Troubleshooting checklist before raising a ticket
Before changing configuration, collect the safest useful context.
- Note the exact page/module and what you were trying to do.
- Record the time of the problem and the user role affected.
- Copy the user-facing error message or request/reference ID where shown.
- Check System Health, Deployment Verification, Operational Automation, Fleet & Central Updates and Offline Sync Status where relevant.
- Confirm whether the problem affects one user, one job/site, one device or the whole tenant.
- Try a normal sign-out/sign-in and supported browser refresh if the issue appears session/UI related.
- Do not delete database records, clear unsynchronised PWA storage, disable signature checks, expose private keys or share database passwords.
- Search this Help Centre using the feature/error wording.
- If unresolved, create a support ticket and include the safe diagnostic context above.
A Help Centre ticket and temporary Central support grant are separate. Support may request a time-limited diagnostic grant only when necessary and permitted by the tenant’s support policy.