Common Issues and Troubleshooting

Solutions to frequently encountered problems and troubleshooting guide for ConductorQA platform issues.

Quick Problem Resolution

Most Common Issues

  1. Cannot access project or test suites → Permission Issues
  2. Test results not saving or appearing → Test Execution Problems
  3. API integration failing → API and Integration Issues
  4. Slow loading or performance issues → Performance Problems
  5. Team member invitation problems → Team Management Issues

Permission and Access Issues

Cannot Access Project

Problem: User receives “Access Denied” or cannot see expected projects

Troubleshooting Steps

  1. Verify Organization Membership

    • Check if user is member of correct organization
    • Confirm organization invitation was accepted
    • Review organization member list in settings

  2. Check Project Permissions

    • Verify user is added to specific project
    • Confirm appropriate role assignment (Viewer, Editor, Admin, Owner)
    • Review project member list and roles

  3. Account Verification

    • Ensure user has completed account verification
    • Check if account is active and not suspended
    • Verify email address matches invitation

Solutions

✅ Add user to project with appropriate role
✅ Resend organization invitation if needed
✅ Update user role if permissions insufficient
✅ Contact organization admin to verify membership

Missing Test Suites or Cases

Problem: Expected test suites or cases are not visible

Troubleshooting Steps

  1. Project Selection

    • Confirm correct project is selected
    • Check if tests belong to different project
    • Verify project switching in navigation

  2. Permission Level Check

    • Ensure user has at least Viewer permissions
    • Check if tests are archived or deleted
    • Verify suite/case visibility settings

  3. Filter and Search Settings

    • Clear any active filters
    • Check search terms and reset if needed
    • Review sorting and display options

Solutions

✅ Select correct project from project dropdown
✅ Clear filters and search terms
✅ Request elevated permissions from admin
✅ Check archived items section

Test Execution Issues

Test Results Not Saving

Problem: Test execution completes but results don’t appear or save

Troubleshooting Steps

  1. Browser and Network Issues

    • Check internet connectivity
    • Try refreshing the browser
    • Clear browser cache and cookies
    • Try different browser or incognito mode

  2. Session and Authentication

    • Verify user is still logged in
    • Check for session timeout
    • Re-authenticate if needed

  3. Data Validation

    • Ensure all required fields are completed
    • Check for invalid characters in text fields
    • Verify file uploads are within size limits

Solutions

✅ Refresh page and retry saving
✅ Log out and log back in
✅ Complete all required fields
✅ Use different browser if issues persist

Test Execution Errors

Problem: Tests fail to start or execute properly

Common Causes and Solutions

Test Suite Configuration Issues

Problem: Suite won't execute
Solution: 
- Check suite has active test cases
- Verify suite permissions and settings
- Confirm prerequisite steps are documented

Test Case Step Problems

Problem: Cannot proceed with test steps  
Solution:
- Review step instructions for clarity
- Check if test data is available
- Verify environment setup requirements

Test Run Creation Failures

Problem: Cannot create new test run
Solution:
- Check project permissions (Editor role required)
- Verify suite selection and configuration
- Ensure test cases are not archived

Performance During Test Execution

Problem: Slow response times or timeouts during test execution

Optimization Steps

  1. Reduce Concurrent Operations

    • Limit number of simultaneous test runs
    • Execute tests in smaller batches
    • Schedule large test runs during off-peak hours

  2. Optimize Test Data

    • Reduce artifact file sizes (screenshots, videos)
    • Use compressed image formats
    • Limit log file sizes in test results

  3. Browser Optimization

    • Close unnecessary browser tabs
    • Disable browser extensions during testing
    • Use latest browser version

API and Integration Issues

API Authentication Failures

Problem: API requests return 401 Unauthorized or 403 Forbidden errors

Troubleshooting Steps

  1. API Key Validation

    • Verify API key format: cqa_live_...
    • Check key hasn’t been revoked or expired
    • Confirm key has access to target project

  2. Request Format

    • Ensure proper Authorization header: Bearer YOUR_API_KEY
    • Verify Content-Type: application/json
    • Check request URL format and endpoints

  3. Project Permissions

    • Confirm API key has project access
    • Verify read/write permissions as needed
    • Check project ID in request URL

