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Refine documentation and support experience

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rosetta
2026-07-31 04:32:34 -07:00
parent 179e2e65c6
commit 33d4574583
18 changed files with 924 additions and 1296 deletions
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known-issues.json Normal file
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[
{
"id": "lost-recovery-phrase",
"title": "Lost recovery phrase",
"summary": "The recovery phrase cannot be restored by Rosetta.",
"solution": "Rosetta does not keep a copy of your recovery phrase or private key. If another device is still signed in, secure any data you need and create a new account before access is lost. Never send a recovery phrase to support.",
"keywords": ["lost", "recovery", "phrase", "seed", "restore", "account", "login"]
},
{
"id": "new-device-confirmation",
"title": "New device requires confirmation",
"summary": "A restored account may require approval before the new device is trusted.",
"solution": "Keep the existing Rosetta device online and approve the new device when prompted. Check that the recovery phrase was entered in the original order. If no trusted device remains available, contact support with the client version and operating system, but never include private keys.",
"keywords": ["new device", "confirmation", "approve", "trusted", "restore", "handshake", "login"]
},
{
"id": "attachment-stuck",
"title": "Attachment remains in sending state",
"summary": "Large media can remain pending when the upload or connection is interrupted.",
"solution": "Keep Rosetta open and connected until the transfer finishes. Confirm that the file is still available locally, retry the message, and verify that the current client version is installed. Include the attachment type and approximate size when contacting support.",
"keywords": ["attachment", "file", "photo", "video", "upload", "sending", "stuck", "pending", "media"]
},
{
"id": "missing-media-permission",
"title": "Photos, files, or microphone are unavailable",
"summary": "The operating system may have denied a required permission.",
"solution": "Open the operating-system privacy settings for Rosetta and enable access to Photos, Files, or Microphone as needed. Restart Rosetta after changing permissions and select the attachment again.",
"keywords": ["permission", "microphone", "photo", "camera", "file", "voice", "denied", "unavailable"]
},
{
"id": "message-not-delivered",
"title": "Message is not delivered",
"summary": "Delivery can be delayed by connectivity, client state, or an unavailable recipient.",
"solution": "Check the network connection and confirm that Rosetta reports a connected state. Leave the application open briefly and retry once. If the problem continues, provide support with the sender platform, recipient platform, approximate time, and client version. Do not include message content or encryption material.",
"keywords": ["message", "deliver", "delivered", "waiting", "error", "offline", "connection", "send"]
},
{
"id": "security-report",
"title": "Report abuse or a security issue",
"summary": "Security reports should contain reproducible technical details without secrets.",
"solution": "Email support@rosetta.im with the affected platform, client version, expected behavior, actual behavior, and reproduction steps. Never include a recovery phrase, private key, decrypted private messages, or another person's personal information.",
"keywords": ["security", "abuse", "report", "vulnerability", "privacy", "spam", "scam"]
}
]