> ## Documentation Index
> Fetch the complete documentation index at: https://docs.serviceplan-agents.com/llms.txt
> Use this file to discover all available pages before exploring further.

# When something goes wrong

> Which problems the Console reports, what an incident email says, and which button fixes each problem.

> [!NOTE]
>
> **In short:** Problems appear on the dashboard's page under **Needs your attention** and in the **History** tab under alerts. In addition, the person responsible (owner) receives an email. Every alert states when and why it occurred and offers a suitable action.

## What the Console reports

**Needs your attention** in the **Overview** tab collects all items that require action from you. Each item comes with a button that lets you respond directly.

| Problem | What happened | Button |
| - | - | - |
| **No new data** | A data area has not received any new data. It shows **Overdue**. | **Resume updates**, **Start updates** or **Refresh now** |
| **Data a section cannot display** | The section keeps its last data. All other sections stay up to date. | **Order the fix**: Alex receives all the information needed to fix it. |
| **Display error** | The daily display check detected an error. | **Order a fix**: you ask Alex to fix the error. |
| **Run time ending soon** | The dashboard has not received a refresh for a while. | **Extend by 90 days**: the run time is extended by another 90 days. |

These items wait for a decision from you. Leaving one does not break the dashboard.

> [!NOTE]
>
> **Screenshot needed:** the "Needs your attention" section with an alert and its button.

## The daily display check

Fresh data doesn't help if the dashboard can't display it. New figures can sometimes disturb a page that worked yesterday. That is why every live dashboard is opened every day the way readers see it. The check looks for errors and for sections that did not load.

The check costs you nothing. No credits are used and no coworker is involved.

```mermaid theme={"dark"}
%%{init: {'theme':'base', 'themeVariables': {'primaryColor':'#FFF5F5','primaryBorderColor':'#FF4B4F','primaryTextColor':'#141414','lineColor':'#FF4B4F','tertiaryColor':'#ffffff','fontSize':'14px'}}}%%
flowchart LR
    A["Daily check<br/>opens your dashboard"] --> B{"Does it<br/>display correctly?"}
    B -->|"Yes"| C["Nothing happens"]
    B -->|"No"| D["Alert in the Console<br/>and incident email"]
    D --> E["You order<br/>the fix"]
```

## The incident email

The subject starts with **Incident** (English) or **Störung** (German), for example `Incident: dashboard "Competitor radar" is not fully displayed`. The email is written in the language of your dashboard. It has these parts:

> [accordion] Incident
>
> What happened. Either the page did not finish loading, or part of it had an error. The email also says that the data itself is fine.

> [accordion] Impact
>
> What your readers see: a blank page, only part of the dashboard, or a named section that is empty or missing.

> [accordion] Since
>
> The time of the first failed check.

> [accordion] Next steps
>
> A recommendation and a short list of what you can do.

> [accordion] Technical details
>
> Error messages for the people who fix it. You can skip this part.

### What the recommendation means

> [tab] Order a fix
>
> The dashboard itself has an error. It will not fix itself. Open the dashboard's page and click **Order a fix** under **Needs your attention**. You see the cost estimate before you confirm. This is the most common case.

> [tab] Wait
>
> The page did not load. This may have been a brief glitch. Do nothing today. The check runs again the next day. If the problem is still there, the recommendation is to order a fix.

> [!NOTE]
>
> In the email, the function is called "Request a change". In the Console, use **Order a fix**. Alternatively, describe the problem yourself via **Ask for a change**.

### How often you hear about it

* **Once**, when a problem first appears.
* **Not again** while it lasts, even if the check keeps failing.
* **A reminder after 7 days**, if it is still there.

If the dashboard is fine again at the next check, you don't receive a separate email. Open the dashboard and check that it works again.

> [!TIP]
>
> For a test dashboard, you don't need to do anything. The email says so too.

## When a data area goes quiet

If a data area does not arrive on its cadence, it shows the status **Overdue** in the **Data** table. A short delay does not trigger anything yet. If the area stays quiet for longer, the person responsible receives an email ("A data feed of … has gone quiet"). It names the area and says how old the figures are. The dashboard stays online.

Under **Needs your attention**, you then see the matching button:

* **Resume updates**, if the area's refreshes are paused.
* **Start updates**, if they were never started or have ended.
* **Refresh now**, if the refreshes run but no new data arrived.

If an area is deliberately finished, such as last year's benchmark, end its refreshes with **Stop expecting updates**. See [Data areas and refreshes](https://docs.serviceplan-agents.com/en/live-apps/data-feeds.md).

## When the data doesn't exist

Coworkers never guess. An example: you request weekly electricity consumption by region. Hannah, however, only finds monthly figures by region. Instead of inventing numbers, she reports the gap and suggests using monthly figures. You then have three options:

* You agree.
* You switch the dashboard to monthly figures via a change.
* You provide your own table.

## What you can do next

> [card] [Requesting a live app](https://docs.serviceplan-agents.com/en/live-apps/ordering.md)
>
> How to request a change.

> [card] [Contact support](mailto:support@serviceplan-agents.com)
>
> Not sure what an alert means? Write to [support@serviceplan-agents.com](mailto:support@serviceplan-agents.com).


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