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Troubleshooting

 

What This Guide Covers

This guide helps you solve common problems you might encounter while running your ComusThumbz site. Each problem is explained in plain language with step-by-step solutions that anyone can follow - no technical expertise required.

If you're experiencing an issue with your site, start with the Quick Checklist below, then jump to the section that matches your problem.

Quick Checklist

When something isn't working, check these items first (in order):

  1. Refresh the page - Sometimes a simple refresh solves display issues
  2. Clear your browser cache - Old files can cause strange behavior
  3. Check if the feature is enabled - Go to Admin Panel > Template Management > Feature Toggles and verify the feature is turned on
  4. Try a different browser - This helps identify browser-specific issues
  5. Check your internet connection - Many features require a working connection
  6. Contact your hosting support - If nothing else works, your host can check server-level issues

Table of Contents

Videos Not Appearing on the Site

What you see: You uploaded a video but it doesn't show up on your site's video pages.

How to fix it:

  1. Go to Admin Panel > Videos > Video Management.
  2. Find your video in the list.
  3. Check its status:
  • Processing - The video is still being converted. Large videos can take 10-30 minutes. Check back later.
  • Pending - The video is waiting to be processed. See Videos Stuck Processing Forever below.
  • Error - Something went wrong. Contact support with the video ID.
  • Active - The video should be visible. Check if it's set to Private or if you're filtering by category.
  1. If the status is Active but you still can't see it:
  • Make sure the video isn't set to Private (only you can see it)
  • Check that it's not scheduled for future release
  • Verify you're looking in the right category
Tip: Large video files (over 500 MB) can take 15-30 minutes to process. Be patient and check back later.

Videos Stuck Processing Forever

What you see: You uploaded a video hours ago, and it still shows "Processing" or "Pending" status.

How to fix it:

  1. Wait at least 30 minutes for large files (over 1 GB). Processing takes time.
  1. If it's been more than an hour, contact your hosting support and ask them to check if the video processing system is running properly.
  1. As a temporary workaround, try uploading the video again as a new upload.
Warning: Do not upload the same video multiple times in rapid succession. This can create duplicate entries and slow down processing further.
Note: Video processing happens automatically in the background. Your hosting provider needs to ensure the automation system is configured correctly.

Video Player Won't Load

What you see: You click on a video, but the player area stays black or shows a spinning loading icon forever.

How to fix it:

  1. Check your internet connection - Try loading another website to verify you're connected.
  1. Try a different browser - If the video works in another browser, clear your cache in the original browser:
  • Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
  • Select "Cached images and files"
  • Click Clear data
  1. Check if you have permission to view the video:
  • Some videos are for members only
  • Some videos require a premium subscription
  • Make sure you're logged in if required
  1. Check your browser settings:
  • Disable browser extensions that block videos (like ad blockers)
  • Enable JavaScript (the player needs it to work)
  1. Try viewing on a mobile device - If it works there, the issue is with your computer's browser settings.
Tip: If you're using a corporate or school network, video streaming might be blocked by their firewall. Try from a different network.

Cam Performers Page is Empty

What you see: You visit the live cams page, but no performers appear. The page is blank or shows "No performers online."

How to fix it:

  1. Check if the feature is enabled:
  • Go to Admin Panel > Template Management > Feature Toggles
  • Find Live Cams in the list
  • Make sure the toggle is switched ON
  1. Wait a few minutes and refresh - Performer data updates automatically every 5 minutes. You might have visited between updates.
  1. Contact support - If the page stays empty for more than 15 minutes, your hosting provider needs to configure the cam performer synchronization system.
Note: Live cam data comes from external sources and updates automatically. If you just enabled this feature for the first time, it may take up to 10 minutes for performers to appear.

All Cam Performers Show Offline

What you see: The cam performers page loads, but every performer shows as offline (gray status).

