There are several things you can do to troubleshoot and resolve problems before logging a case with product support. The general guidance here is designed to help you to understand the problem and know where to look for possible errors and potential solutions.
Before you call support:
- Understand the problem.
- Study the Qlik Sense Help.
- Read the troubleshooting topics in this section.
If you cannot find a solution in the product help, then follow the general guidance in this topic.
Understand the problem
Understanding the problem may help you to find a solution, and will enable you to provide Qlik support with the information needed to process your case more effectively. Ensure that you understand the problem and can describe it as fully as possible before seeking further support:
|Questions to ask||Answers that may lead to a better understanding of the problem|
|Who experienced the problem?||
What type of users were affected, and how many?
|What happened after an action was performed?||
Pay attention to any symptoms, behavior, and error messages.
|When did the problem first occur?||When is it triggered, and what user action or system action causes it?
For example, is it due to a trigger reload, or if a user clicks on an object in an app.
|Have you experienced this issue before?||If yes, how often has the problem occurred?|
|Where did this issue occur first?||
Describe where in the system or environment the problem occurs? Is it on the client side, server backend, or in a specific application.
|Why do you think it happened?||Gather the relevant log files. Compare log files that include the problem with those that do not. For example, compare a successful reload with an unsuccessful reload of the same app. For log file locations, see the individual product help pages.|
Qlik Sense client or application problems
If you get an error in a Qlik Sense application, the following questions can help you to narrow down the issue:
Was the application working before the error occurred?
Is the issue present in the Qlik Sense Desktop client?
Is the issue specific to a browser, or is it present in all browsers?
Does this issue affect a specific user, user group, or all users?
Does this issue occur in one application, or every application?
Once you have gathered all the information you need, use the following links to research other possible solutions:
- Knowledge base
- Community website
- Log a case with product support