Skip to main content

Troubleshooting Common Issues

This guide helps you resolve common issues you might encounter while using sc.sb. Follow these troubleshooting steps to identify and resolve problems quickly.

Login and Authentication Issues​

Cannot Access the Platform​

Symptoms:

  • "Access Denied" error when trying to log in
  • Redirected to login page repeatedly
  • "Invalid Tenant" error message

Solutions:

  1. Verify Organization Access - Contact your administrator to confirm your organization has sc.sb access
  2. Check Azure AD Credentials - Ensure your username and password are correct
  3. Clear Browser Cache - Clear cookies and cached data for the sc.sb domain
  4. Try Different Browser - Test with a different browser or incognito mode
  5. Check Network Connection - Ensure you have a stable internet connection

Multi-Factor Authentication (MFA) Issues​

Symptoms:

  • MFA prompts not appearing
  • MFA codes not working
  • Stuck on MFA verification screen

Solutions:

  1. Check MFA App - Ensure your MFA app is working and synced
  2. Try Alternative Method - Use backup codes or alternative MFA method
  3. Contact Administrator - Request MFA reset if needed
  4. Wait and Retry - Sometimes MFA systems have temporary delays

Session Expiration​

Symptoms:

  • Automatically logged out during use
  • "Session expired" error messages
  • Need to re-authenticate frequently

Solutions:

  1. Check Session Timeout - Your organization may have short session timeouts
  2. Stay Active - Keep the LaunchPad open and active
  3. Use "Remember Me" - If available, use persistent login options
  4. Contact Administrator - Request longer session timeouts if needed

Service Access Issues​

Services Not Appearing in Dashboard​

Symptoms:

  • Dashboard shows no available services
  • Expected services are missing
  • Services disappeared after login

Solutions:

  1. Check Group Membership - Verify you're in the correct Azure AD groups
  2. Wait for Sync - Group changes can take up to 24 hours to sync
  3. Refresh Dashboard - Try refreshing the page or logging out and back in
  4. Contact Administrator - Request access to needed services
  5. Check Service Status - Services may be temporarily unavailable

"Access Denied" for Specific Services​

Symptoms:

  • Can see service but cannot access it
  • "Permission denied" error messages
  • Service appears but is not clickable

Solutions:

  1. Verify Permissions - Check if you have the correct permission level
  2. Check Service Status - Service may be down or under maintenance
  3. Review Access Conditions - Ensure you meet all access requirements
  4. Contact Support - Report persistent access issues

Service Status Issues​

Symptoms:

  • Services showing as unavailable (red status)
  • Services showing warnings (orange status)
  • Inconsistent service availability

Solutions:

  1. Check Service Status - Review detailed status information
  2. Verify Connection - Ensure you're using the recommended connection type
  3. Check Regional Access - Verify service is available in your region
  4. Review Device Compatibility - Ensure your device is compatible
  5. Contact Support - Report service availability issues

Connection and Network Issues​

Connection Type Problems​

Symptoms:

  • Stuck on "External Connection" status
  • Cannot connect through preferred method
  • Connection status not updating

Solutions:

  1. Check Network Settings - Verify your network configuration
  2. Try Different Connection - Test alternative connection methods
  3. Restart Network Services - Restart your network adapter or router
  4. Check Firewall Settings - Ensure sc.sb traffic is not blocked
  5. Contact IT Support - Get help with network configuration

Slow Performance​

Symptoms:

  • Dashboard loads slowly
  • Services respond slowly
  • Timeout errors during use

Solutions:

  1. Check Connection Type - Use recommended connection method
  2. Test Network Speed - Verify your internet connection speed
  3. Close Other Applications - Free up bandwidth and system resources
  4. Try Different Time - Network performance may vary by time of day
  5. Contact Support - Report persistent performance issues

VPN Connection Issues​

Symptoms:

  • Cannot connect through Cloudflare WARP
  • VPN disconnects frequently
  • Services not accessible through VPN

Solutions:

  1. Update VPN Client - Ensure you have the latest version
  2. Check VPN Settings - Verify configuration is correct
  3. Try Different Server - Connect to a different VPN server
  4. Restart VPN Service - Restart the VPN client
  5. Contact VPN Support - Get help with VPN-specific issues

Browser and Technical Issues​

Browser Compatibility​

Symptoms:

  • Dashboard not displaying correctly
  • Features not working as expected
  • JavaScript errors in browser console