How to fix it:

  1. Refresh the page - Status updates every few minutes.
  1. Check back in 10 minutes - The data might be updating in the background.
  1. Contact support - If everyone stays offline for more than 30 minutes, your hosting provider needs to check the status update system.
Tip: Cam performer status updates automatically every 5 minutes. You don't need to do anything to keep the data fresh.

Pages Load Very Slowly

What you see: Pages take 10+ seconds to load, or they time out completely.

Common causes and solutions:

For All Pages

  1. Check your internet speed:
  • Visit speedtest.net to test your connection
  • Slow speeds below 5 Mbps can make pages load slowly
  1. Clear your browser cache:
  • Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
  • Select "Cached images and files"
  • Click Clear data
  1. Disable browser extensions:
  • Ad blockers and privacy extensions can slow down page loading
  • Try disabling them temporarily to test

For the Cam Performers Page Specifically

The cam performers page can be slow if you're showing many performers at once:

  1. Reduce the number of performers per page in the page controls (try showing 24 instead of 48)
  2. Wait for the page to fully load before scrolling
  3. Consider viewing one category at a time instead of "All Performers"
Tip: If your entire site loads slowly, contact your hosting provider. They can check if your server needs more resources or optimization.

Can't Log In

What you see: You enter your username and password, but you're sent back to the login page or see an error message.

How to fix it:

  1. Check your credentials:
  • Make sure Caps Lock is OFF
  • Verify you're using the correct username (not your email address, unless that's your username)
  • Try copying and pasting your password to avoid typos
  1. Reset your password:
  • Click the Forgot Password link
  • Check your email for the reset link
  • Check your spam folder if you don't see the email
  1. Check your account status:
  • Your account might be suspended or pending email verification
  • Check your email for a verification link if you just registered
  • Contact support if you think your account was suspended by mistake
  1. Try a different browser:
  • Some browser privacy settings can interfere with logins
  • Try incognito/private mode to test
Warning: After 5 failed login attempts, your account may be temporarily locked for security. Wait 15 minutes before trying again.

Features Missing or Disabled

What you see: A page or feature you need is missing from the menu, or clicking it shows "This feature is disabled."

How to fix it:

  1. Enable the feature:
  • Go to Admin Panel > Template Management > Feature Toggles
  • Find the feature you need in the list
  • Click the toggle to turn it ON
  • The feature should appear immediately
  1. Refresh your browser:
  • After enabling a feature, refresh the page (press F5)
  • Clear your browser cache if it still doesn't appear
  1. Check your user permissions:
  • Some features are only available to certain user levels
  • Premium features require a paid subscription
  • Admin features require admin account access
Tip: Features are disabled by default for security and performance. Only enable the features you actually need for your site.

Text Shows as Strange Codes

What you see: Instead of normal text, you see codes like videos.title or home.welcome_message.

How to fix it:

  1. Check language files exist:
  • These codes mean your language files are missing or damaged
  • Contact support - they need to restore the language files
  1. Try switching languages:
  • If your site supports multiple languages, try switching to another one
  • If that language works, the issue is specific to the first language
  1. Clear your browser cache:
  • Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
  • Select "Cached images and files"
  • Click Clear data
Warning: Do not try to fix language files yourself unless you're comfortable editing code. Incorrect changes can break your site.

Page Shows Completely Blank

What you see: You visit a page and see nothing but a white screen. No error message, no content.

How to fix it:

  1. Refresh the page - Press F5 or click the refresh button.
  1. Check if other pages work:
  • Try the homepage
  • If the homepage works but one specific page doesn't, note which page it is
  1. Check browser console (for slightly technical users):
  • Press F12 to open developer tools
  • Click the Console tab
  • Look for red error messages
  • Take a screenshot of any errors to send to support
  1. Try incognito/private mode:
  • Open an incognito window
  • Visit the same page
  • If it works in incognito, clear your browser cache and cookies
  1. Contact support with this information:
  • Which page shows blank
  • Which browser you're using
  • Whether incognito mode works
  • Screenshot of any console errors
Tip: A blank page usually means a server configuration issue. Your hosting provider can check the error logs to identify the problem.

