Troubleshooting
Find the boundary before retrying.
Keep your project and receipts intact. Do not clear warnings, reset an unknown paid request or change imported electrical values merely to obtain a green status.
Common states
The model catalog is unavailable
Check the installed runtime and current account route. Owner development and customer managed identity are separate. Refresh only after the configuration issue is resolved; an unavailable catalog means no model turn was sent.
Customer sign-in or entitlement fails
Use the product's device authorization page and supported OS vault. Confirm the account belongs to the intended tenant and has a current membership. A once-valid token or another user's seat does not grant access. Do not paste tokens or provider keys into support mail.
A study failed, islanded or has missing values
Recheck the exact case/version, units, equipment IDs and study profile. Read raw warnings and missing-value reasons. A source-less island is not a successful contingency; unavailable is never zero.
Checkout or AI usage has an unknown outcome
Do not submit a second purchase or paid inference request automatically. Retained request identity and provider/account status require safe reconciliation; contact support with a redacted reference, never card details or credentials.
Update or rollback cannot validate
Stop before changing the active release. Verify the exact manifest, file hashes and prior release; preserve application data. Use only a named qualified rollback package and contact support with a redacted diagnostic.
Useful support details
Send application version, operating system, action attempted, exact error text and a redacted receipt/request reference. Do not email private projects, passwords, API keys, full logs or payment card information.