> ## Documentation Index
> Fetch the complete documentation index at: https://docs.oncanary.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Diagnose access, record, mobile, scan, and API issues in Canary.

Start by identifying the surface, organization, record, and last action that failed. This keeps retries safe and gives support enough context to help quickly.

## First checks

1. Confirm you are signed in to the intended organization.
2. Confirm your connection, then refresh the page or mobile screen.
3. Open the record from its main list to verify that it is active and visible.
4. Check whether the relevant feature is on in **Settings > Features**.
5. Ask an administrator to verify your organization role, work-order visibility, team membership, or Ask Canary tool access.
6. 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](/help/mobile/overview)                       |
| 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   |

## Preserve the current state

Keep form values, screenshots, record URLs, and displayed error details. For a concurrency or conflict message, reload the latest record and reapply only the intended change.

## Contact support

Email [support@oncanary.com](mailto:support@oncanary.com) with:

* 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.

## Related pages

* [QR and barcode issues](/help/troubleshooting/qr-scan-issues)
* [API errors](/help/troubleshooting/api-errors)
* [Features and recovery](/help/admin/features-and-recovery)