While our team works as hard as possible to make sure that you never encounter an issue on the monday.com platform, we have a few tips to help as quickly as possible if you do. This article will walk you through the initial steps of troubleshooting an issue. Let's take a look! 🙌

 

 

Categories of issues

There are three categories of issues- the first is called a "board issue", the second is called an "automation issue", and the third is called an "integration issue". Here are quick descriptions of each so you can jump ahead to figure out what you need to include in your report for a speedy resolution:

 

Troubleshooting board issues

A board issue is an issue that was found on your board or in features of your board. Think items, subitems, columns, board views, etc. This category covers everything other than automations or integrations.

• What can I do to troubleshoot?

There are a few easy steps you can try to troubleshoot an issue happening on your board.

1. Check whether the issue is isolated to one board. And if it's only happening on one board, is it happening on one item or multiple items? 
2. If an issue happens on only one item, try duplicating the item. Does the same behavior occur on the duplicated item? The same goes for an issue with your board. Try duplicating it!
3. If duplicating resolves the issue, try working off of the duplicated board instead. 
4. If that does not work, try creating a brand new test item and check if the same behavior occurs on the new test item. The same goes for any issues with your board.
5. If the issue resolves on the new item or board, try working off of the new item/board. 
6. If that doesn't work, try a private/incognito browser window.
7. If the issue resolves while using a private/incognito browser window, you can resolve the issue altogether by clearing your cache in your browser.

 

Troubleshooting automation issues

• What is an automation issue?

An automation issue occurs with the automations on your board. The following scenarios are examples that qualify as automation issues:

1. If you are not able to set up an automation, and you receive a red banner notification directing you to reach out to support.
2. The automation fails to execute an action when triggered or executes an unintended action even though the automation is not disabled.
3. The automation disables itself and you have not exceeded your action limit for your plan.

• What can I do to troubleshoot?

Rebuilding the automation can often be a good first step! 

 

Troubleshooting integration issues

• What is an integration issue?

An integration issue occurs with the integrations on your board. Integrations can be with Gmail, Outlook, Slack, and many other third party applications.

The following scenarios are examples that qualify as integration issues:

1. If you are not able to set up an integration and you receive a red banner notification directing you to reach out to support.
2. The integration fails to execute an action when triggered or executes an unintended action.
3. The automation disables itself and you have not exceeded your action limit for your plan.

• What can I do to troubleshoot?

There are a few things that you can try. These steps commonly resolve issues:

1. Rebuilding the integration from scratch is a great first step.
2. Try re-entering your credentials for the integration by going through the steps to set up the integration as though for the first time. When you do, choose "Use another account" and this will re-authenticate your connection. This often resolves many integration issues.

If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.