Troubleshooting & Recovery

First steps for any problem

Is it just you? Try another browser or an incognito window, or ask a second user. Which environment? Confirm you're in Production vs. Sandbox. Recent change? If the problem began right after a change, that change is the prime suspect — and structural changes should have been Sandbox-tested first.

Common problems

Symptom Likely cause / first fix A user can't sign in Account inactive or wrong password — check the user and reset it (Managing Users). Reset / notification emails not arriving Outbound email or the Google connection — see Chapter 5 — Integrations. Calendar / Gmail not syncing Google authorization expired — re-authorize (Google, Email & Website Integrations). Someone sees too much or too little Role or team misconfigured — Roles, Teams & Permissions. Records "missing" Usually a filter or permission, not deletion — clear filters and check the user's role; if truly deleted, act fast (below). Certificate warning in the browser Flag it — see Backups & Updates. CRM slow or unreachable May be the server — escalate (below).

If data was deleted or badly changed

🚧Stop making changes. The fix is usually to restore from backup — a technical, time-sensitive operation. The sooner you raise it, the more recoverable it is. See Getting Help and Next Steps.

Recovery operations (technical — usually not you)

The deployment tooling can perform powerful recovery actions, listed here just so you know they exist:

Admin credential reset — regain admin access if locked out. Full reset / rebuild — tears the instance down and rebuilds it. This pagedestroys data and is beingonly written.safe with a good, recent backup.

⚠️ These are destructive, technical operations run via the CRM Builder tool by whoever maintains the deployment — not routine admin tasks. Never run a "full reset" to fix an everyday problem. If you think recovery is needed, escalate.

When you escalate

ItNote willexactly cover:what commonyou problemsdid, andwhat theiryou fixes,expected, what happened, the recovery options (with cautions)time, and howthe environment. Technical logs (server and API) are available to readwhoever logs.maintains the deployment.