Audience: customer IT teams
Likely cause: could be local (browser/network) or platform-side — this is the one category where you can’t assume it’s user error.
Checks
- browser refresh
- network connectivity
- whether it affects one user or many
- whether it happens during a specific action (e.g. upload, or a specific assistant)
Escalate when
- it affects multiple users
- it happens consistently during a specific action — this is more likely to be a platform issue than the others
Ready to escalate? See the Escalation page for what to collect first.