Troubleshoot safely and escalate a reproducible issue
Use visible UI evidence and the organization’s approved administrator or support process without exposing credentials, secrets, or internal implementation details.
Before you start
- Have the affected page open, or know the page path where the issue occurred.
- Be able to describe the action you took and the visible result without sharing confidential data.
Step by step
Capture the visible facts
Write down the page name or path, your role label, the action you selected, the exact visible error or empty state, the approximate time, and whether the issue happened once or repeatedly.
Check scope and required fields
Confirm that you are in the intended company or MLO workspace, that required fields are filled, and that filters or group selections are not hiding the expected records. Do not change multiple records while diagnosing a display problem.
Retry a safe read action once
Refresh the page once or repeat a non-destructive read action once. If a mutation already showed a success confirmation, do not submit it repeatedly just because the list has not refreshed.
Use the visible role path
For “Access restricted,” return to the dashboard and use a page visible to your role. For “Account Pending Approval,” use “Sign out” and ask the organization administrator to review the account status.
Escalate with a minimal report
Use your organization’s approved administrator or support channel. Include the page path, role label, action, time, visible message, record count, and safe reproduction steps. Ask whether a screenshot is appropriate before attaching one.
Check your work
- You can reproduce the issue with a short, non-sensitive sequence of visible actions.
- The escalation report identifies the affected page, role scope, visible message, and approximate time.
- No password, one-time code, secret, token, or unnecessary borrower/contact data was shared.
Troubleshooting
I do not know whether the problem is access or data scope.
Compare the visible sidebar and page message with the intended role. Check the selected MLO, company context, group, and filters; then ask an administrator to verify scope rather than attempting to bypass it.
A page is empty after a successful action.
Look for the page’s visible success confirmation, refresh once, and clear filters. If the result remains wrong, report the action and confirmation together so the administrator can distinguish a display refresh issue from a failed mutation.
An AI or email-related action fails.
Record the exact visible failure and whether the action was a draft, save, enrollment, or send. AI output can be unavailable, and email workflows depend on external provider configuration; do not retry repeatedly or claim delivery without a provider confirmation.
I am asked for a secret or internal command to fix a user-facing issue.
Do not provide credentials, API keys, database commands, or internal authentication details. Use the approved administrator or support process and share only safe UI evidence.
Important limits
- There is no invented support email or universal response-time promise in this guide; use the support channel your organization has actually approved.
- Never include passwords, one-time codes, API keys, session tokens, database details, or unnecessary borrower/contact information in an escalation.
- A success toast means the UI received an accepted response; it does not guarantee email delivery, AI correctness, data freshness, or a completed external-provider action.