By name: troubleshooting description: Diagnose and resolve common platform issues. Use when a user reports something not working — login failures, sync errors, slow performance, or API connection problems.
Troubleshooting
Follow these steps when a user reports a platform issue.
Step 1: Classify the issue
Ask the user what they're experiencing, then classify into one of these categories:
| Symptom | Category |
|---|---|
| Can't log in, password reset not working, MFA issues | Authentication |
| Data not syncing, stale data, missing updates | Sync |
| Slow page loads, timeouts, high latency | Performance |
| API errors, webhook failures, integration issues | API & Integrations |
Step 2: Diagnose
Read the appropriate reference for the category:
- Authentication issues → authentication troubleshooting
- Sync issues → sync troubleshooting
- Performance or API issues → ask the user to share any error messages or codes, and proceed with general guidance.
Step 3: Respond
- Walk the user through the resolution steps from the reference.
- If the issue doesn't match any known pattern, recommend the user contact support@acmecloud.example.com with their account ID and a description of the problem.