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

# Troubleshooting

> Diagnosing the most common problems, from the alert that never arrives to the incident that never closes.

Start by identifying **where in the flow** things stop. That narrows the diagnosis to one specific page.

```mermaid theme={null}
flowchart TD
  A["Did the tool send the alert?"] -->|no| A1["Alert not received"]
  A -->|"yes, but it errored"| A2["Webhook error"]
  A -->|"yes, 202"| B["Was an incident created?"]
  B -->|no| B1["Alert without incident"]
  B -->|yes| C["Was anyone notified?"]
  C -->|"no responder"| C1["No on-call user"]
  C -->|"owner set, no notification"| C2["Notification not received"]
  C -->|yes| D["Did the incident close by itself?"]
  D -->|no| D1["No auto-resolution"]
```

## By symptom

<Columns cols={2}>
  <Card title="The alert never reached aciona.me" icon="unplug" horizontal href="/en/troubleshooting/alert-not-received">
    No record from the tool shows up in the dashboard.
  </Card>

  <Card title="The webhook returned an error" icon="circle-x" horizontal href="/en/troubleshooting/webhook-error">
    401, 403, 404, 400, 413 — each code has a specific cause.
  </Card>

  <Card title="Alert arrived, no incident" icon="ghost" horizontal href="/en/troubleshooting/alert-without-incident">
    It returned 202 but nothing appeared under Incidents.
  </Card>

  <Card title="Nobody got notified" icon="bell-off" horizontal href="/en/troubleshooting/notification-not-received">
    The incident exists, but the phone never rang.
  </Card>

  <Card title="No on-call user found" icon="user-x" horizontal href="/en/troubleshooting/no-on-call-user">
    Incident created with no owner.
  </Card>

  <Card title="It did not auto-resolve" icon="triangle-alert" horizontal href="/en/troubleshooting/no-auto-resolution">
    The problem passed, but the incident is still open.
  </Card>
</Columns>

## First checks

Before diving into any page, confirm these four points — they solve most cases:

<Steps>
  <Step title="The alert source is active">
    Inactive sources reject alerts with `403`.
  </Step>

  <Step title="The token is correct">
    If the token was rotated, the external tool needs updating.
  </Step>

  <Step title="The service exists and has a responsible team">
    Auto-registered services start with no team.
  </Step>

  <Step title="The team has an active schedule with valid participants">
    Without it, there is nobody to page.
  </Step>
</Steps>