troubleshooting

# Troubleshooting Follow these steps when a user reports a platform issue. ## Step 1: Classify the issue Ask the user what they're experiencing, then classify into one of these categories: | Symptom | Category | |---|---| | Can't log in, password reset not working, MFA issues | Authentication | | Data not syncing, stale data, missing updates | Sync | | Slow page loads, timeouts, high latency | Performance | | API errors, webhook failures, integration issues | API & Integrations | ## Step 2: Diagnose Read the appropriate reference for the category: - Authentication issues → [authentication troubleshooting](references/authentication.md) - Sync issues → [sync troubleshooting](references/sync.md) - Performance or API issues → ask the user to share any error messages or codes, and proceed with general guidance. ## Step 3: Respond - Walk the user through the resolution steps from the reference. - If the issue doesn't match any known pattern, recommend the user contact support@acmecloud.example.com with their account ID and a description of the problem.