FAQs first-line support

Introduction 

This FAQ provides clear and concise answers to the most common questions for first-line support agents. If you have any additional or follow-up questions, please reach out via support@rosemanlabs.com.

“My registration link expired”

• If SSO, just go to the platforms landing page and log in using the SSO button
• If SSO not configured, go to platforms landing page and click 'forgot password'. 

“I need to reset 2FA (eg, because of a new phone).”

• Confirm relevant environment(s)
• Give user a call to confirm identity
• If possible, remove account from the platform, and re-add.
• For approvers (probably temporary approval switch not possible): request account reset with RL support (second-line escalation)

“I lost my private key as an analyst, how do I regain access?”

• Ask admin or approver to close analyses for existing scripts
• Reconfigure account for analyst, and let them create a fresh approver key
• Let analyst re-record the script and have it approved.

“I lost my private key as an Approver, what should I do?”

• If possible, let other approvers/admins close the existing scripts
• Reach out to second-line support

“The login page is unavailable”

• Try to visit to the URL of the platform landing page to confirm if the issues can be reproduced

• Check uptime/logs

• If the issue is reproducible, escalate to second-line support

“Crandas error message after performing action X”

• Check for server downtime, diskspace or memory issues, or known bugs for which fixes are pending in a next release (see changelog)

• Check engine logs to reconstruct the sequence of events

• Check if local crandas version corresponds with engine version (check on platform)
• If possible, produce reproducer script using dummy data. Reach out to second-line support.

"Can't answer data request, error message 50x"

• Check error reporting from the platform, download error specification and check data for inconsistencies
• open browser console for details