# Troubleshooting

> Common issues with login, encryption, connectivity, and clients

Common issues with login, encryption, connectivity, and clients


## Login & registration

### “Invalid username or password”

- Check password case sensitivity.
- Try the **full Matrix ID** (`@name:plauder.party`) instead of the short username only.
- Ensure homeserver is **plauder.party** - not another Matrix server.

### Confirmation email never arrives

- Check spam/junk folders.
- Wait a few minutes and request again.
- Wrong email at registration? Contact support - fixes are often manual only.

### Registration disabled

Registration may be closed temporarily (capacity, abuse). Check announcements on the [home page](/en/index.html) or community rooms.

## Encryption (E2EE)

### “Unable to decrypt messages”

Common on a **new device** without key backup:

1. Open an **already signed-in client** where messages still decrypt.
2. Export or sync **encryption keys** (Cinny/Element: Settings → Security / Keys).
3. Import keys on the new device.

Without backup, **old** encrypted messages may stay unreadable on the new device - that is a Matrix security feature, not necessarily a platform bug.

### Verifying devices

Element and Cinny can **verify sessions** (QR code or emoji comparison). That protects against man-in-the-middle attacks between your own devices.

## Connectivity & sync

### Messages arrive late

- Check your internet connection.
- Reload the client or sign out and back in.
- During maintenance: check status on the main site or announcement rooms.

### “Unable to connect to homeserver”

- Verify homeserver URL: **plauder.party** or your documented Matrix URL.
- Firewall/VPN: some networks block unusual ports - try another network.
- Browser extensions (privacy/ad blockers) can break Matrix API calls - test with them disabled.

## Voice & video (LiveKit)

| Symptom | What to do |
| --- | --- |
| No join button | Room may not support LiveKit - ask moderators |
| Black screen in video | Grant camera permission; try another browser |
| High latency | Disable video; use wired network |

Details: [Voice & Video](voice-and-video.html).

## Client-specific

### Cinny shows an empty room list

- Hard refresh (Ctrl+R / Cmd+R).
- Clear cache or try a private window.
- Confirm you are signed in to the Plauder.Party homeserver.

### Element cannot find the server

Enter the custom server URL exactly - with `https://` if required. Wrong URLs are the most common cause.

## Getting more help

1. **Community rooms** - often `#support` or `#help` *(adjust aliases to your setup)*
2. **GitHub issues** - [github.com/plauder-party](https://github.com/plauder-party) for client or documentation bugs
3. **Contact operators** - via channels on the [home page](/en/index.html)

When reporting a problem, include: client + version, browser/OS, approximate time, error message (screenshot helps), and whether it happens in **one room** or **everywhere**.