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Troubleshooting

Common issues and how to resolve them.

Connection Issues​

Source System Connection Failed​

Symptoms: You might see a "Connection failed" error when testing a source system, or sync jobs may fail consistently.

Solutions: First, verify your credentials. Ensure the username and password are correct and that API keys haven't expired; regenerate them if necessary. Next, check network access. Verify that firewall rules allow the connection, check if a VPN is required, and confirm that IP whitelisting is properly configured. Finally, validate connection parameters. Double-check the host, port, and database names for typos, and ensure SSL/TLS settings match the requirement.

Metadata Sync Partially Failed​

Symptoms: Sync completes with warnings, or some tables and schemas are missing from the catalog.

Solutions: Check the permissions of the service account in the source system to ensure it has the necessary access. Verify that schema access grants are correct, and review the sync job logs to identify specific error messages.

Quality Check Issues​

Check Failing Unexpectedly​

Symptoms: A previously passing check now fails, or the failure message doesn't seem to match the current state of the data.

Solutions: Check for data changes by reviewing if the source data format has changed, verifying that upstream pipelines ran successfully, or checking for schema modifications. Review the check configuration, as thresholds may need adjustment, date ranges might be incorrect, or the SQL syntax could have issues. Also consider timing issues—the check might be running before the data is fully loaded, so adjusting the schedule could resolve the problem.

Quality Score Not Updating​

Symptoms: The quality score remains static despite new check runs, or the dashboard shows stale data.

Solutions: Refresh the page or wait 5-10 minutes for the cache to clear. Also, verify that the checks are actually executing and not being skipped.

Search Issues​

Search Not Returning Expected Results​

Symptoms: Known products don't appear in search results, or the results seem incomplete.

Solutions: Wait for indexing, as new or recently modified items may take a few minutes to appear. Check your search scope to ensure you're in the correct space, keeping in mind that archived items are excluded by default. Try different keywords, using exact names instead of partial matches, and double-check your spelling.

Global Search Not Opening​

Symptoms: Pressing ⌘ K doesn't open the search bar.

Solutions: Ensure your focus is on the application and not inside a form field. Try clicking elsewhere on the page first, or refresh the page to reset the interface.

Access Issues​

Can't View a Product​

Symptoms: The product page shows "Access Denied" or the product doesn't appear in the catalog at all.

Solutions: Verify that you have access to the space where the product resides. Check if the product is archived, as it might be hidden. If needed, request access through the Access tab.

Access Request Stuck​

Symptoms: An access request has been pending for an extended time with no response from approvers.

Solutions: Contact the product owner or steward directly to follow up. If necessary, provide additional justification or escalate the request to your space admin.

Performance Issues​

Pages Loading Slowly​

Symptoms: You experience extended load times or timeouts on data-heavy pages.

Solutions: Check your network connection first. Try reducing the scope of your filters to display fewer products, clear your browser cache, or test with a different browser to rule out local issues.

Lineage Graph Not Rendering​

Symptoms: The graph area remains blank or the loading spinner persists indefinitely.

Solutions: Wait a bit longer, as large graphs take time to render. Try reducing the lineage depth (e.g., using :+1 instead of :+*), refresh the page, or check the browser console for any errors.

Data Display Issues​

Stale Data Displayed​

Symptoms: Information doesn't reflect known recent changes, or counts and metrics seem outdated.

Solutions: Refresh the page (⌘ R or F5). Check when the data was last synced to ensure it's current. If the issue persists, clear your browser cache.

Missing Schema Information​

Symptoms: A product shows no fields or columns, and the Schema tab is empty.

Solutions: Verify that the source system connection is active and trigger a metadata sync. Also, check if the product's source location is correctly configured.

Getting Help​

If these solutions don't resolve your issue:

Check platform status for any known outages. Contact your space admin, as they can assist with permissions and configuration. Review recent changes, since issues often correlate with recent modifications. Finally, gather information by collecting error messages, screenshots, and reproduction steps to help support teams diagnose the problem.