Troubleshooting

I cannot see admin options#

1. Confirm you are using the intended application URL and installation.
2. Check that your organization role is organization_admin, not only team_admin.
3. Sign out and back in after a role change, and refresh the browser.
4. Verify the deployed Web/API image versions. Rebuild and recreate services if code changed; restart alone retains the old image.

Login or setup fails#

• Verify the organization slug, email and password; check whether the user is active.
• If first-run setup is absent, check whether an organization already exists or the setup token is missing.
• For origin errors, match ACKNEXA_WEB_ORIGIN exactly to the browser scheme, hostname and port.
• For private HTTPS, install the right CA on servers and browsers; do not disable certificate verification.
• For OIDC, verify issuer discovery, redirect URI, claims, pre-provisioned user and issuer/subject binding.

Webhook accepted but no incident#

1. Record the returned raw event ID and whether the response said duplicate.
2. Inspect integration event history and Delivery Health for processing/quarantine.
3. Confirm the intended integration is enabled, the service is active, and a rule has not routed the alert elsewhere.
4. Check workers, database, broker and backlog age. Remember that 202 is acceptance, not completion.
5. If quarantined, correct the underlying issue and use the audited retry action.

Incident exists but nobody was reached#

1. Check the service's active escalation policy and its targets.
2. Inspect the effective on-call responder and any override at the incident time.
3. Verify active recipient, contact destination and channel preferences.
4. Inspect notification attempts for configuration, authentication, TLS, DNS or provider errors.
5. Test the actual selected provider. Confirm that an organization override is not disabling or replacing the deployment adapter.
6. For private-only networks, remove unavailable cloud channels from the operational policy.

ACK failed or another notification arrived#

A 409 indicates state changed; refresh and inspect before acting again. A network failure is not proof that an action failed to commit, so re-read the incident. A provider request authorized before ACK can still finish afterward; inspect the attempt timestamps rather than assuming escalation restarted.

Backup or upgrade problem#

Stop and preserve evidence. Do not delete volumes, reset outbox flags, edit audit rows, or force a down migration to make the error disappear. Check exact image/schema compatibility and use the backup and recovery procedure on a separate target.

If an upgrade stopped at the paging check, read its findings with docker compose logs upgradecheck or kubectl logs on the acknexa-upgradecheck Job, fix the team memberships it reports, and run the upgrade again. See the upgrade check gate.

Prepare a useful support report#

• State the deployment model, image versions, affected time window and sanitized request/event IDs.
• Describe expected and observed behavior, including HTTP status and whether it is reproducible.
• Include relevant redacted logs and health/backlog observations.
• Never attach passwords, provider keys, session tokens, private images or raw customer payloads to a public issue.

Your deployment operator is the first point of contact for your installation. To reach the AckNexa team, write to [email protected]. No support entitlement or response time is implied.