How to Check Platform Status Before Troubleshooting
Before you change a single setting or restart your browser, take two minutes to check whether the platform itself is causing your problem. This article shows you how to use the two status tools available to you and how to tell when an issue is affecting everyone.
Start With the Right Tools
Two dedicated resources give you a clear picture of platform health. Knowing which one to use and when saves you from troubleshooting a problem that's already being fixed.
The Known Issues Tracker
The known issues tracker lists every bug the team is actively working on. Each entry includes a plain-language description of the problem, any available workarounds, and an estimated timeline for a fix.
Use this tool when one specific feature stops working. For example, if your file uploads fail but everything else works fine, the known issues tracker is your first stop. If the team already has it logged, you'll find a workaround there and won't need to dig any further.
The System Status Page
The system status page shows real-time health across all platform services. It updates as incidents are detected and resolved.
Use this tool when:
- You can't log in at all
- Multiple features break at the same time
- The platform feels unusually slow across the board
If both tools show nothing related to your situation, that's actually useful information. It tells you the platform is healthy and the problem lives in your local setup.
How to Spot a Platform-Wide Incident
Some errors feel like they're happening only to you, but they're actually hitting every user at the same time. Knowing the difference helps you decide whether to troubleshoot locally or simply wait for a fix.
These signals point to a platform-wide incident rather than a local issue:
- Multiple people on your team hit the same error at the same moment
- Errors appeared suddenly with no changes on your end
- Problems started right after a platform update
- Features that worked yesterday stopped without any action from you
- Generic error messages appear across different parts of the platform at once
If you see two or more of these signals together, head straight to the system status page to confirm.
When to Open a Ticket vs. When to Wait
Once you've confirmed an active incident on the status page, your next step depends on what you find there.
If the incident matches your symptoms and a workaround is listed: Apply the workaround and wait for the team to resolve it. You don't need to open a support ticket. The team is already aware and actively working on it.
If the status page shows no active incidents but your problem persists: The issue is likely specific to your account or setup. This is the right time to reach out to support with details about what you're experiencing.
If you're unsure whether your problem is related to a known incident: Check the known issues tracker and compare the description to what you're seeing. If it matches, follow the listed workaround. If it doesn't match, open a ticket.
A Quick Decision Guide
Use this flow to decide your next move whenever something breaks:
- Check the system status page for active incidents.
- Check the known issues tracker for your specific feature.
- If either tool shows a match, apply any listed workaround and wait.
- If neither tool shows anything relevant, the problem is local. Start troubleshooting your browser, connection, and account settings.
- If local troubleshooting doesn't resolve it, open a support ticket with a clear description of what you're seeing.
Starting with platform status every time means you'll never spend an hour fixing something that was never in your control to fix.