Troubleshooting

First checks

Confirm you are signed in to the intended organization.

Confirm your connection, then refresh the page or mobile screen.

Open the record from its main list to verify that it is active and visible.

Check whether the relevant feature is on in Settings > Features.

Ask an administrator to verify your organization role, work-order visibility, team membership, or Ask Canary tool access.

Retry once after reviewing the current record state.

Repeated writes can create duplicate intent in some workflows. Review the list, history, or latest state before submitting the same action again.

Common issue types

Symptom	Check
A page or action is missing	Role, feature state, platform boundary, and record lifecycle
Record deletion is blocked	Active work, hierarchy, automation, template, inventory, or request dependencies
A mobile action is unavailable	The current mobile feature boundary
No mobile notification arrives	Phone permission, delivery preferences, and pauses in mobile notifications
A QR code opens nothing	Camera permission, exact identifier assignment, organization, and retirement state
Ask Canary write is unavailable	Pending approval, enabled write tool, role, module, and target record
An API request fails	HTTP status, problem `code`, `detail`, validation fields, scopes, and request ID

Contact support

Organization name

Record type, name, and URL or ID

Web, iOS, Android, or public API

Local time and timezone of the problem

Exact steps and displayed error

Screenshot with secrets and sensitive information removed

API request_id or X-Request-ID header when relevant

Never send an API secret, password, session token, or full authentication header.

Diagnose public API authentication, scope, validation, conflict, and rate-limit responses.

First checks