Last Updated: 2/19/2026
Troubleshooting Guide
General Troubleshooting Process
Step 1: Gather Information
- What is the customer trying to accomplish?
- What error message or issue are they experiencing?
- When did the problem start?
- What steps have they already tried?
- What browser/device/platform are they using?
Step 2: Reproduce the Issue
- Try to replicate the problem
- Document the exact steps
- Note any error messages
- Check if it’s browser or device-specific
Step 3: Check Common Causes
- Recent system changes or updates
- Browser cache and cookies
- Internet connectivity
- Account permissions
- Known outages or incidents
Step 4: Apply Solutions
- Start with the simplest solution first
- Test each solution thoroughly
- Document what works
- Confirm with the customer
Step 5: Escalate if Needed
- If unable to resolve within [X] time
- If issue requires technical team involvement
- If issue affects multiple customers
- Follow escalation procedures
Common Troubleshooting Commands
- Clear cache and cookies
- Try incognito/private browsing mode
- Disable browser extensions
- Check console for errors
- Test on different browser/device
When to Escalate
- Security concerns
- Data loss or corruption
- System-wide issues
- Bugs requiring engineering fixes
- Customer requests for refunds or special handling