SUPPORT
Troubleshooting
Diagnose common authentication, API, event and connectivity failures.
Last updated July 18, 2026 · 6 min read#Start here
- 1Capture context
Record time, environment, tenant, endpoint, status and request ID.
- 2Check platform status
Confirm gateway and dependency health before changing configuration.
- 3Classify the failure
Separate authentication, authorization, entitlement, validation and transient service errors.
- 4Retry safely
Retry reads and idempotent mutations only; use bounded exponential backoff.
#Common errors
| Symptom | Likely cause | Check |
|---|---|---|
| 401 responses | Expired or invalid token | Issuer, audience, expiry and clock |
| 403 responses | Permission or entitlement | Role, scope, tenant and license |
| 429 responses | Rate limiting | Retry-After and client concurrency |
| Missing events | Consumer lag or filter | Topic, tenant partition and offsets |
| Webhook failures | Signature or replay rejection | Raw body, timestamp and active secret |
#Prepare a support bundle
- Request IDs and UTC timestamps
- Sanitized request and response metadata
- Deployment version and environment type
- Relevant health output and reproduction steps
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