Styles and Colors Look Wrong

What you see: The site looks broken - text overlaps, buttons are in the wrong place, colors are missing, or layout is jumbled.

How to fix it:

  1. Clear your browser cache:
  • Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
  • Select "Cached images and files"
  • Click Clear data
  • Refresh the page
  1. Check if styles are loading:
  • Press F12 to open developer tools
  • Click the Network tab
  • Refresh the page
  • Look for style.css in the list
  • If it shows as red or 404, contact support
  1. Try a different browser:
  • If it looks correct in another browser, the issue is browser-specific
  • Update your current browser to the latest version
  1. Disable browser extensions:
  • Ad blockers and theme extensions can break site styles
  • Disable them temporarily to test
Note: If you recently customized your site's appearance using the Style Manager, try reverting those changes to see if they caused the issue.

Dark Mode Not Working

What you see: You click the dark mode toggle, but nothing happens, or the page stays light.

How to fix it:

  1. Check if the feature is enabled:
  • Go to Admin Panel > Template Management > Feature Toggles
  • Find Dark Mode in the list
  • Make sure the toggle is switched ON
  1. Clear your browser cache and storage:
  • Press F12 to open developer tools
  • Click the Application tab (Chrome) or Storage tab (Firefox)
  • Find Local Storage in the sidebar
  • Delete any entries related to dark mode
  • Close developer tools and refresh the page
  1. Try the toggle again:
  • Click the dark mode button
  • Wait 2-3 seconds for the transition
  • Refresh the page if needed
Tip: Dark mode preference is saved in your browser. If you clear all your browser data, you'll need to re-enable dark mode.

Creator Earnings Show Zero

What you see: As a creator, your earnings dashboard shows $0 or doesn't show recent tips and subscriptions.

How to fix it:

  1. Wait 5 minutes and refresh - Earnings update automatically but not instantly.
  1. Check if you received any payments:
  • Go to your Transaction History
  • Verify tips or subscriptions actually came through
  • If transactions show but earnings don't, continue to step 3
  1. Contact support - Your hosting provider needs to check if the earnings calculation system is running properly.
Note: Earnings are calculated automatically every minute. You should see updates within 5 minutes of receiving a payment.

Tips Not Going Through

What you see: You try to send a tip to a creator, but you see an error message or the tip doesn't appear in your transaction history.

Common issues and solutions:

"Insufficient Balance"

You don't have enough tokens to send the tip.

  1. Check your token balance in the top menu
  2. Purchase more tokens from Your Account > Buy Tokens
  3. Wait for the purchase to complete, then try the tip again

"Creator Not Found" or "Invalid Creator"

The creator's account might have an issue.

  1. Go back to the creator's profile
  2. Refresh the page
  3. Try the tip again
  4. If it still fails, the creator may have disabled tips

Tip Seems to Go Through But Doesn't Appear

  1. Refresh the page and check your transaction history
  2. Check your token balance - if it decreased, the tip went through
  3. Wait 5 minutes for the creator's earnings to update
Tip: Always verify your token balance before sending large tips. Purchases can take a few minutes to process.

Creator Posts Not Showing

What you see: You visit a creator's page, but their wall is empty or posts are missing.

How to fix it:

  1. Check if the feature is enabled:
  • Go to Admin Panel > Template Management > Feature Toggles
  • Find Creator Posts in the list
  • Make sure the toggle is switched ON
  1. Check if posts exist:
  • The creator might not have posted anything yet
  • Look for a "No posts yet" message
  1. Check post visibility:
  • Some posts are for subscribers only
  • Some posts require payment to unlock (Pay-Per-View)
  • Subscribe to the creator or purchase access to see restricted posts
  1. Refresh the page:
  • Press F5 or click the refresh button
  • Clear your browser cache if posts still don't load

Live Stream Won't Connect

What you see: As a creator, you click "Start Streaming" but the video never starts. As a viewer, you see a loading spinner that never completes.

