Troubleshooting and support
Start with the original task, selected workspace, and affected record. Distinguish a failed display from a failed save, a pending review, and an uncertain external action.
Common problems
| Symptom | First checks | Guide |
|---|---|---|
| Sign-in or invitation fails | Correct account email, newest valid link, verification, session. | Getting started. |
| Missing page or permission denied | Account, site/environment, grants/groups, expiry, feature availability. | Permissions. |
| Missing orders or resources | Scope, filters, assignment, lifecycle, search with exact ID. | Orders. |
| Save or publish rejected | Field errors, stale draft/version, dependencies, publish permission. | Studio publishing. |
| App input gives no result | Published version, bound data, submit feedback, permissions, downstream runs. | Running Apps. |
| Konnie stalls or action is pending | Provider availability, connection, approval/action history, actual job state. | Konnie chat. |
| Report or label missing | Generation/job state, source context, printer/connector, physical outcome. | Reports, Printing. |
| Connected action uncertain | Original invocation/receipt and target system; reconcile before retry. | Integrations. |
| Machine progress missing | Local acceptance vs cloud result, IDs, assignment, buffer. | Edge troubleshooting. |
Before refreshing a failed edit, preserve the intended values locally if appropriate. If a save may already have succeeded, read the record first. Avoid repeating submissions, production reports, emails, bookings, or printing because the screen timed out.
Create a support request
Use Create support request in the navigation or page, or open Support requests when that overview is enabled for your account. Describe expected behavior, actual behavior, and the smallest reproducible steps. The request records page location, capture time, browser information, and viewport context.
You can attach up to five images/videos through the request dialog. Review each attachment before submitting. Crop or redact credentials, personal information, unrelated records, and customer-sensitive data. Do not attach browser storage, raw state files, access tokens, or passwords.
Check the result. Accepted and still processing is not yet a request visible in the overview. Use the dialog's offered recovery rather than creating repeated requests. When a request ID is available, keep it and follow its authorized detail view.
Evidence to include
- Organization/site/environment and affected record ID or order number.
- Time with timezone, screen/module, and failing step.
- Expected and actual result, exact safe error text, recurrence.
- Whether the record changed, review is pending, or external outcome is unknown.
- A minimal screenshot or short recording and related run/event/receipt IDs.
See Audit logs to trace a task. Send network logs only when support requests them and after removing authentication and unrelated payloads.
Escalation and security
Contact your organization's administrator or implementation contact when access, connections, or deployment settings are involved. Response times and service targets come from your agreement; this guide does not assign an SLA. If the app is unavailable, use the offline contact procedure in Customer operations. For a security incident, follow the organization's incident procedure and the contact in the Security overview.