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Something’s not working, and it’s not obvious why. This is where advanced troubleshooting comes in. We’ll teach you how to dig into logs, run diagnostics, and solve problems like a detective.
Settings Location: Navigate to Control Room > Settings > Advanced Features & Workflows > Advanced Troubleshooting to access debugging tools.

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Before You Start

Try the simple stuff first:

Refresh Page

Clear your browser cache, do a hard refresh (Ctrl+Shift+R)

Check Basics

Is your internet working? Can you access other sites?

Try Different Browser

Try Chrome, Firefox, or Safari to rule out browser issues

Check Status Page

Is Nudj having issues? Check our status page
If none of that works, continue to advanced diagnostics.

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System Diagnostics

Run a quick health check:
1

Go to Diagnostics

Settings > Advanced Troubleshooting > Run Diagnostics
2

Wait for Results

Check takes 1-2 minutes, runs tests on all system components
3

Review Results

Green = working, Yellow = possible issues, Red = problems
4

Check Details

Click each result to see what was tested and why
Diagnostics check:
  • Database connectivity
  • API responsiveness
  • File storage
  • Email delivery
  • External integrations
  • Webhooks

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Activity Logs

See what’s happening in your system:
When did user X do action Y? See login times, content creation, settings changes. Useful for tracking user behavior or finding when something broke.
Who made settings changes and when? Track which admin did what, see configuration changes and reversions.
API requests/responses, integrations, webhooks. Useful for debugging integrations or API issues.
Platform-level events, errors, performance metrics. Most detailed but hardest to read.

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Reading Logs

Logs show: 
[Timestamp] [Level] [Component] [Message]

2025-01-30 14:23:45 ERROR api/users User 12345 failed to login - invalid password
2025-01-30 14:24:12 WARNING integrations Slack webhook timeout after 30s
2025-01-30 14:25:00 INFO challenges Challenge 789 created by user 456
Timestamp = When it happened Level = Severity (INFO/WARNING/ERROR/CRITICAL) Component = What part of the system Message = What happened Look for ERROR and WARNING entries first.

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Debugging Common Issues

“Users can’t log in”
  1. Check API logs for authentication errors
  2. Review admin logs for recent auth config changes
  3. Check email logs if password reset isn’t working
  4. Verify SMTP settings if email delivery is blocked
“Challenge isn’t showing up”
  1. Check user’s activity logs—did they have permission?
  2. Verify challenge status (draft vs. live)
  3. Check challenge’s targeting rules—is user excluded?
  4. Review system logs for creation errors
“Integrations not working”
  1. Go to Custom Integrations page
  2. Check connection status for the integration
  3. Review API logs for failed requests
  4. Verify API credentials are still valid
“Performance is slow”
  1. Check system logs for resource warnings
  2. Run diagnostics—see if any components are struggling
  3. Reduce scope (limit number of results, add filters)
  4. Contact support if diagn

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Error Messages & Solutions

Something went seriously wrong on our side. Check system logs, restart if needed, contact support if it persists.
Request took too long. Usually integration or large data export. Try again, reduce scope if still slow.
User doesn’t have access. Check user role and community permissions.
Resource doesn’t exist. Was it deleted? Did the URL change?
You entered data in the wrong format. Check error details for what field is wrong.

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Debug Mode

Enable debug mode for extra logging: 
Settings > Advanced Troubleshooting > Debug Mode
When enabled:
  • Extra logging for every action
  • More detailed error messages
  • API request/response bodies logged
  • Performance metrics captured
Warning: Debug mode generates a LOT of logs and can impact performance. Enable only when troubleshooting, disable after.

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Collecting Information for Support

When contacting support, provide:

Timestamp

When did the issue occur?

Affected User/Community

Which user or community?

Steps to Reproduce

Exactly what did you do?

Error Message

What’s the exact error text?

Logs

Paste relevant log entries

Browser Info

What browser/OS are you using?
The more details, the faster we can help.

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Performance Optimization

If things are slow: Reduce Query Scope
  • Filter by date range (last 30 days vs. all time)
  • Limit results (show 10 vs. 10,000)
  • Search instead of browsing everything
Clear Cache
  • Browser cache (Ctrl+Shift+Delete)
  • Cloudflare cache (if using)
  • Application cache (Settings > Diagnostics)
Monitor Resource Usage
  • Check system logs for CPU/memory warnings
  • If overloaded, reduce concurrent users or operations
  • Contact support if consistently near limits

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Rollback & Recovery

Made a change that broke something?
1

Identify Change

What setting did you change?
2

Check Admin Logs

When was it changed? Can you reverse it?
3

Rollback

Change the setting back to previous value
4

Verify

Test that the issue is fixed
Most issues are reversible if you act quickly.

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When to Contact Support

Contact us if:
  • Diagnostics show RED status
  • You’ve tried basic troubleshooting and it’s still broken
  • Error messages aren’t clear
  • You need help reading logs
  • Performance issues persist after optimization
Provide: Timestamp, affected user/community, steps to reproduce, relevant logs, browser info.
Pro tip: Run diagnostics weekly even if everything seems fine. Catch issues early before they affect users.
Important: Don’t share API keys, OAuth tokens, or passwords in logs. Redact sensitive data before sending to support.

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Next Steps

  1. Run diagnostics to get a baseline
  2. Familiarize yourself with log types
  3. Practice reading logs on non-critical items
  4. Set up weekly diagnostic checks
  5. Save important logs for historical reference
Good troubleshooting is like detective work. Gather clues, eliminate possibilities, find the root cause.