troubleshooting

name	troubleshooting
description	Diagnose and resolve common platform issues. Use when a user reports something not working — login failures, sync errors, slow performance, or API connection problems.

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
• Sync issues → sync troubleshooting
• 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 [e-mail] with their account ID and a description of the problem.