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Comprehensive troubleshooting guides and solutions for common Copilot system issues.

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Troubleshooting Categories

Connection Issues

Network connectivity, device communication, and integration problems

Performance Problems

System performance, latency, and resource utilization issues

Error Codes

Complete reference of error codes, meanings, and resolution steps

Logs & Diagnostics

System logs, diagnostic tools, and monitoring capabilities

Support Resources

Getting help, support contacts, and escalation procedures

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Quick Diagnostic Steps

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Initial System Check

  1. System Status: Check overall system health indicators
  2. Network Connectivity: Verify network connections and device reachability
  3. Resource Usage: Monitor CPU, memory, and storage utilization
  4. Service Status: Confirm all Copilot services are running properly

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Common Issues Resolution

  1. Verify device power and network connectivity 2. Check device IP address and port configuration 3. Test network connectivity using ping or telnet 4. Review device authentication settings 5. Check firewall rules and network security settings
  1. Monitor system resource usage (CPU, RAM, storage) 2. Check network bandwidth and latency 3. Review polling intervals and data collection frequency 4. Optimize database queries and indexing 5. Consider system scaling or hardware upgrades
  1. Verify username and password credentials 2. Check certificate validity and expiration dates 3. Confirm API keys are active and have proper permissions 4. Review device-specific authentication requirements 5. Check for account lockouts or security policy violations
  1. Verify data source configuration and connectivity 2. Check polling schedules and collection intervals 3. Review data mapping and transformation rules 4. Monitor for data format changes from source systems 5. Validate storage capacity and database performance
  1. Follow systematic diagnostic procedures 2. Document all symptoms and error messages 3. Check recent system changes or updates 4. Review system and application logs 5. Contact support if issues persist
  1. Verify third-party API endpoints and credentials 2. Check integration protocol compatibility 3. Review data format and schema requirements 4. Monitor API rate limits and quotas 5. Test with integration diagnostic tools
For more complex issues, refer to the detailed troubleshooting sections or contact support with the diagnostic information outlined below.

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Diagnostic Tools

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Built-in Diagnostics

System Health Monitor
  • Real-time system status dashboard
  • Resource utilization graphs and alerts
  • Service status indicators
  • Network connectivity tests
Connection Tester
  • Device connectivity validation
  • Protocol-specific communication tests
  • Authentication verification
  • Data point validation
Log Viewer
  • Centralized log viewing and filtering
  • Real-time log streaming
  • Log level configuration
  • Export capabilities for analysis

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External Tools

Network Diagnostics
  • Use ping to test basic connectivity
  • Use telnet to test specific port connectivity
  • Use nmap to scan for available devices
  • Use wireshark for packet analysis

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Support Resources

When contacting support, include system logs, error messages, and configuration details to expedite resolution.

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Information to Gather

Before seeking support, collect the following information:
  1. System Information
    • Copilot version and build number
    • Operating system and version
    • Hardware specifications
  2. Error Details
    • Exact error messages and codes
    • Time stamps of when issues occurred
    • Steps to reproduce the problem
  3. System Logs
    • Application logs from the time of the issue
    • System event logs
    • Network communication logs
  4. Configuration
    • Device configuration settings
    • Network configuration
    • Security settings (without sensitive credentials)

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Getting Help

  • Documentation: Check this troubleshooting guide and configuration documentation
  • Community Forum: Search existing discussions or post new questions
  • Support Tickets: For critical issues requiring immediate attention
  • Professional Services: For complex integrations and custom solutions