# Troubleshooting

> Diagnose and resolve common platform issues. Use when a user reports something not working — login failures, sync errors, slow performance, or API connection problems.

- Skill: `wso2/troubleshooting` (Agent Skill, multi-file: 3 files)
- Install (CLI): `npx skillmds@latest add wso2/troubleshooting`
- Raw SKILL.md: https://api.skillmd.com/api/skills/wso2/troubleshooting/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: AI & ML
- Author: wso2 (https://skillmd.com/u/wso2)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/wso2/troubleshooting

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# Troubleshooting

Follow these steps when a user reports a platform issue.

## Step 1: Classify the issue

Ask the user what they're experiencing, then classify into one of these categories:

| Symptom | Category |
|---|---|
| Can't log in, password reset not working, MFA issues | Authentication |
| Data not syncing, stale data, missing updates | Sync |
| Slow page loads, timeouts, high latency | Performance |
| API errors, webhook failures, integration issues | API & Integrations |

## Step 2: Diagnose

Read the appropriate reference for the category:

- Authentication issues → [authentication troubleshooting](references/authentication.md)
- Sync issues → [sync troubleshooting](references/sync.md)
- Performance or API issues → ask the user to share any error messages or codes, and proceed with general guidance.

## Step 3: Respond

- Walk the user through the resolution steps from the reference.
- If the issue doesn't match any known pattern, recommend the user contact support@acmecloud.example.com with their account ID and a description of the problem.