When something goes wrong in the console

This article is about the console itself going wrong — a screen that will not load, a page that cannot be found, a connection that drops — rather than about a particular feature behaving oddly. It is written for somebody with no technical background, because that is who is usually sitting in front of the screen when it happens. Nothing here needs you to understand what broke; it only needs you to recognise which of a handful of screens you are looking at, and to know what to do next.

The screen you see when a page breaks

When a page in the console hits a fault it cannot recover from, you are shown a plain screen that explains what happened in ordinary words. You should never see a blank white page, a page of garbled text, or a wall of technical detail — if you do, that is worth telling us about on its own.

There are two versions of that screen, and which one you get tells you how much actually broke.

**This part of the page could not be shown**

One section of a screen failed and the rest of the console is unaffected. The screen says so, and offers you the choice of trying again or carrying on and coming back to it later. This is the milder of the two and the more common one.

**Something went wrong on this screen**

The whole screen failed to load. It also tells you that nothing you were working on has been sent anywhere, and that the rest of Qorionix is still available — so a failure on one screen does not mean the product is down.

Either way, you are offered up to four things to do. Take them roughly in this order:

• Try again — makes another attempt without reloading anything. The quickest option, and often enough.
• Reload the page — a full reload of the console. Worth doing when Try again does not help, and particularly worth doing in the case described in Just after an update below.
• Go to the overview screen — takes you back to a screen known to be working, so you can carry on with something else.
• Contact support — opens an email already addressed to us, with a subject line containing a reference to this specific failure so that we can find it in our records.

The reference for support

Whenever the console shows you an error, it also shows a short reference code. You will see a label reading Reference for support, the code itself, and a button that copies it in one click. A note beside it explains that quoting the code identifies this exact failure in our records.

The code is not a secret and says nothing about your business. It is a label attached to one recorded event, so there is no reason to be careful about pasting it into an email to us.

We could not find that page

If you follow a link inside the console that is broken or out of date — an old bookmark, a link in an email from months ago, an address somebody pasted into a chat — you are shown We could not find that page, together with the exact address you asked for.

That address is shown for a reason: if you believe the link came from us rather than from something you typed, quoting it back to us tells us precisely which link is broken. From that screen you can go to the overview screen, or search your own data instead.

You do not have access to this screen

If you are signed in but the role you hold does not include the screen you tried to reach, the console says so plainly, and tells you that an administrator in your organisation can grant it. It does not pretend the screen does not exist — being told a page is missing when it is really a question of permissions wastes everybody's time.

This is normally the product working as designed rather than a fault. Insufficient permissions explains what the roles hold, who can change them, and what to do if you think the refusal is wrong.

When your connection drops

If your device loses its connection to Qorionix, a banner appears at the top of the screen to say so. It also tells you two reassuring things: the console is already retrying on its own, and anything you have typed is kept until the connection returns. There is a Retry now button if you would rather not wait.

Once you are back online the banner changes briefly to Connection restored and then disappears by itself. You do not need to do anything.

Just after an update

Occasionally, shortly after Qorionix has been updated, a browser tab that was already open fails while loading a piece of the console — the tab is still asking for a version of the software that has just been replaced. It looks alarming and it is not.

The clue is that the failure does not seem related to anything you did. In that case a straightforward reload is very often exactly the fix, because it fetches the current version of everything. The Reload the page button on the error screen is there for precisely this.

What to do, in order

1. 1

   Note the reference code, if one was shown

   Copy it with the button beside it before you do anything else. It goes away when you leave the screen, and it is the single most useful thing you can give us.

2. 2

   Try the recovery option the screen offers

   Try again first, then Reload the page. Between them these resolve most of what you will ever see, and a reload in particular is the answer to the just-after-an-update case above.

3. 3

   Carry on somewhere else if you can

   If only part of a page failed, or if the screen offers you the overview, the rest of the console is still working. There is no need to stop what you were doing for the day.

4. 4

   If it keeps happening, contact support

   Include the reference code and a short description of what you were doing — which screen you were on, and what you had just pressed. The Contact support button on the error screen fills the reference in for you.

5. 5

   Check what else makes a ticket answerable

   How to get help lists the handful of details that let us answer on the first reply, and what you should never put in a support message. The reference code belongs alongside those.

What to read next

• How to get help, and what we need from you — which route to use, and what to include.
• Signed out unexpectedly — if you keep landing back on the sign-in screen.
• Insufficient permissions — if you are being refused rather than shown a fault.
• This is not in your plan — if a whole area of the product is closed to you.