Troubleshooting start here: observe, scope and collect evidence

Prerequisites and authority

Start with read-only checks and authorized records. Capture evidence before changes. Stop and escalate when data replacement, financial changes or wider outages are possible.

Observe, scope and capture evidence

Start with the visible symptom. Identify whether one customer, device, router, site, integration or the whole platform is affected. Record approximate onset, local timezone, product version, visible error and relevant record identifiers.

Basic

Check the intended interface, account status and recent changes. Compare an affected record with a known-good one. Preserve screenshots with sensitive information removed.

Intermediate

Trace the relevant lifecycle: payment → subscription → provisioning → router access, or event → notification → delivery. Check Operations, router health and integration status.

Advanced

Capture bounded service logs, dependencies and deployment state. Use read-only database queries only when the UI cannot answer the question. Maintain a timeline with explicit timezone.

Choose the least broad remedy that explains the failure. Use supported retry/repair actions, correct configuration or restart one affected service after capturing evidence. Do not repeatedly submit checkout, bulk imports or destructive actions.

Stop when the diagnosis is uncertain or the next action would replace data, remove storage or alter financial history. Preserve current data and escalate with the incident template and diagnostic checklist.

After repair, test the actual customer/operator outcome. A green container or changed status is insufficient if the original workflow still fails.