2. General Troubleshooting Tips

Before posting the question to the Quantexa Community, we recommend to try troubleshooting yourself - this is the fastest way to resolve your issue. Read through this article to ensure you have tried your best before reaching out to any support resource.

Gather details of the issue

Here are some commonly asked questions that can help the Support Team and Community members triage issues effectively. These questions are designed to gather essential information to diagnose and resolve problems efficiently. Each question's importance is also explained.

Briefly explain your task and what you were trying to achieve.
- To understand the context of the issue better.
Is this about error understanding, bug reporting, or advice on feature development?
- To understand the nature of the issue.
What are the versions of Quantexa Platform, and other third-party components, you are working with?
- Knowing the versions of the Quantexa Platform and third-party components helps us find precise information, including fixed issues and new features, and navigate to the correct documentation.
Is the issue occurring in UAT, Prod, Dev, or multiple environments? Have you replicated the issue across different environments?
- To rule out whether the issue is caused by a specific environment or data set.
Is the issue consistently reproducible?
- To determine if the issue occurs consistently or randomly.
When did the task work as expected previously?
- Knowing the last working snapshot can help identify the possible root cause by pinpointing any configuration or data changes within that time period.
What did you expect to happen, and what actually occurred? When did you first notice the issue?
- Similar to Q6, knowing the context as well as pinpointing the possible cause
Have there been any recent changes to the configurations? Please include details about relevant component versions (Elastic Search, Spark, Database).
- Identifying recent configuration changes, including version changes of relevant components, helps pinpoint actions causing specific issues. Addressing one problem at a time allows for effective monitoring of changes and their impacts.
Have you followed the guide, e.g. migration guide of 2.0.0, in the Documentation? Are there any non-standard setups or configurations you are aware of?
- Following the best practices in guides is recommended for upgrades, migrations, or new feature enablement. Awareness of any non-standard setups or configurations is important, as they may be a possible root cause of the issue.
Are there any error messages encountered? What are the relevant logs and stack traces?
- Error messages are usually meaningful and directly indicate what went wrong in the application. Collecting complete stack traces helps to better understand which exact configurations or inputs are causing the issue.
Prepare screenshots or GIFs demonstrating the problem.
- Recording what happens in the UI and how the problematic behavior develops can be very useful. Screenshots or GIFs help clearly demonstrate the issue and make it easier to share replication steps with others.