For Creators:

  1. Check your camera and microphone:
  • Your browser will ask for permission to use them
  • Click Allow when prompted
  • If you clicked Block by mistake, refresh the page to be asked again
  1. Check your internet connection:
  • Live streaming requires a fast, stable connection
  • Minimum: 5 Mbps upload speed
  • Test your speed at speedtest.net
  1. Try a different browser:
  • Chrome and Firefox work best for streaming
  • Update your browser to the latest version
  1. Restart your stream:
  • Click Stop Streaming
  • Wait 10 seconds
  • Click Start Streaming again

For Viewers:

  1. Refresh the page - Press F5
  1. Check if the stream is actually live:
  • The creator might have ended the stream
  • Check if it shows "Live" or "Offline"
  1. Check your internet connection:
  • Minimum: 3 Mbps download speed
  • Test your speed at speedtest.net
Tip: If you're on a corporate or school network, live streaming might be blocked. Try from a different network like your home internet or mobile data.

Chat Messages Not Appearing

What you see: During a live stream, you type chat messages but they don't appear, or you can't see other people's messages.

How to fix it:

  1. Check if you're logged in - You must be logged in to chat.
  1. Refresh the page - Press F5 to reload the stream and chat.
  1. Check if chat is enabled - The creator can disable chat for their streams.
  1. Check if you're blocked - The creator or moderators can block users from chat.
  1. Try sending a message again:
  • Make sure you pressed Enter or clicked Send
  • Messages won't send if they're empty or too long (500 character limit)
Warning: Offensive or spam messages can result in being blocked from chat. Follow the community guidelines.

Search Not Finding Content

What you see: You search for videos, creators, or other content, but the search returns no results or wrong results.

How to fix it:

  1. Check your spelling - Make sure the search term is spelled correctly.
  1. Try different keywords:
  • Use simpler search terms (one or two words)
  • Try synonyms (different words with similar meanings)
  • Remove special characters and punctuation
  1. Use filters:
  • Select specific categories to narrow your search
  • Filter by date, rating, or popularity
  • Clear filters if they're too restrictive
  1. Check if content exists:
  • Your site might not have content matching your search
  • Browse by category to see what's available
Tip: Search works best with simple, common words. Instead of searching "amazing high quality videos," try just "high quality."

Social Media Shares Look Wrong

What you see: When you share a video or page on Facebook, Twitter, or other social media, the preview shows the wrong image, title, or description.

How to fix it:

  1. Wait 24 hours - Social media sites cache (store) preview data. After fixing the content, it can take a day to update.
  1. Clear social media cache:

For Facebook:

 

For Twitter:

 

  1. Verify the page has proper content:
  • Make sure the video or page has a title
  • Make sure it has a description
  • Make sure it has a thumbnail image
  1. Contact support - If shares still look wrong after 24 hours, your hosting provider needs to check the site configuration.
Note: Social media previews are generated automatically from your page content. The preview won't update until social media sites re-scan your page.

Getting Help

If you've tried the solutions above and still have problems:

  1. Contact Support:
  • Go to Admin Panel > Support or your hosting provider's support page
  • Provide this information:
  • What you were trying to do
  • What happened instead
  • Which browser you're using
  • Any error messages you saw
  • Screenshots of the problem
  1. Check the Admin Documentation:
  • Go to Admin Panel > Documentation
  • Look for guides related to your issue
  1. Contact Your Hosting Provider:
  • Many issues require server-level fixes
  • Your host can check server logs and configurations
  • They can verify all systems are running properly
Tip: When contacting support, always include screenshots of the issue. This helps support staff understand and solve the problem faster.
Page When to Use It
Feature Toggles Enable or disable features on your site
Video Management Check video status and manage uploads
User Management Check account status and permissions
System Settings Configure global site settings
Support Contact technical support for help

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