Common Issues

Use this format for all troubleshooting entries:

Symptom -> Cause -> Fix -> Escalation

Cannot sign in

Sign-in fails with an authentication error -> Invalid credentials or expired session -> Re-enter credentials, complete any verification step, and retry once -> Contact support if unresolved after 15 minutes (include timestamp and error text)

Dashboard not loading

Dashboard remains in a loading state -> Session timeout or unstable connectivity -> Refresh once; if needed sign out and sign in again -> Send timestamp and screenshot to support if unresolved

Missing report rows

Report appears incomplete -> Filter range too narrow or wrong machine/time selection -> Expand time range and validate machine selection -> Escalate with the selected filters and an example of the missing data

Missing data in widgets

Widgets show empty data or \"no data\" -> Wrong machine/time/batch selection or missing permissions -> Select a machine and time range (and batch if available); confirm your role has access -> Escalate with machine/time selection and a screenshot

Missing configuration (index)

You see a message like \"Missing status configuration (index)\" or \"Missing error configuration (index)\" -> Status or message texts are not configured for the machine -> Ask an authorized user to configure it in Settings > Machines > Status settings or Settings > Machines > Message causes -> Escalate with the machine name and the index value

Cannot edit dashboards or instructions

You cannot create/edit dashboards, widgets, or instructions -> Missing permission in your assigned role -> Use an existing standard dashboard/instruction and request the required role change -> Escalate with the action you tried and your username

Export fails or file is empty

Export does not start or the file is empty -> Browser blocked downloads or filters/time range are incorrect -> Allow downloads for the site and retry; verify machine and time range; try a smaller time window -> Escalate with browser type, timestamp, and selected filters