Troubleshooting

This is a troubleshooting guide page to diagnose and fix some known issues in Vertex

Troubleshooting

This document outlines the steps to diagnose and resolve known issues in Vertex that may arise during regular use.

Session issue

Gathering information about problematic sessions is crucial for diagnosing and resolving issues. The collected data will be used to implement troubleshooting steps, helping us identify the root cause and find a solution.

Resolving steps

  1. Mitigation Step: Users should perform an explicit logout and re-login in Vertex to generate a new session identifier. Simply closing all tabs and reopening Vertex will attempt to resume the existing session, which might lead to the same issue if the session is problematic.
  2. Retrieve all available session and user information using the /gateway/action/userinfo endpoint from the problematic session.
  3. Check the user and user sessions at the front-end level.
  4. Session Monitoring: Monitoring sessions that are functioning correctly is valuable, as it helps us prevent session issues from occurring in the first place