Troubleshooting
Common issues and solutions for MyStudio users.
Login Issues
Can't Log In
Symptoms: Login fails even with correct credentials.
Solutions:
- Double-check your email and password for typos
- Ensure Caps Lock is off
- Try resetting your password using "Forgot password?"
- Clear browser cache and cookies
- Try a different browser
Password Reset Email Not Received
Symptoms: Requested password reset but no email arrives.
Solutions:
- Check your spam/junk folder
- Verify you're using the correct email address
- Wait 5 minutes and try again
- Add
noreply@mystd.ioto your contacts - Contact support if issues persist
Session Expired
Symptoms: Suddenly logged out or "Session expired" message.
Solutions:
- Log in again - this is normal after inactivity
- Keep the tab active if working on something important
- Check your internet connection
Video Playback Issues
Video Not Loading
Symptoms: Video player shows loading spinner indefinitely.
Solutions:
- Refresh the page
- Check your internet connection
- Try a different browser (Chrome recommended)
- Disable browser extensions that might block video
- Clear browser cache
Video Plays But No Sound
Symptoms: Video plays but audio is silent.
Solutions:
- Check that the video is unmuted (click speaker icon)
- Check your computer's volume settings
- Try a different browser
- Some videos may not have audio
Can't See Video Controls
Symptoms: Play/pause and other controls are missing.
Solutions:
- Move your mouse over the video player
- Click on the video to show controls
- Refresh the page
- Try a different browser
Comment & Review Issues
Can't Add Comments
Symptoms: Comment button doesn't work or comments don't save.
Solutions:
- Make sure you've selected a timestamp by clicking on the video timeline
- Check your internet connection
- Refresh the page
- Ensure you have permission to comment (ask your admin)
Comments Not Appearing
Symptoms: Added a comment but it doesn't show up.
Solutions:
- Refresh the page
- Check if you're viewing the correct video version
- Check if filter settings are hiding your comments
- Try logging out and back in
Can't Approve Video
Symptoms: Approval button is missing or disabled.
Solutions:
- Verify you have approval permissions for this project
- Check if the video is still processing
- Refresh the page
- Contact your project manager
File Upload Issues
Upload Fails
Symptoms: File upload fails or gets stuck at a percentage.
Solutions:
- Check file size limits (varies by subscription tier)
- Check file type is supported
- Ensure stable internet connection
- Try a smaller file to test
- Refresh and try again
Supported File Types
| Category | Formats |
|---|---|
| Documents | PDF, DOC, DOCX, TXT, RTF |
| Images | JPG, PNG, GIF, SVG, WEBP |
| Videos | MP4, MOV, AVI, MKV |
| Audio | MP3, WAV, AAC |
| Archives | ZIP |
Upload Stuck at 100%
Symptoms: Progress bar reaches 100% but never completes.
Solutions:
- Wait a few more minutes - large files take time to process
- Don't close the browser tab
- Check for malware scanning delay (all files are scanned)
- If it takes more than 10 minutes, refresh and try again
Page Loading Issues
Page Won't Load
Symptoms: Blank page, infinite loading, or error message.
Solutions:
- Refresh the page
- Check your internet connection
- Clear browser cache
- Try incognito/private browsing mode
- Check if the service is down (status.mystd.io)
Slow Performance
Symptoms: Pages take a long time to load.
Solutions:
- Check your internet speed
- Close unnecessary browser tabs
- Clear browser cache
- Disable browser extensions
- Try a wired connection instead of WiFi
"Something Went Wrong" Error
Symptoms: Generic error message appears.
Solutions:
- Refresh the page
- Log out and log back in
- Clear browser cache
- Try a different browser
- If persistent, contact support with the error details
Notification Issues
Not Receiving Email Notifications
Symptoms: Expected emails not arriving.
Solutions:
- Check spam/junk folder
- Verify notification settings in Settings > Notifications
- Ensure your email address is correct
- Add
noreply@mystd.ioto your contacts - Check with IT if emails are being blocked
Too Many Notifications
Symptoms: Receiving more emails than expected.
Solutions:
- Go to Settings > Notifications
- Adjust your notification preferences
- Disable notifications for specific activity types
- Enable digest mode for batched notifications
Permission Issues
"Access Denied" Message
Symptoms: Can't access a page or feature.
Solutions:
- Verify you're logged in with the correct account
- Check with your admin about your role permissions
- Some features require specific subscription tiers
- Contact your project manager if access was recently changed
Can't See Projects
Symptoms: Dashboard shows no projects or fewer than expected.
Solutions:
- Check if you're logged into the correct account
- Ask if you've been added to the project
- Check with your company admin about permissions
- Refresh the page
Missing Menu Items
Symptoms: Sidebar is missing expected options.
Solutions:
- Different roles see different menu items - this is by design
- Ask your admin about your assigned role
- Upgrade your subscription for additional features
- Some items appear only when applicable (e.g., "Projects" requires at least one project)
Browser Compatibility
Recommended Browsers
For the best experience, use one of these browsers:
| Browser | Minimum Version |
|---|---|
| Chrome | 90+ (Recommended) |
| Firefox | 88+ |
| Safari | 14+ |
| Edge | 90+ |
Internet Explorer
Internet Explorer is not supported. Please use a modern browser.
Browser Settings to Check
- JavaScript - Must be enabled
- Cookies - Must be enabled for mystd.io
- Pop-ups - Allow pop-ups from mystd.io
- Extensions - Disable ad blockers for mystd.io
Mobile Issues
Site Not Working on Mobile
Symptoms: Layout issues or features not working on phone/tablet.
Solutions:
- Use landscape mode for better experience
- Try requesting desktop site in browser menu
- Ensure your mobile browser is up to date
- For best experience, use desktop/laptop
Getting More Help
Before Contacting Support
Gather this information to help us resolve your issue faster:
- Browser and version - e.g., Chrome 120
- Operating system - e.g., Windows 11, macOS Sonoma
- Screenshots - Capture any error messages
- Steps to reproduce - What were you doing when the issue occurred?
- Time of occurrence - When did the problem start?
Contact Support
If you can't resolve your issue:
- Go to Support in the sidebar
- Click Create Ticket
- Describe your issue in detail
- Attach screenshots if helpful
- Submit and track your ticket
Check the FAQ First
Many common questions are answered in our FAQ.