Common API Errors and Solutions

401 Unauthorized

{
  "error": "Invalid API key",
  "code": "INVALID_API_KEY"
}

Solution: Check API key format, validity, and authorization header

403 Forbidden

{
  "error": "Insufficient permissions", 
  "code": "PROJECT_ACCESS_DENIED"
}

Solution: Verify API key has access to the specific project

429 Rate Limited

{
  "error": "Rate limit exceeded",
  "code": "RATE_LIMIT_EXCEEDED"  
}

Solution: Reduce request frequency or contact support for higher limits

Integration Setup Problems

Problem: CI/CD integration not working or reporting results incorrectly

Troubleshooting Steps

  1. Environment Variables

    • Verify all required environment variables are set
    • Check variable names match exactly (case-sensitive)
    • Ensure variables are accessible in CI/CD environment

  2. Network Connectivity

    • Test API connectivity from CI/CD environment
    • Check firewall rules and proxy settings
    • Verify DNS resolution for api.conductorqa.com

  3. Result Format Validation

    • Ensure test results match expected JSON schema
    • Verify test case names and identifiers
    • Check required fields are included

Integration Health Check Script

#!/bin/bash
echo "Testing ConductorQA Integration..."

# Test API connectivity
curl -f -H "Authorization: Bearer $CONDUCTORQA_API_KEY" \
     "$CONDUCTORQA_BASE_URL/projects/$CONDUCTORQA_PROJECT_ID" \
     && echo "✅ API connectivity successful" \
     || echo "❌ API connectivity failed"

# Test result reporting
curl -f -X POST \
     -H "Authorization: Bearer $CONDUCTORQA_API_KEY" \
     -H "Content-Type: application/json" \
     -d '{"name":"Health Check","results":[]}' \
     "$CONDUCTORQA_BASE_URL/projects/$CONDUCTORQA_PROJECT_ID/test-runs" \
     && echo "✅ Result reporting working" \
     || echo "❌ Result reporting failed"

Performance and Loading Issues

Slow Page Loading

Problem: ConductorQA interface loads slowly or times out

Troubleshooting Steps

  1. Browser Optimization

    • Clear browser cache and cookies
    • Disable ad blockers and extensions temporarily
    • Try different browser or incognito mode

  2. Network Diagnostics

    • Test internet connection speed
    • Check for network proxy or VPN issues
    • Try accessing from different network

  3. Data Volume Considerations

    • Large projects with many test cases load slower
    • Archive old test runs and results
    • Use filtering to reduce displayed data

Performance Optimization Tips

✅ Archive completed test runs older than 90 days
✅ Use project filters to view specific test suites
✅ Limit artifact sizes (images, videos, logs)
✅ Schedule large operations during off-peak hours

Dashboard Loading Issues

Problem: Analytics dashboard doesn’t load or shows incorrect data

Common Causes and Solutions

Data Processing Delays

  • Cause: Large datasets require processing time
  • Solution: Wait for data processing to complete, refresh after few minutes

Date Range Issues

  • Cause: Too large date range selected
  • Solution: Reduce date range to last 30-90 days for better performance

Browser Compatibility

  • Cause: Older browsers may not support dashboard features
  • Solution: Use modern browser (Chrome, Firefox, Safari, Edge)

Team Management Issues

Team Member Invitations

Problem: Team members cannot receive or accept invitations

Troubleshooting Steps

  1. Email Delivery Issues

    • Check spam/junk folders
    • Verify email address spelling
    • Check corporate email filters
    • Try resending invitation

  2. Invitation Link Problems

    • Ensure link hasn’t expired (7-day limit)
    • Try copying link to different browser
    • Check for email client link modification
    • Request new invitation if needed

  3. Account Creation Issues

    • Verify email domain is allowed
    • Check password requirements
    • Ensure account doesn’t already exist
    • Try different email address if problems persist

Permission Management Problems

Problem: Team member permissions not working as expected

Permission Hierarchy Review

Organization Owner → Full access to everything
Organization Admin → Manage organization, cannot access billing
Organization Member → Access to assigned projects only

Project Owner → Full project control including deletion  
Project Admin → Manage project members and tests
Project Editor → Create/modify tests and execute test runs
Project Viewer → Read-only access to tests and results

Troubleshooting Permission Issues

  1. Role Verification

    • Check user’s organization role
    • Verify project-specific role assignment
    • Confirm role inheritance is working correctly

  2. Permission Conflicts

    • Higher-level roles override lower-level permissions
    • Organization-level restrictions apply to all projects
    • Custom permissions may override default roles

