Start with visible context, not an assumption
No single product screen represents every troubleshooting path, and an arbitrary Account list would be generic rather than evidence for this hub. This page therefore stays text-only and routes each symptom to the exact history, configuration or record surface that owns it. Before escalating, capture the actual app, breadcrumb, saved-view name, recent context, summary region, search/filter state and visible columns from the screen where the problem occurred. A filtered view, stale search or unexpected display scope can explain the symptom without any data loss or service fault.
Use the universal split after that first observation: one user versus everyone suggests access; web versus device suggests offline scope or sync; a record versus a computed number separates data retrieval from analytics or ledger reasoning; and an action that never completed points to background history. Record what, where and when before changing anything, because clearing evidence too early makes a real intermittent failure harder to diagnose.
Every module section of this Knowledge Center carries its own troubleshooting page, written against that module's real refusals and error messages. This hub does two things: it gives you the checks that resolve a surprising share of problems before any module page is needed, and it routes you to the right module page when they don't.
The universal first checks
Three patterns account for most "something is wrong" reports, and each has a dedicated triage page.
Is it access? If one user is missing an app, a list, particular records, a field or a button that colleagues can see, it is almost never a fault — it is the access layers doing their job somewhere you didn't intend. Work the ordered walk in Troubleshooting: a user can't see something: licensing, profile grants, record security, restriction rules, view filters — stop at the first failing layer. Sign-in trouble and the wider access checklist are consolidated in Access and sign-in.
Is it sync? If a record differs between the web and a phone — present on one, missing or stale on the other — the question is what the device has downloaded and what it has queued, not what the server holds. Start with Data and sync, which routes web-side causes (filters, access, deletion) and mobile-side causes (offline scope, the sync queue) separately.
Is it a background job? If the symptom is an absence — an import that shows no rows, a subscription email that never arrived, a sync that "ran" but changed nothing — the answer is in a history screen, not on the record. Background work maps where every kind of background run is visible and how to read its failure.
Whatever the pattern, gather what, where, when before escalating — what you did and expected, the exact app, list or record, and when it happened — as described in Where to get help. A report that lets someone retrace your steps gets fixed much faster.
The module troubleshooting pages
| Module | Start here | Typical territory |
|---|---|---|
| Analytics | Troubleshooting analytics | Missing or empty reports, blank dashboards, subscription emails that never arrive or land at the wrong hour |
| CRM | Troubleshooting CRM | Conversion refusals, generation actions that won't run twice, empty configurators, full appointment slots |
| Data Studio | Troubleshooting Data Studio | Stale datasets, missing rows, failing compiles and builds |
| Developer surface | Troubleshooting the developer surface | CLI sign-in and workspace errors, push rejections, API 401/403/404, version drift |
| Field service | Troubleshooting field service | Work that doesn't route, resources not offered for a slot, an empty dispatch map |
| Integrations | Troubleshooting integrations | Schedules that never fire, tests that pass while runs fail, conflict backlogs, records that stop syncing |
| Inventory | Troubleshooting inventory | Stock or valuation that looks wrong, unposted or in-transit stock, closed periods |
| Mobile app | Troubleshooting the mobile app | Records missing on the device, changes not syncing, sign-in, stale data and layouts, storage warnings |
| Portals | Troubleshooting portals | Not-found responses, missing or empty pages, data lists with no rows, signup that does nothing |
| Procurement | Troubleshooting procurement | Receipts that refuse to receive or post, bill variances, auto-order suggestions that look wrong |
| Rewards | Troubleshooting rewards | Compensation lines with no reward, unexpected amounts, wrong achieved figures |
| Sales | Troubleshooting sales | Orders that won't allocate, prices that look wrong, schemes that didn't apply, credit-limit blocks |
| Service | Troubleshooting service operations | Nothing pending to process, contract validation failures, blocked completion |
| Support desk | Troubleshooting the support desk | Cases that won't route, SLA clocks that surprise you |
| Telephony | Troubleshooting telephony | A missing softphone, calls that don't ring, unmatched callers, absent recordings |
| Warehouse | Troubleshooting warehouse operations | Fulfilment ordering rules, delivery and shipment errors, cycle count locks |
Two sections route differently. Commerce evaluator questions are answered in the Commerce FAQ. Field sales work — visits, routes, van sales — is done in the mobile app, so its symptoms are covered by the mobile troubleshooting page, with order and pricing questions going to sales.
The cross-cutting pages in this section
- Access and sign-in — can't sign in, or signed in but something is missing.
- Data and sync — data looks wrong or missing, on the web or on a device.
- Background work — jobs, sync runs, subscriptions and messages: where to see them and how to read failures.