Troubleshooting

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Connection Issues

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Can’t Connect to EnSync

1. Verify credentials: Check appKey and appSecret are correct
2. Check network connectivity: Ensure you can reach EnSync broker
3. Verify firewall rules: Allow outbound connections
4. Check app status: Verify app hasn’t been deleted

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Frequent Disconnections

1. Check network stability: Unstable networks cause reconnections
2. Monitor connection events: Log disconnect reasons
3. Implement reconnection logic: SDK handles this automatically

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Permission Errors

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Can’t Publish Events

1. Check send permissions: View in EnSync Dashboard or via Get Permissions API
2. Update permissions: Update in EnSync Dashboard or via Update Permissions API

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Can’t Subscribe to Events

1. Check receive permissions: Verify your app has receive permission for the event path
2. Update permissions: Add the event path to receive array

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Using Logs Dashboard

• Connection events: When your app connects/disconnects
• Publish activity: Events your app publishes
• Subscribe activity: Events your app receives
• Errors: Failed operations with details
• Permission denials: Unauthorized access attempts

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Accessing Logs

1. Log in to EnSync Dashboard
2. Navigate to Logs section
3. Filter by:
   • AppKey
   • Event name
   • Time range
   • Error type

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Using Monitoring Dashboard

• Event throughput: Events per second
• Queue depth: Pending events
• Processing time: Average time to process
• Error rate: Failed events percentage
• Connection status: Active/inactive workers

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Setting Up Alerts

• High queue depth (events backing up)
• High error rate (processing failures)
• Connection failures (app offline)

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Getting Help

1. Check Logs dashboard: Review error messages and timestamps
2. Check Monitoring dashboard: Look for unusual metrics
3. Contact support: Email [email protected] with:
   • App name
   • Description of the issue
   • Error messages from logs
   • Timestamp when issue occurred
   • Steps to reproduce