1. Type about:support in address bar
2. Click "Refresh Firefox" button
3. Confirm by clicking "Refresh Firefox" again
4. Browser will restart with fresh profile

Network Configuration Issues

Firewall and Security Software

• Windows Defender: May block certain scripts
• Antivirus software: Can interfere with web functionality
• Corporate firewalls: May block e-commerce features
• VPN interference: Try disabling VPN temporarily

Proxy Settings

• Check if you’re using a proxy server
• Corporate networks often use proxies
• Try direct connection without proxy

When to Contact Support

Contact Support If You Experience:

• Persistent login failures after trying all password reset options
• Payment processing errors that prevent order completion
• Account locked or suspended without clear reason
• Missing orders that should have been placed
• Billing discrepancies or unauthorized charges
• Store communication failures through chat system
• Data loss (missing order history, addresses)
• Technical errors not covered in this guide

Essential Information for Support Tickets:

Technical Details

• Operating System: Windows 10, macOS Big Sur, etc.
• Browser: Chrome 95, Firefox 94, etc.
• Screen Resolution: 1920x1080, 1366x768, etc.
• Internet Provider: Globe, PLDT, Smart, etc.

Problem Description

• Exact error messages (copy/paste or screenshot)
• Steps taken before error occurred
• Time and date of issue
• Frequency: One-time or recurring issue

Account Information

• Email address associated with account
• Last successful login time
• Recent orders or transactions
• Changes made to account recently

Prevention and Maintenance

Regular Maintenance Tasks

Weekly Tasks

• Clear browser cache and cookies
• Update browser to latest version
• Check for operating system updates
• Restart browser completely

Monthly Tasks

• Review and clean browser extensions
• Clear download folders
• Check available storage space
• Update security software

Best Practices

• Bookmark Carteja.com instead of relying on search
• Use strong, unique passwords for your account
• Enable two-factor authentication when available
• Keep browser bookmarks organized for quick access
• Monitor account activity regularly for security

System Optimization for E-commerce

Recommended Browser Settings for Carteja:
✅ JavaScript: Enabled
✅ Cookies: Allow all (or whitelist Carteja.com)
✅ Pop-ups: Allow for Carteja.com
✅ Location: Allow for nearest shop features
✅ Notifications: Allow for order updates
❌ Ad blockers: Disable for Carteja.com
❌ Strict privacy modes: Disable for checkout

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Still Need Help?

If you’ve followed all troubleshooting steps and still experience issues, please contact our support team with the detailed information outlined above. Our technical support staff can provide additional assistance for complex problems.