Diagnosing a failure
Start with the question that rules out the most causes: which step did it stop at?
Pick the symptom
| What happened | Go to |
|---|---|
| I cannot reach an instance over SSH | Cloud — SSH access and Security groups |
| Two networks cannot see each other | Cloud — Routers and Site-to-site VPN |
| The load balancer does not answer | Cloud — Load balancers |
| "Access denied" when querying data | Infinite Data — Understanding access denied |
| An area does not appear in the menu | Infinite Data — Access problems |
| The Imaginne agent is not doing what I asked | Imaginne — Troubleshooting |
| A skill does not run | Imaginne — Skill problems |
| My agent failed or did not fire | Agents — Common problems |
| I do not understand a run's error | Agents — Execution errors |
| The deployment failed | Zero — Common problems |
| The application started but does not answer | Zero — Deployment states |
The three questions that settle most cases
1. What exactly failed? A complete error message is worth more than a description of the symptom. Copy the text, the code, and the operation's or run's identifier, where there is one.
2. Where is the record? Each product has a place where the failure is recorded:
| Product | Where to look |
|---|---|
| Cloud | The instance log, in the console; the resource's state in the list |
| Infinite Data | The Audit Center and the query's own message |
| Imaginne | The session and routine history |
| NNumbers Agents | The run's timeline |
| Zero | Runtime, build, and platform logs |
3. Did something change beforehand? A deployment, a rule change, a rotated credential, a limit reached. Most failures start with a recent change — and nearly every product lets you go back to the previous state.
What to send to support
Always send:
- the URL or the exact path where the problem happened;
- the complete error message and the code, if there is one;
- the identifier of the resource, run, or operation;
- when it happened, with the time zone;
- what you expected to happen.
Never include passwords, private keys, tokens, VPN PSKs, or customers' personal
data. If the error message contains any of those values, replace that part with
[removed] before sending it.
If the documentation is wrong
Documentation describing behavior the product does not have is a defect. Use the feedback link at the bottom of the page, giving the URL and the excerpt.