19. Diagnosing problems¶
Part 19
What users report, and which admin page is actually responsible.
The user says |
Real cause |
Where you fix it |
|---|---|---|
No entitled products are available |
The account has no product granted, or the product is disabled organisation-wide. |
Entitlements — both gates (7.2 and 7.3). |
Account is locked |
Five failed sign-ins. Often a stale saved password on a phone. |
It clears itself after 15 minutes. Unlock early only if they cannot wait (5.3). Repeat offenders: check the Login attempts limit (8.3). |
I never got the reset email |
SMTP not configured, or mail going to spam. |
Mail (Part 11). Add SPF and DKIM in DNS if it is a spam problem. |
I cannot create a workspace — no buckets |
QuantaDrive storage is unconfigured. |
Products → QuantaDrive → Storage Access (13.1). |
Box is not available yet |
The connector is switched off. |
Admin → Connectors (Part 16). |
No preview available |
File type not enabled, or over the size limit. |
Preview & Limits (14.1). |
Uploads are being rejected under load |
The upload admission ceiling is reached. |
Preview & Limits → Limits & Concurrency (14.2). Watch memory after raising it. |
My sync stopped |
Usually the desktop app; sometimes the service. |
Sync Monitoring (15.4) tells you which. |
QuantaGrid stopped listing buckets |
Temporary SSO credentials expired, or static keys were rotated. |
Storage Access → check the status badge (13.3). |
Everyone was signed out |
Session or idle timeout lowered, or the sign-in method changed. |
Session Policy (8.1) or Product Login (Part 04). |
An unexpected error occurred |
A sanitised message; the real cause is server-side. |
Get the timestamp from the user, then match it in Session History (Part 10) and the service logs. |
Cognito is not configured / unreachable |
SaaS user management cannot work. |
The message names the missing setting (5.6). |
A page vanished from my admin sidebar |
The product was disabled, so its block is hidden. |
Entitlements (7.2). |
19.1. Two rules that save time¶
Get the exact wording and the exact time. QuantaCloud’s messages are specific; a paraphrase throws that away.
Ask whether it affects one person or everyone. One person is an account or a device. Everyone is a platform setting you changed — start with what you changed most recently.