Troubleshooting in Cocoon Data – Self help

This page will assist you with troubleshooting common issues you may face with using Cocoon Data.

 

Upload Failed

Symtoms

  • The document name text is red
  • You received notification via the UI that an upload has failed.
  • You received an email from Cocoon Data stating that the upload has failed

Next Steps

  1. Check your internet connection.
  2. Ensure the device you are uploading from is not set to “sleep”.
  3. Connect your device to a hardline ethernet connection if possible (for bulk upload).
  4. Check the permissions of the Cocoon Data folder you are uploading to.
  5. Try uploading the documentation again.

 

Location Error

Symtoms

  • User is unable to view geo-location restricted documents
  • User sees the following Message:

Next Steps

  1. Check your browser settings and make sure Cocoon Data has access to your location. 
  2. If you have blocked Cocoon Data from accessing location information you can resolve the above issue by following the steps below:

For Chrome Users:

  1. Go to settings
  2. On the left handside select “Privacy and Security”
  3. Scroll down about half way to find “Site Settings” and select that.
  1. Select “Location”
  2. You will see sites that you have blocked location requests for. You can remove govcloud.cocoondata1dev.wpengine.com from this list.

For Firefox Users:

  1. Go to Preferences
  2. Select “Privacy and Security”
  3. Scroll down about 75% of the way down the page to find “Location” and click “Settings” button next to it.
  4. You will see a list of sites with location permissions. Find “govcloud.cocoondata1dev.wpengine.com” and change the status from “Block” to “Allow”

 

Set/Reset Password Email Not Received 

Symptoms 

  • After clicking the “First time user or forgot your password?” link on the Cocoon Data login page no email appears in the inbox.

Next Steps

  1. Check the spam/junk folder
  2. Check with your Mail Administrator to see if the email is being held by a filtering rule.
  3. Contact support@cocoondata.com if the problem persists.

 

Two Factor Setup Email Not Received

Symptoms 

  • After 2FA has been enabled on your account no email appears in the inbox.

Next Steps

  1. Check the spam/junk folder
  2. Check with your Mail Administrator to see if the email is being held by a filtering rule.
  3. Contact support@cocoondata.com if the problem persists.