Troubleshooting
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Vizion Platform Troubleshooting Best Practices
Document the Problem Clearly
Capture error messages, symptoms, affected users, and timestamps.
Consider using a report template to ensure all relevant details are recorded.
Reproduce the Issue
Attempt to recreate the problem in a controlled environment to better understand its behavior. Use “Login As.”
Reproducibility helps confirm root causes and test potential fixes safely.
Check Logs and Monitoring Tools
Review application, system, and security logs for anomalies or error codes.
Use performance monitoring tools to detect resource bottlenecks or service disruptions.
Isolate Variables
Determine whether the issue is local or system-wide, and identify any recent changes in software, updates, or configurations.
Use a methodical approach to rule out potential causes step by step.
Utilize Support Resources
Refer to official documentation, knowledge bases, and support forums.
Leverage OneVizion support or create a Case when internal resolution is insufficient.
Apply Fixes Cautiously
Test changes in a UAT environment before deploying to production.
Use version control and backup systems to enable rollback if needed.
Keep Users Informed
Communicate clearly with affected users about the issue status, estimated resolution time, and any required actions on their part.
Document the Resolution
Record the final diagnosis and solution in a central knowledge base.
This helps build a searchable archive for faster troubleshooting of future issues.
Conduct a Post-Incident Review
Analyze the root cause, response effectiveness, and potential preventive measures.
Use insights to improve future troubleshooting processes and system resilience.
Stay Updated
Keep software, dependencies, and administrator skills current with the latest patches, releases, and best practices.
Using “Login As”
Administrators may view their system as another user by clicking the drop-down arrow next to their username in the upper right corner of the page and selecting Login As...
This is a very handy feature for testing and for helping to diagnose and resolve system issues that other users might be having. It lets the Administrator log in as if they were the other user with that user’s security roles and permissions enabling them to see exactly what the other user sees.
If the user is designated a Superuser and has the ADMIN_LOGIN_AS security group they will be able to log into the system as a different user. A user can be granted Superuser rights within the Users page, by checking the Superuser checkbox.
Steps to use “Login As” | ||
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1 | Click the drop-down arrow next to your username in the upper right corner of the page and select Login As… | 
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2 | Your username will be in the User Field. To select another, click the ellipsis at the end of the User Field. |  |
3 | Select the radio button next to the User you want to login as, using the quick search at the top to narrow down the list as needed. Click OK. |  |
4 | Now the selected User displays. Click OK.
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5 | The Vizion Platform application will reload. In the top right the User’s name is now listed, with your username in parentheses. You will experience everything as the User you logged in as, including the Menu and user permissions. |  |
6 | To return to your account, go to the User Menu in the upper right corner of the page and click the Log Back in As. The screen will refresh, and you will be logged back into your account. |  |
Log Back in As
After being logged in using “Login As” for another user, users can quickly login back into their original account without logging out and manually logging back into the platform.
Performance Issues - Collect Performance Data
If your Vizion Platform system incurs performance issues, multiple diagnostic tools exist to assist with generating diagnostic data useful in helping a Delivery Manager troubleshoot the issue.
The nature of these issues can vary from case to case and may be difficult to pinpoint without these tools. Performance issues will typically fall into one of two types:
System-wide Performance Issues: If the issues appear to be system-wide, the Statspack report should be used to generate system-wide diagnostic information.
Individual-User Performance and Access Issues: If the issues appear to be limited to an individual user, the SQL Execution Plan - Performance Data should be utilized to generate diagnostic data and the Login-As feature can be used to troubleshoot access issues
System-wide Performance Issues
System-wide performance issues may stem from a variety of sources. If you think you might require support from the OneVizion DevOps teams in identifying the source of an issue, they will first ask you to generate a StatsPack report. This report includes a large collection of system statistics used in technical troubleshooting.
Steps to Run the StatsPack Report | ||
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1 | Navigate to the Run Reports page. | 
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2 | Within the Reports page, search for the Statspack report. | 
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3 | Configure the report with the desired Start and End Date and Time. These times will export system-wide diagnostic data for the entire timeframe. We advise limiting the timeframe for this report to two hours max. |  |
4 | Once the report has finished exporting, it can be used for investigation. |
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Individual User Performance
Sometimes issues may appear limited to a single user. Most often these issues are related to a user experiencing slow performance within various Application pages, or being unable to see pages they feel they should have access to. If a user is having performance issues, the first step we recommend is to clear the browser’s cache. If this does not help, collecting individual user performance data enables the administrative team to analyze diagnostic information and assist with issue resolution. To facilitate this, performance data should be captured, and the usage logs exported for further analysis.
Perform the following steps ONLY when a user is having system performance issues.
Users need the ADMIN_USERS_COLLECT_PERFORMANCE Security Group to have access to the Collect Performance Data checkbox.
