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Common Issues

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Authentication Problems

Symptoms: Login fails, “Invalid credentials”Solutions:
  • Verify email and password
  • Check email is verified
  • Try password reset
  • Clear browser cache
  • Try incognito mode
Symptoms: “Unauthorized” errorsSolutions:
  • Refresh the page
  • Log out and back in
  • Check system time is correct
  • Verify token hasn’t been revoked

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Search Issues

Symptoms: Queries return empty resultsSolutions:
  1. Check documents are synced (Integrations page)
  2. Verify you have access to sources
  3. Try broader search terms
  4. Check filters aren’t too restrictive
  5. Wait 2-3 minutes after document sync
Symptoms: Results don’t match questionSolutions:
  • Be more specific in your question
  • Use filters (source, date range)
  • Check document quality in source
  • Rephrase question
  • Try related questions suggested
Symptoms: Queries take > 5 secondsSolutions:
  • Use source filters to narrow scope
  • Reduce result limit
  • Check integration sync isn’t running
  • Upgrade plan for better performance
  • Contact support if persists

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Integration Problems

Symptoms: OAuth fails, connection errorSolutions:
  1. Check you’re workspace admin
  2. Try different browser
  3. Disable ad blockers
  4. Verify redirect URL is correct
  5. Check OAuth app isn’t suspended
Symptoms: Document count not increasingSolutions:
  1. Check integration status (active?)
  2. Verify OAuth token valid
  3. Check sync filters
  4. Look for errors in sync logs
  5. Try manual re-sync
  6. Reconnect integration
Symptoms: User sees/doesn’t see expected docsSolutions:
  • Wait 2-3 minutes for permission sync
  • Check user’s role and groups
  • Verify source system permissions
  • Manual permission sync: Integrations → [Source] → Sync Permissions

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API Errors

Cause: Invalid request formatCheck:
  • JSON is valid
  • All required fields present
  • Field types correct
  • Values within limits
Cause: Missing/invalid authSolutions:
  • Include Authorization header
  • Check API key is valid
  • Verify key has necessary permissions
  • Generate new API key
Cause: Too many requestsSolutions:
  • Implement exponential backoff
  • Reduce request frequency
  • Batch requests where possible
  • Upgrade plan for higher limits
Cause: Server errorSolutions:
  • Retry with exponential backoff
  • Check status page: status.sorcia.ai
  • Contact support if persists
  • Include error ID from response

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Debugging Tools

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Check System Status

curl https://status.sorcia.ai/api/status

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Test API Connection

curl https://api.sorcia.ai/api/health \
  -H "Authorization: Bearer YOUR_TOKEN"
Expected: {"status": "ok"}

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View Browser Console

  1. Open DevTools (F12)
  2. Go to Console tab
  3. Look for errors (red text)
  4. Share with support if needed

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Enable Debug Mode

# .env.local
DEBUG=sorcia:*
LOG_LEVEL=debug
View detailed logs in terminal.

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Performance Issues

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Slow Dashboard

Symptoms: Pages load slowly Solutions:
  • Clear browser cache
  • Disable browser extensions
  • Check internet connection
  • Try different browser
  • Check CPU/memory usage

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Slow Sync

Symptoms: Sync takes hours Normal for:
  • Large workspaces (10K+ docs)
  • First-time sync
  • Full re-index
Speed up:
  • Exclude archived channels/folders
  • Sync during off-hours
  • Upgrade to Pro/Enterprise

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Data Issues

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Missing Documents

1

Verify Source Access

Can you see document in original system?
2

Check Filters

Is document excluded by sync filters?
3

Check Permissions

Do you have access permission?
4

Wait for Sync

Allow 5-10 minutes after document created
5

Manual Sync

Force sync: Integrations → Sync Now

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Stale Data

Symptoms: Out-of-date information Solutions:
  • Check last sync time
  • Verify webhooks are working
  • Manual re-sync
  • Check integration isn’t paused

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Getting Help

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Self-Service

  1. Check this guide - Common issues covered
  2. Search docs - Use search bar
  3. Status page - status.sorcia.ai
  4. Community - discord.gg/sorcia

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Contact Support

Email: support@sorcia.ai Include:
  • Account email
  • Organization name
  • Issue description
  • Steps to reproduce
  • Screenshots (if applicable)
  • Error messages
  • Browser/device info
Response Time:
  • Free: 2-3 business days
  • Pro: 1 business day
  • Enterprise: 4 hours

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Emergency Contact

Enterprise customers only
  • Slack Connect - Dedicated channel
  • Phone: Contact your CSM
  • On-call: For critical outages

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Diagnostic Information

When contacting support, include: 
# System info
Browser: Chrome 120.0
OS: macOS 14.1
Plan: Pro
Organization: org_abc123

# Error details
Error code: 500
Error ID: err_xyz789
Timestamp: 2024-01-15T10:30:00Z
Endpoint: /api/ai/query

# Steps to reproduce
1. Go to Ask Sorcia
2. Enter "test question"
3. Click search
4. Error appears

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Logs

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Access Logs

Settings → Audit Logs Shows:
  • All queries
  • API calls
  • Integration syncs
  • Permission changes

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Integration Logs

Integrations → [Integration] → View Logs Shows:
  • Sync history
  • Error messages
  • Document counts
  • Permission syncs

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Preventive Maintenance

  • Review integrations monthly
  • Check sync status weekly
  • Monitor query performance
  • Review audit logs quarterly
  • Update API clients
  • Rotate API keys quarterly
  • Review team members monthly
  • Update integration permissions
  • Check query quota usage
  • Monitor storage limits
  • Track API rate limits
  • Plan upgrades proactively
Still stuck? Contact support@sorcia.ai - we’re here to help!