Troubleshooting Guide
Common issues and resolution steps to help you quickly resolve problems and get back to work.Authentication & Login Issues
This is typically caused by browser cache, cookie settings, or OAuth configuration issues.
Resolution Steps:
- 1. Clear browser localStorage: Open DevTools (F12) → Application tab → Local Storage → Clear All
- 2. Clear cookies for the domain
- 3. Disable any browser extensions that might block redirects (ad blockers, privacy extensions)
- 4. Check browser console for error messages (F12 → Console tab)
- 5. Verify you're not in incognito/private mode which blocks third-party cookies
Automatic logouts usually indicate token expiration or session management issues.
Common Causes:
- • Session timeout exceeded (default: 24 hours)
- • Token refresh failing due to network issues
- • Multiple tabs causing token conflicts
- • Browser clearing cookies automatically
Solutions:
- 1. Check browser settings → Ensure cookies are allowed for this site
- 2. Check for network proxy or firewall blocking API requests
- 3. Try using a single tab/window
- 4. Contact support if issue persists after these steps
2FA codes are time-sensitive and require synchronized device clocks.
- 1. Verify device time is accurate (Settings → Date & Time → Automatic)
- 2. Wait for a fresh code (codes refresh every 30 seconds)
- 3. If using SMS, check signal strength and wait 60 seconds
- 4. Ensure authenticator app is up to date
- 5. Try backup codes if available
Property & Data Issues
No results can be caused by ATTOM API issues, overly restrictive filters, or connectivity problems.
Troubleshooting Steps:
- 1. Check ATTOM integration status: Settings → Integrations → ATTOM
- 2. Look for meta codes: ATTOM_UNAVAILABLE or RATE_LIMITED
- 3. If rate limited, wait 5 minutes and retry
- 4. Broaden search filters (expand price range, location radius)
- 5. Try a known working address to verify API connectivity
Meta Codes
ATTOM_UNAVAILABLE
RATE_LIMITED
Stale data may be cached. Force a refresh to get latest information.
- 1. Click the refresh icon on property detail page
- 2. Use 'Fetch Fresh Data' button if available
- 3. Check Last Updated timestamp - data older than 7 days may need refresh
- 4. Verify ATTOM integration is active and not showing errors
Verify input data and check for calculation errors or missing comparables.
- 1. Review property details for accuracy (sqft, beds, baths, condition)
- 2. Check comparable properties used in calculation
- 3. Verify location data is correct (wrong zip code affects comps)
- 4. Re-run CMA after correcting input data
- 5. Review ARV adjustments for reasonableness
Integration Issues
Integration errors typically indicate OAuth token expiration or API connectivity issues.
- 1. Go to Settings → Integrations
- 2. Check connection status for each integration
- 3. Click 'Reconnect' for any showing red/error status
- 4. Check browser console for specific error codes
- 5. Verify API keys are valid if self-hosted
Sync issues are usually caused by permission changes or OAuth token expiration.
- 1. Disconnect integration: Settings → Integrations → Gmail/Calendar → Disconnect
- 2. Wait 30 seconds
- 3. Reconnect and grant all requested permissions
- 4. Check Google Account settings → Security → Third-party apps
- 5. Ensure OrbiLattice has necessary permissions
Document loading issues may be caused by permissions or envelope status.
- 1. Verify DocuSign connection is active
- 2. Check envelope status in DocuSign dashboard
- 3. Ensure you have access to the specific envelope
- 4. Try refreshing the page
- 5. Reconnect DocuSign integration if needed
Performance Issues
Slow performance can be caused by browser cache, network issues, or large datasets.
Quick Fixes:
- 1. Hard refresh: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
- 2. Clear browser cache and cookies
- 3. Close unnecessary browser tabs
- 4. Check network connection speed
- 5. Disable browser extensions temporarily
- 6. Try in incognito/private mode to rule out extensions
Infinite loading usually indicates a timeout or query error.
- 1. Cancel the search and try again
- 2. Simplify search filters
- 3. Check network tab in DevTools for failed requests
- 4. Verify API endpoints are accessible
- 5. Contact support if issue persists
Automation & Workflow Issues
Automations may be disabled, have condition errors, or connectivity issues.
- 1. Go to Automation Hub → Check rule status
- 2. Verify rule is Active (toggle should be ON)
- 3. Check trigger conditions are met
- 4. Review execution history for errors
- 5. Test in dry run mode to debug
Recent updates added deduplication. If still seeing duplicates, try these steps:
- 1. Refresh the page to clear cache
- 2. Check for multiple automation rules with same trigger
- 3. Review notification settings
- 4. Clear browser notifications and reload
Saving issues may be due to permissions or feature gates.
- 1. Verify feature gate is enabled for your account
- 2. Check your user role permits data source creation
- 3. Review network tab for /api/government-data/sources errors
- 4. Ensure all required fields are completed
- 5. Contact support if permissions issue suspected
If changes aren't persisting, check for validation errors or network issues.
- 1. Look for error messages or red highlights on form fields
- 2. Check browser console for API errors
- 3. Verify you clicked Save/Submit button
- 4. Check network connection
- 5. Try refreshing and re-entering data