Troubleshooting

Solutions to common issues and problems you might encounter while using UpReport.

Common Issues

🚫 Status Page Not Loading

Your status page isn't accessible or shows errors.

Possible Solutions:

• Check if your subdomain is correctly configured
• Verify custom domain DNS settings (if using custom domain)
• Clear your browser cache and try again
• Check your organization's status page settings
• Contact support if the issue persists

📧 Notifications Not Sending

Subscribers aren't receiving incident or maintenance notifications.

Troubleshooting Steps:

• Verify your notification settings are enabled
• Check if you've exceeded your plan's notification limits
• Ensure email templates are properly configured
• Test with a sample notification
• Check subscriber email addresses for bounces
• Verify your email provider's delivery settings

🔑 API Authentication Issues

Getting 401 Unauthorized errors when using the API.

Check These Items:

• Ensure your API token is valid and not expired
• Verify the Authorization header format: Bearer your_token
• Check that your token has the required permissions
• Regenerate your API token if necessary
• Ensure you're using the correct organization ID

🔄 Component Status Not Updating

Components show incorrect status or don't update automatically.

Resolution Steps:

• Verify external monitoring integrations are working
• Check if manual overrides are in place
• Review webhook configurations and endpoints
• Test API calls for status updates
• Ensure component monitoring is enabled
• Check for any recent configuration changes

Performance Issues

🐌 Slow Status Page Loading

• Optimize images and logos
• Reduce number of components if excessive
• Check your internet connection
• Try accessing from different locations
• Contact support for performance analysis

⏱️ Dashboard Responsiveness

• Clear browser cache and cookies
• Update to the latest browser version
• Disable browser extensions temporarily
• Check for JavaScript errors in console
• Try using an incognito/private window

Integration Problems

Slack Integration Issues

Common Problems & Solutions:

Messages not appearing in Slack

• Verify the UpReport app is installed in your workspace
• Check channel permissions for the UpReport bot
• Ensure notification rules are configured correctly

Authentication errors

• Reconnect the Slack integration
• Check if workspace admin approval is required
• Verify OAuth permissions are granted

Webhook Configuration

Webhook Debugging:

Webhooks not triggering

• Verify your endpoint URL is accessible
• Check firewall settings for incoming requests
• Ensure your endpoint returns 200 status code
• Review webhook event filters

Payload validation errors

• Verify webhook signature validation
• Check Content-Type header handling
• Review payload structure in documentation

Account & Billing

📊 Plan Limits Reached

What to do when you hit plan limitations:

• Check current usage in billing section
• Upgrade to a higher plan if needed
• Optimize component and check usage
• Remove unused integrations
• Contact sales for enterprise options

💳 Payment Problems

Resolving billing and payment issues:

• Update expired payment methods
• Check billing email for failed payments
• Verify billing address information
• Contact support for payment assistance
• Review invoice history for discrepancies

Getting Additional Help

Can't Find a Solution?

📧 Contact Support

Our support team is here to help with technical issues and questions.

📚 Documentation

Explore our comprehensive help center for detailed guides.

💡 Before Contacting Support

Please include the following information to help us assist you faster:

• Your organization subdomain or ID
• Detailed description of the issue
• Steps to reproduce the problem
• Browser/device information (if applicable)
• Screenshots or error messages