# Common issues and solutions

## Common issues and solutions

Common issues span the product areas included in the help and troubleshooting section.

Use the section that matches what you need to do:

| If you need to… | Go to |
|---|---|
| Prepare to investigate an issue | [Before you start](#before-you-start) |
| Identify the relevant application surface | [Find and assess the issue](#find-and-assess-the-issue) |
| Understand why live troubleshooting is blocked | [When live testing is blocked](#when-live-testing-is-blocked) |
| See what information is needed next | [What to do next](#what-to-do-next) |

## Before you start

A product area is the business area where the issue occurs. A screen is the application page where
the issue appears. Have both in front of you before investigating.

Gather these details before investigating:

| Check | What you need |
|---|---|
| Product area | Name of the area |
| Screen | Name of the application page |
| Route | Address or menu destination that opens the screen |
| Message | Exact text displayed when the issue occurs |

Use these details to identify the relevant screen and message.

## Find and assess the issue

Start with the screen that displays the issue. Record the product area, screen, route, and exact
message before choosing a solution. If no message is available, quote this text exactly when asking
for help:

`No page-specific component was resolved, so no message can be assigned to this page's flows.`

## When live testing is blocked

If you cannot reproduce the issue on a specific screen, use the relevant functional page for the
product area where it occurs.

Then collect the details listed in the next section.

## What to do next

Collect the details below before asking for an executable solution.

| Add this information | Use it to |
|---|---|
| Owning screen and route | A precise starting point |
| Screen controls and conditions | An executable action sequence |
| Validation, confirmation, and error messages | A matching troubleshooting entry |
| Runtime result | The outcome of the action |