Troubleshooting Guide

• If the servers (insights or core app) are slow or not responding, please ping Ops in the TechOps Channel. If this is after Knoxville business hours, follow the escalation procedure.
  • Release Escalation Procedures are available here.
• If users are having issues logging in or resetting passwords, please check the VenueOps - Email Bounces channel and Cognito first.

When a user can't take an action in the app or if something isn't looking quite right, it could be that there's a bug in the app or there may be an issue with data. In order to figure out what is going on, you'll need to:

1. Reproduce the issue exactly as the client is experiencing it.
2. Reproduce the issue on a different account with different data.

If you can do #1 but not #2, see below for some ideas for further troubleshooting.

Don't forget to check the Known Issues channel to see if this problem has already been reported!

Reproduce the Issue

1. Reproduce what is happening to the user exactly (same account, same event, same actions, etc). Make sure you can hit the same problem they can.
   • What if you can't reproduce it?
     • Ask what browser they are using. Chrome and Edge are Chromium browsers and will behave the same most of the time. Firefox and Safari have different engines and can show different behavior.
     • Have them clear cache (including local and session storage), or try a completely different browser (a way to exclude cache issues).
     • Try incognito mode. Incognito mode disables extensions, which can conflict with the app.
     • Be sure that you’re doing exactly what they’re doing - have them talk you through it step by step, or hop on a screen share. There is often more than one way to do something, and you may using one of those other ways (e.g. editing a function on the mass editor vs the Edit Function slider).
2. Once you've reproduced the issue, go over to the QA account on staging or in prod and take the same action. For example, if they're having issues copying an event, copy an event. It won't have the same data, etc, but that is the point - we want to see if it's an issue with the app itself. DON'T just take the same action on the same account/event on staging - that doesn't give us any additional information.

If you can reproduce it on the client's account and on the QA account, congrats! You most likely have found a bug. Go ahead and report it via the usual workflow. Be warned though: if the program is working as designed, it isn’t a bug. If the way we designed it isn’t optimal or could use tweaking, you can add feedback in Productboard.

Next Steps

If you are able to reproduce the issue on the client's account but can't reproduce it on QA, then you'll need to dig a little deeper. In our copy event example, if an event won't copy on the client's account but will on QA, then event copying is working. Something specific to that event or account is not letting it copy.

When troubleshooting issues, be aware of migrated data. Often in the app we check data for invalid states in the UI (all those warnings in forms!). Migrations bypass that UI and can add data in an invalid state that can later throw errors. If an action is working okay on other accounts or other events on the same account, take a hard look at the data involved in what you're trying to do.

• Try to take the same action on a different item (e.g. booking on different days, confirming a different event, etc) in the same account. If you can or cannot do it, look for differences or similarities between the two items to see what could be wrong — try to determine if it’s a data issue.
• If the red error snackbar appears in the app, hit F12 to open the developer tools and go to the console tab. Take the action so that the error pops again. Is there any information in there that is helpful? (for example, there could be a 500 error saying it can't find a specific piece of information). If you're reporting a bug, take a screenshot of the error in the developer tools not a screenshot of the red snackbar in the app.
• The user may simply be doing something odd which is causing problems (perhaps there's a non-usual path they're taking which lets them get their account into an odd state). Train them in the proper path, but talk to QAED and/or add an issue to Productboard so that we can keep users from doing confusing things.

If you can't figure out what's going on, please don't hesitate to ask for assistance. Post in the Product Discussion channel, using the bug workflow or check the tab for the bug questions. Giving us that information up front will save some back and forth. Let us know the troubleshooting you've already done. Post screenshots. Gifs are great! (Try ScreenToGif). We're here to assist and are happy to dig in and figure out what is happening.