Solutions:

  1. Update Browser - Use the latest version of your browser
  2. Enable JavaScript - Ensure JavaScript is enabled
  3. Disable Extensions - Try disabling browser extensions
  4. Clear Browser Data - Clear cache, cookies, and site data
  5. Try Different Browser - Test with Chrome, Firefox, or Edge

Mobile Device Issues​

Symptoms:

  • Dashboard not working on mobile
  • Touch interactions not responding
  • Layout issues on small screens

Solutions:

  1. Update Mobile Browser - Use the latest mobile browser version
  2. Check Screen Orientation - Try rotating your device
  3. Clear Mobile Cache - Clear browser data on your mobile device
  4. Try Desktop Mode - Use desktop mode if available
  5. Contact Support - Report mobile-specific issues

JavaScript Errors​

Symptoms:

  • Console errors in browser developer tools
  • Features not working
  • Page not loading completely

Solutions:

  1. Check Console - Look for specific error messages
  2. Disable Ad Blockers - Ad blockers may interfere with functionality
  3. Check Network Tab - Look for failed network requests
  4. Try Incognito Mode - Test without extensions or cached data
  5. Report Errors - Contact support with specific error details

Data and File Issues​

File Upload Problems​

Symptoms:

  • Files not uploading
  • Upload progress stuck
  • "File too large" errors

Solutions:

  1. Check File Size - Ensure file is within size limits
  2. Check File Type - Verify file type is supported
  3. Try Smaller Files - Test with smaller files first
  4. Check Network Connection - Ensure stable connection during upload
  5. Contact Support - Report persistent upload issues

Data Sync Issues​

Symptoms:

  • Changes not syncing across devices
  • Data appears outdated
  • Sync errors or warnings

Solutions:

  1. Wait for Sync - Allow time for data to sync
  2. Refresh Dashboard - Manually refresh to get latest data
  3. Check Connection - Ensure stable network connection
  4. Clear Cache - Clear browser cache and try again
  5. Contact Support - Report sync issues

Getting Help and Support​

Self-Service Resources​

Available Resources:

  • This troubleshooting guide
  • Platform documentation
  • FAQ and knowledge base
  • Community forums and discussions

How to Use:

  • Search for your specific issue
  • Follow step-by-step solutions
  • Check for updates and new solutions
  • Contribute to community knowledge

Contacting Support​

When to Contact Support:

  • Issues persist after trying troubleshooting steps
  • Security concerns or suspicious activity
  • Service outages or widespread problems
  • Questions not covered in documentation

How to Contact Support:

  1. Use Built-in Support - Look for support options in the LaunchPad
  2. Contact Administrator - Reach out to your organization's admin first
  3. Submit Support Ticket - Use official support channels
  4. Provide Details - Include specific error messages and steps to reproduce

Information to Provide​

When Reporting Issues:

  • Error Messages - Exact text of any error messages
  • Steps to Reproduce - Detailed steps that led to the issue
  • Browser Information - Browser type, version, and operating system
  • Network Details - Connection type and any network issues
  • Screenshots - Visual evidence of the problem

Prevention and Best Practices​

Regular Maintenance​

Preventive Measures:

  • Keep your browser updated
  • Clear browser cache regularly
  • Use recommended connection methods
  • Monitor service status regularly

Security Best Practices​

Security Measures:

  • Always sign out when finished
  • Use secure network connections
  • Report suspicious activity immediately
  • Keep your devices updated and secure

Performance Optimization​

Performance Tips:

  • Use recommended connection types
  • Close unnecessary browser tabs
  • Ensure stable internet connection
  • Use compatible devices and browsers

Emergency Procedures​

Security Incidents​

If You Suspect a Security Issue:

  1. Immediate Action - Sign out immediately
  2. Secure Account - Change your password if possible
  3. Report Incident - Contact your administrator and support
  4. Document Details - Record what you observed
  5. Follow Instructions - Cooperate with incident response

Service Outages​

During Widespread Outages:

  1. Check Status - Look for official status updates
  2. Be Patient - Allow time for services to be restored
  3. Avoid Repeated Attempts - Don't repeatedly try to access services
  4. Stay Informed - Monitor official communications
  5. Report Issues - Contact support if problems persist

Next Steps​

Most issues can be resolved using these troubleshooting steps. If problems persist, don't hesitate to contact support for assistance.