> For the complete documentation index, see [llms.txt](https://docs.in8sync.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.in8sync.com/client-admin-guide/troubleshooting-overview.md).

# Troubleshooting

Start here when something isn't working. A short framework for narrowing down the problem before you dig into specifics or open a ticket.

Most issues fall into one of three buckets. Working through them in order saves time and surfaces the right fix faster than guessing.

## The three questions

{% stepper %}
{% step %}

### Is it a configuration issue?

Something was set up incorrectly or hasn't been set up at all. Examples: a user can't log in because no role was assigned, or a workflow shows nothing because it was never published.

Most "it's broken for one user" reports land here.
{% endstep %}

{% step %}

### Is it a data issue?

Records exist in NetSuite but haven't reached <code class="expression">space.vars.productName</code>, or they're cached and stale. Examples: a new product isn't in the catalog, or a customer's price level looks wrong.

Most "it was fine yesterday" reports land here. Try a manual sync first — Catalogs page → the **Refresh Status** icon on the row.
{% endstep %}

{% step %}

### Is it a system issue?

A genuine error or warning. Browser console errors, timeouts, repeated failures across users.

Rarer than the other two, but worth checking before escalating.
{% endstep %}
{% endstepper %}

{% hint style="info" %}
Hard-refresh (Ctrl+Shift+R / Cmd+Shift+R) clears the page cache and reloads. It resolves a surprising number of "it's broken" reports — try it before anything else.
{% endhint %}

## Common problem categories

<table data-view="cards"><thead><tr><th>Category</th><th>Typical symptom</th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Access &#x26; login</strong></td><td>User can't sign in, sees the wrong portal, or lands on a blank page.</td><td><a href="/client-admin-guide/troubleshooting-overview/common-issues.md">Common Issues</a></td></tr><tr><td><strong>Workflow not showing</strong></td><td>User logs in but the modules they expect aren't there.</td><td><a href="/client-admin-guide/workflow-builder-overview.md">Workflows</a></td></tr><tr><td><strong>Catalog or product</strong></td><td>Products missing, prices wrong, stale catalog data.</td><td><a href="/client-admin-guide/creating-catalogs/managing-catalogs.md">Managing Catalogs</a></td></tr><tr><td><strong>User management</strong></td><td>User can't be found, has the wrong role, or wrong subsidiary.</td><td><a href="/client-admin-guide/managing-users.md">User Management</a></td></tr><tr><td><strong>Page Builder</strong></td><td>A module renders incorrectly or a component isn't behaving.</td><td><a href="/client-admin-guide/getting-started.md">Page Builder</a></td></tr></tbody></table>

## Before you contact support

Run through this short checklist. It resolves most of what reaches us:

* **Hard-refresh** the affected page (Ctrl+Shift+R).
* **Try incognito** — rules out browser extensions and stale cookies.
* **Check the role and workflow.** User Management → confirm role; Workflow Builder → confirm a workflow is **Published** for that role.
* **Check the subsidiary.** Wrong subsidiary in the top-bar selector is a common silent cause.
* **Reproduce as another user.** Helps isolate user-specific vs system-wide.

If the issue persists, gather the version number from the page footer, take a screenshot, and head to [Contacting Support](/client-admin-guide/troubleshooting-overview/contacting-support.md).

## Related

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Common Issues</strong></td><td>Quick-reference table of frequent problems and fixes.</td><td><a href="/client-admin-guide/troubleshooting-overview/common-issues.md">Common Issues</a></td></tr><tr><td><strong>FAQ</strong></td><td>Frequently asked questions from client admins.</td><td><a href="/client-admin-guide/troubleshooting-overview/faq.md">FAQ</a></td></tr><tr><td><strong>Contacting Support</strong></td><td>How to reach the in8sync team and what to include.</td><td><a href="/client-admin-guide/troubleshooting-overview/contacting-support.md">Contacting Support</a></td></tr></tbody></table>