🛠️Troubleshooting Overview

A diagnostic framework and general troubleshooting guide

Step 1: Identify the Category

• Login & Access Issues — Unable to log in, SSO failures, MFA issues, or access denied

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

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

• Performance Issues — Slow loading, timeouts, or browser freezing

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

Step 2: Quick Fixes First

Before diving into specific guides, try the following:

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

2. Refresh the page

3. Use Google Chrome (recommended browser)

4. Log out and log back in

5. Try incognito/private browsing mode

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

Step 3: Check the Data

Many issues that appear to be system bugs are actually caused by data inconsistencies:

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

• Wrong numbers — Verify effective dates, access scope, and data sync timing

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

• Stale scenario — Scenarios do not 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 bandwith: 25/5 Mbps

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

When to Contact Support

Contact [e-mail] if:

• The issue persists after completing all troubleshooting steps

• There is a data loss or security concern

• Multiple users are affected

• An integration issue is blocking business operations

When submitting a request, include:

• Screenshots (with full browser window and URL bar visible)

• Browser version and Operating System

• Exact error message text

• Steps to reproduce the issue

• What you've already tried

• Time the issue occurred.

For urgent or blocking issues, include "URGENT" or "CRITICAL" in the subject line.

Response times:

• Critical = 2 hrs

• High Priority = 4 hrs

• Standard = 24 hrs