🛠️Troubleshooting Overview

Diagnostic framework and general troubleshooting guide

Step 1: Identify the Category

• Login & Access Issues — Can't log in, SSO failure, MFA problems, access denied

• Data Issues — Upload errors, missing data, broken hierarchies, sync failures

• Scenario Issues — Save failures, approval stuck, drag-and-drop not working

• Performance Issues — Slow loading, timeouts, browser freezing

• Export & Integration Issues — Export failures, SFTP errors, API issues

Step 2: Quick Fixes First

Try these before diving into specific guides:

1. Clear browser cache (Ctrl/Cmd+Shift+Delete > Cached images and cookies)

2. Refresh the page

3. Try Chrome (recommended browser)

4. Log out and back in

5. Try incognito mode

Supported browsers: Chrome 90+, Edge 90+, Firefox 88+, Safari 14+. Internet Explorer is not supported.

Step 3: Check the Data

Many issues that look like system bugs are actually data issues:

• Missing positions: Check active filters (clear all filters to confirm)

• Wrong numbers: Check effective dates, access scope, and data sync time

• Broken org chart: Look for the orange broken hierarchy indicator in the toolbar

• Stale scenario: Scenarios don't auto-update with Main Org changes — check when the scenario was created

Troubleshoot by Symptom

Symptom	Try first	Guide
Blank screen / nothing loads	Clear cache, disable extensions, incognito mode	Performance Issues
Changes not saving	Check permissions, verify scenario not locked	Scenario Issues
Wrong or missing data	Clear filters, check data sync, verify field mappings	Data Issues
Can't access feature	Verify access group permissions with admin	Login & Access Issues
Export failing	Apply filters to reduce size, allow pop-ups	Export & Integration Issues

Network Requirements

• Allow HTTPS (port 443) and WebSockets to *.agentnoon.com

• Minimum bandwidth: 5/1 Mbps; recommended: 25/5 Mbps

• Contact support for Agentnoon IP ranges if your firewall requires allowlisting

When to Contact Support

Contact [email protected] if:

• Issue persists after trying all troubleshooting steps

• Data loss or security concern

• Multiple users affected

• Integration blocking business operations

Include: screenshots with full browser window and URL bar, browser version and OS, exact error text, steps to reproduce, what you've already tried, and time the issue occurred. Add "URGENT" or "CRITICAL" to the subject line for blocking issues.

Response times: Critical = 2 hrs, High Priority = 4 hrs, Standard = 24 hrs.