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Troubleshooting

This guide helps you diagnose and resolve common issues with TeamDay AI agents, tools, and integrations.

Common Agent Issues

Agent Not Responding

Symptoms

  • Agent doesn't reply to messages
  • Long delays in responses
  • Error messages in chat

Troubleshooting Steps

  1. Check Agent Status
    • Verify agent is active (not paused or disabled)
    • Look for error indicators on agent dashboard
    • Confirm agent has necessary permissions
  2. Verify Connectivity
    • Check internet connection
    • Refresh the browser page
    • Try accessing from a different device
  3. Review Recent Changes
    • Check if agent configuration was recently modified
    • Verify no tools or integrations were disabled
    • Confirm knowledge base is accessible
  4. System Status
    • Check TeamDay status page for outages
    • Verify no maintenance windows are active
    • Look for service degradation notifications

Resolution

  • Restart the agent if status shows errors
  • Contact support with specific error messages
  • Check logs for detailed error information

Poor Response Quality

Symptoms

  • Inaccurate or irrelevant responses
  • Inconsistent agent behavior
  • Failure to follow instructions

Troubleshooting Steps

  1. Review Prompts
    • Check if instructions are clear and specific
    • Verify examples are appropriate
    • Ensure context is sufficient
  2. Knowledge Base Issues
    • Confirm relevant information is in knowledge base
    • Check for outdated or conflicting information
    • Verify knowledge base is properly indexed
  3. Configuration Review
    • Check agent settings and parameters
    • Verify tool permissions are correct
    • Confirm integration configurations

Resolution

  • Refine prompts with more specific instructions
  • Update knowledge base with current information
  • Adjust agent configuration parameters
  • Provide more training examples

Tool and Integration Issues

Custom Tools Not Working

Symptoms

  • Tools don't appear in agent interface
  • Error messages when using tools
  • Unexpected tool behavior

Troubleshooting Steps

  1. Permission Check
    • Verify tool permissions in agent settings
    • Confirm user has access to required tools
    • Check organization-level tool restrictions
  2. Configuration Validation
    • Review tool configuration settings
    • Test tool independently of agent
    • Verify API keys and credentials
  3. Compatibility Check
    • Ensure tool is compatible with current agent version
    • Check for tool updates or deprecations
    • Verify system requirements are met

Resolution

  • Update tool configurations
  • Re-authenticate API connections
  • Contact tool provider for specific issues
  • Implement alternative tools if necessary

API Integration Failures

Symptoms

  • Connection timeouts
  • Authentication errors
  • Data synchronization issues

Troubleshooting Steps

  1. Authentication Check
    • Verify API keys are current and valid
    • Check token expiration dates
    • Confirm authentication method is correct
  2. Network Diagnostics
    • Test API endpoints manually
    • Check firewall and security settings
    • Verify network connectivity
  3. Rate Limiting
    • Check if API rate limits are exceeded
    • Review usage patterns and frequency
    • Implement proper retry mechanisms

Resolution

  • Refresh authentication tokens
  • Adjust rate limiting parameters
  • Contact API provider for support
  • Implement backup integration methods

Performance Issues

Slow Response Times

Symptoms

  • Long delays in agent responses
  • Timeout errors
  • Poor user experience

Troubleshooting Steps

  1. System Load Check
    • Monitor system resources and usage
    • Check for peak usage periods
    • Verify no background processes are interfering
  2. Configuration Optimization
    • Review agent configuration for performance
    • Check knowledge base size and complexity
    • Optimize prompt length and complexity
  3. Network Analysis
    • Test internet connection speed
    • Check for network congestion
    • Verify server response times

Resolution

  • Optimize agent configurations
  • Implement caching mechanisms
  • Upgrade system resources if needed
  • Contact support for performance optimization

Memory and Resource Issues

Symptoms

  • Out of memory errors
  • System crashes or freezes
  • Degraded performance over time

