Common Fixes

Troubleshooting

Resolve common sign-in, setup, workspace creation, launch, analytics, and billing-readiness issues.

Customer adminsCustomer membersPlatform operators

Missing Account Setup or Analytics

Sign out and sign in again. If the expected navigation is still missing, the user may not be mapped to the customer admin role.

Escalate with:

• User email.
• Company or customer account.
• Expected role.
• Visible navigation items.
• Approximate sign-in time.

Customer member cannot open Analytics

That is expected. Analytics is for customer admins and platform operators. Ask a customer admin for a usage review if you need customer-level usage.

Invite lands on access denied

1. Sign out of the identity provider.
2. Reopen the invite.
3. Complete the invite acceptance flow.
4. Open Console directly after acceptance.

If the invite was already consumed or expired, ask a customer admin or operator to reissue it. Do not send the invite link in support chat.

Create Workspace is blocked

Read the blocker shown by Console. Common blockers are:

• Missing billing approval.
• Missing prepaid workspace-time balance.
• Missing managed-AI credit.
• Unavailable workspace target.
• Incomplete SSO setup.
• Unavailable template alias.
• Failed workspace user provisioning.

Retry only after the blocker is resolved.

Workspace launch opens the wrong place

Browser IDE should open through the public workspace URL. If a launch action opens an internal service address or a browser-unreachable location, report it with the workspace name, launch action, and visible URL host. Do not include session tokens or cookies.

Create fails after provisioning starts

Do not manually delete storage. Ask a customer admin or operator to inspect build logs and decide whether to retry, cancel, stop, or delete through Console.

Manual runtime cleanup is an operator fallback, not the normal customer path.

Analytics looks empty

Check:

1. The selected customer scope.
2. The selected period.
3. Reconciliation status.
4. Whether the workspace was running during the period.
5. Whether provider usage may be delayed.

If the period is correct and usage is still missing, send support the selected period and visible reconciliation status.