  3. Cache and Sync Issues

    • Log out and log back in to refresh permissions
    • Check if permission changes need time to propagate
    • Clear browser cache if permissions seem stale

Data and Synchronization Issues

Test Data Not Syncing

Problem: Changes made by one user don’t appear for others

Troubleshooting Steps

  1. Browser Refresh

    • Hard refresh (Ctrl+F5 or Cmd+Shift+R)
    • Clear browser cache
    • Try different browser

  2. Real-time Updates

    • Check internet connectivity
    • Verify WebSocket connections aren’t blocked
    • Try logging out and back in

  3. Concurrent Editing

    • Check if multiple users are editing same content
    • Look for conflict resolution messages
    • Coordinate editing with team members

Missing or Corrupted Data

Problem: Test cases, results, or other data appears missing or incorrect

Data Recovery Steps

  1. Check Archive/Trash

    • Look in archived items section
    • Check if data was accidentally deleted
    • Review deletion logs in project history

  2. Version History

    • Check if previous versions are available
    • Review edit history for test cases
    • Look for backup or snapshot options

  3. Contact Support

    • Provide specific details about missing data
    • Include timestamps and user information
    • Request data recovery assistance

Browser and Compatibility Issues

Supported Browsers

Fully Supported

  • Chrome 90+ (recommended)
  • Firefox 88+
  • Safari 14+
  • Microsoft Edge 90+

Limited Support

  • Internet Explorer - Not supported
  • Mobile browsers - View-only functionality

Common Browser Issues

JavaScript Errors

Problem: Features not working, console errors
Solution:
- Enable JavaScript in browser settings
- Disable conflicting browser extensions
- Update browser to latest version

Cookie/Storage Issues

Problem: Cannot stay logged in, settings don't save
Solution:  
- Enable cookies and local storage
- Check privacy settings aren't too restrictive
- Add conductorqa.com to allowed sites

Display Problems

Problem: Layout broken, elements overlapping
Solution:
- Check browser zoom level (100% recommended)
- Clear browser cache and refresh
- Try browser in incognito/private mode

Getting Additional Help

Self-Service Resources

Documentation

  • User Guide: Comprehensive feature documentation
  • API Documentation: Integration and automation guides
  • Video Tutorials: Step-by-step visual guides
  • Community Forum: Peer support and discussions

Diagnostic Tools

Browser Console Inspection

  1. Open browser developer tools (F12)
  2. Check Console tab for JavaScript errors
  3. Look for network errors in Network tab
  4. Screenshot errors for support requests

System Information Collection

  • Browser name and version
  • Operating system details
  • Screen resolution and zoom level
  • Internet connection type and speed

Contacting Support

When to Contact Support

  • Cannot resolve issue using troubleshooting guide
  • Experiencing data loss or corruption
  • API integration failing after following documentation
  • Performance issues affecting team productivity

Information to Include

  1. Problem Description

    • What you were trying to do
    • What actually happened
    • Error messages (exact text or screenshots)

  2. Environment Details

    • Browser and version
    • Operating system
    • Network environment (corporate, home, etc.)

  3. Steps to Reproduce

    • Detailed step-by-step reproduction steps
    • Frequency of occurrence
    • Workarounds attempted

  4. Impact Assessment

    • Number of users affected
    • Business impact (critical, high, medium, low)
    • Urgency level

Support Channels

  • Help Center: In-app help and knowledge base
  • Email Support: Detailed technical issues
  • Live Chat: Quick questions and guidance
  • Community Forum: Peer support and best practices

Preventive Measures

Best Practices to Avoid Issues

Regular Maintenance

  • Archive Old Data: Keep active dataset manageable
  • Update Browser: Use latest supported browser versions
  • Review Permissions: Audit team access quarterly
  • Backup Important Data: Export critical test cases regularly

Team Training

  • New User Onboarding: Proper introduction to platform
  • Regular Training Updates: Keep team current on features
  • Documentation Updates: Maintain team-specific procedures
  • Change Management: Communicate platform updates to team

System Monitoring

  • Performance Monitoring: Track page load times and responsiveness
  • Integration Health: Monitor API success rates
  • Error Tracking: Log and address recurring issues
  • Usage Analytics: Understand team usage patterns

Still need help? If you cannot resolve your issue using this guide, please contact support with detailed information about the problem, including screenshots and steps to reproduce the issue.

Last updated: August 28, 2025

Tags

troubleshooting support issues solutions

On this page