FAQ
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      3. FAQ

      Data is not saved

      Missing data on your board? Learn how to start troubleshooting and which information our support will need.

      Problem

      • Objects created by participant X are not visible to other participants
      • After a browser refresh, the objects are no longer visible to the creator
      • Objects are first visible and then disappear after a certain time

      Checklist

      1. Please log the date and approximate time of the incident and describe how the problem occurred.
        1. Environment: WEB/ CH/ DE
        2. Date and time
        3. Board ID: you will find the ID as the last number in the URL of the board. E.G.: https://web.collaboard.app/collaboard/199726
        4. Course of events
          1. Type of participants: guests, registered users
          2. Which participants were affected?
          3. Which object types did you use? (maps, tables, images, etc.)
          4. What happened?
      2. Can you trace the course of events in the activity logbook?
        1. Yes: the logbook records all actions that have been saved in our database. If your actions are listed here, then the data was deleted manually by a user. Please use the Restore function to retrieve deleted objects. If you have not activated the logbook or are unable to restore the objects for any other reason, please let us know.
        2. No: please continue with 3.
      3. Have any error messages occurred?
        1. Yes: please state the error message and continue with 4.
        2. No: continue with 4.
      4. Can you reproduce the problem?
        1. Yes: good! Please create a HAR file of the reproduction and send it to us.
        2. No: continue with 5.
      5. Did you notice that the connection time to the board was longer than usual? Did the board take longer than usual to load? Did the board start reloading during a session/ were you shown a loading wheel?
        1. Yes: There was probably at least a temporary interruption in the connection to our server at the time you mentioned.
          This means that the actions performed after the connection was lost were not saved.
        2. No: please let us know.

      Please send us all the necessary information so that we can process your request quickly.