Troubleshooting Steps

  1. Resource Monitoring
    • Check memory usage patterns
    • Monitor CPU and disk utilization
    • Identify resource-intensive operations
  2. Configuration Review
    • Optimize memory-related settings
    • Review conversation history limits
    • Check file upload size restrictions
  3. System Cleanup
    • Clear temporary files and caches
    • Archive old conversations
    • Remove unused tools and integrations

Resolution

  • Adjust memory allocation settings
  • Implement automatic cleanup processes
  • Upgrade hardware resources
  • Optimize resource-intensive operations

Communication and Chat Issues

Message Delivery Problems

Symptoms

  • Messages not sending
  • Missing message history
  • Synchronization issues

Troubleshooting Steps

  1. Connection Verification
    • Check network connectivity
    • Verify browser compatibility
    • Test with different devices
  2. Cache and Storage
    • Clear browser cache and cookies
    • Check local storage availability
    • Verify no ad blockers interfere
  3. Account Status
    • Confirm account is active
    • Check subscription status
    • Verify no account restrictions

Resolution

  • Refresh browser and retry
  • Use different browser or device
  • Contact support for account issues
  • Update browser to latest version

File Upload Failures

Symptoms

  • Files not uploading
  • Upload progress stops
  • File format errors

Troubleshooting Steps

  1. File Validation
    • Check file size limits
    • Verify supported file formats
    • Ensure file is not corrupted
  2. Browser Settings
    • Enable JavaScript and cookies
    • Check browser security settings
    • Disable extensions that might interfere
  3. Network Conditions
    • Test with smaller files
    • Check upload bandwidth
    • Verify stable internet connection

Resolution

  • Reduce file size or split large files
  • Try different file formats
  • Use alternative upload methods
  • Contact support for format-specific issues

Account and Access Issues

Login Problems

Symptoms

  • Cannot access account
  • Authentication failures
  • Password reset issues

Troubleshooting Steps

  1. Credential Verification
    • Double-check username and password
    • Verify caps lock is off
    • Try password reset process
  2. Account Status
    • Check if account is suspended
    • Verify subscription is active
    • Confirm no security restrictions
  3. Browser Issues
    • Clear cookies and cache
    • Disable browser extensions
    • Try incognito/private mode

Resolution

  • Reset password using official process
  • Contact support for account verification
  • Update browser or try different one
  • Check email for account notifications

Permission and Access Errors

Symptoms

  • "Access denied" messages
  • Missing features or tools
  • Restricted functionality

Troubleshooting Steps

  1. Role Verification
    • Check assigned user role
    • Verify organization membership
    • Confirm feature availability in plan
  2. Permission Settings
    • Review individual permissions
    • Check group or team assignments
    • Verify admin has granted access
  3. Plan Limitations
    • Check subscription plan features
    • Verify usage limits not exceeded
    • Confirm billing status is current

Resolution

  • Request permission changes from admin
  • Upgrade plan if needed features
  • Contact support for permission issues
  • Review organization settings

Diagnostic Tools and Resources

Built-in Diagnostics

  • System status dashboard
  • Connection test utilities
  • Performance monitoring tools
  • Error log viewers

External Resources

  • TeamDay status page
  • Community forums
  • Documentation library
  • Video tutorials

Support Channels

  • In-app chat support
  • Email support system
  • Phone support (premium plans)
  • Community assistance

Preventive Measures

Regular Maintenance

  • Keep browsers updated
  • Clear cache regularly
  • Monitor system performance
  • Update integrations and tools

Best Practices

  • Follow configuration guidelines
  • Implement proper backup procedures
  • Monitor usage patterns
  • Stay informed about updates

Monitoring and Alerts

  • Set up performance monitoring
  • Configure error notifications
  • Implement usage tracking
  • Monitor integration health

Escalation Procedures

When to Contact Support

  • Unable to resolve after troubleshooting
  • Critical business impact
  • Security or data concerns
  • Billing or account issues

Information to Provide

  • Detailed error messages
  • Steps to reproduce issue
  • System and browser information
  • Account and organization details

Response Expectations

  • Initial response within business hours
  • Priority handling for critical issues
  • Regular status updates
  • Resolution documentation

Next Steps

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