Troubleshooting a problem

This article describes the typical workflow for troubleshooting a problem. This process can help you to find answers to your own problems fast, or help the inriver support team get a head start on finding solutions for you.

Problems and errors take many forms, from error messages to unexpected results. The tips here are generic and apply to most scenarios.

Is the problem repeatable?

Sometimes an error can be caused by a loss of internet connection, your own laptop consuming a lot of CPU, or other outside factors. Check that the problem is not an isolated case.

Is it just me?

Check if the problem affects just you, or if others experience the same problem. Your role and permissions, laptop or other external factors may be the cause.

Is it the product or another entity?

Knowing if the problem is isolated to just one Product, Item, or Resource is very useful in finding the root of the problem. You may have configured the attributes in such a way that you are not allowed to proceed with your activity.

What did I just do?

There is nothing more frustrating than hitting a problem intermittently and not being able to explain why it should only happen some of the time. When encountering an issue, make an immediate note of what you did, even if you retry and succeed. Over time, you can build up a picture of common actions that trigger the issue.

Get help from the PIM administrators

Your company PIM administrators have additional views of what is happening in the system. They can check the log files, or retry your actions with elevated authority. They will also be aware of changes in the system, or functionality that has been developed specifically for your company.

Write it down

Above all, document all of the steps you have taken and help us to help you.