Steps to Capture Performance Data | ||
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1 | Navigate to the Users page. |  |
2 | Select the relevant user. Click Edit. | |
3 | Under the General Info tab, check the Collect Performance Data checkbox. Click OK. | |
4 | Have the user perform the operations that are experiencing performance issues. The system will log performance data on the Usage Log page while the check box is checked. |
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5 | Repeat steps 1-3 to uncheck the Collect Performance Data checkbox once the user is done re-performing the operations, else the system will continue to collect logs and incur unnecessary workload. |
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Steps to Export Usage Logs | ||
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1 | Navigate to Admin Center > Audits & Logs > Usage Log | 
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2 | Enter the user’s name in the Quick Search to filter the page for the user experiencing issues. | |
3 | Adjust the View to ensure that all the available usage columns are included. | |
4 | Export the data from the grid page. See Exporting Trackor Grid Data and use the data to troubleshoot the issue. |
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5 | Make sure to disable the Collect Performance Data checkbox. Otherwise, the system will incur additional processing stress. |
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User Cannot See a Field
Typically when a user cannot see a field, it is because they do not have privilege to the tab where the field was added. Using field info (or from the Fields page) you can check the field’s Dependencies tab to see all of the tabs that include the field. Click the hyperlink for the tab to open the Edit Tab window. Now you can click the Role Privs tab to see if the appropriate Security Role has privileges for the tab. (The user also needs privileges for the related applet and Trackor Type).
Use Field’s Dependencies Tab to Access Role Privs for Tab
In addition, if the field is a relation (parent or child), the user needs relation type security group privileges in order to see or use the field.
Relation Security Group Privs Examples:
Without relation privs for the Contacts>Activity relation, the Activity Trackor General Info form shows the parent field Con:Contact Email, but without privs, the field is grayed out. Note that this overrides tab privs.
Read relation privilege allows you to see field entries for relation fields. In addition, hovering over the field label shows the relation involved.
Edit privs allows you to see and edit field entries for relation fields.
User Cannot Update a Field
For possible explanations, see Field Update Exceptions.
Why Do I see Lbl:XXX as a Label?
When new labels are added when a new field is created, there is lag between adding labels through the user interface until the label changes are automatically loaded into the labels cache on all web servers. In this lag period, a user accessing the platform through a web server which has not yet had the label cache updated will see the label shown as "Lbl:XXX" in their UI.
How to Recover Changes from Import or Rule Process
On occasion, Administrators may realize they need to back out of changes made from an Import or Rule process. Administrators need to make an educated decision about the best way to do this, but if a lot of changes were made and the mistake is realized quickly after the process finishes, Administrators can use the Vizion Platform Recover feature to recover these changes.
To recover changes from import or rule processes:
Access the rule or import history (click clock icon for the process record).
Click the Recover button on the Command Bar or ellipsis menu.
If you get a status of Recovered with Warnings, check the Recovery History (or Import Recovery History) to get details for the recovery.
Error with only “Error Report ID:” Due to VPN Features (NordVPN Threat Protection Service)
Users may experience errors in the format pictured below due to certain VPNs containing features (like NordVPN Threat Protection Service) that use the permission they are granted on install to inject JavaScript into the network requests from third party software (like the Vizion Platform). Fortunately, these errors can typically be clicked through and the Vizion Platform operates as expected; however, we recognize this is not optimal functionality. To avoid these errors, we recommend that users keep up to date on the latest version of their VPN software and, if necessary, disable the VPN features that are causing the errors.
Disabling NordVPN Threat Protection Features
If you use NordVPN, you can disable the Threat Protection features to prevent these potential errors. You can either turn off Threat Protection completely or just turn off “Advanced browsing protection” and “Ad and tracker blocker” on the Threat Protection settings tab.
We are working on preventing unnecessary errors and alerts and will have improvements in this area in an upcoming release.
SMS Issues
See Investigating SMS Issues on the SMS (Text Message) Notification page. Topics covered include:
VizionHub Module Runs: Is the Service Running?
VizionHub Module Logs: Check for Errors in the SMS-Notification Module Run
Notification Queue: Is the Notification Being Sent?
SSO Issues
See Investigating SSO Issues on the Single Sign-On (SSO) / Authentication Options page. Topics covered include:
Using the Usage Log to Check for Successful/Unsuccessful Authentication
List Users that Try or are Logged in withSSO
Reasons for Startup Errors
Generating Support Tickets
Vizion Platform Administrators are welcome to email requests for support to Support@OneVizion.com. Support tickets are managed within OneVizion’s Case Management System, OneTeam.
Once access to this system has been granted by your Delivery Manager, you may track progress on open cases on the Case Queue portal page.
