Troubleshooting
First, establish what actually happened#
Three questions, in this order:
- What did you expect? Write it in one sentence. Half of all reported bugs dissolve here.
- What happened instead? The exact message, copied rather than paraphrased. Error text is searchable; "it didn't work" is not.
- When? A timestamp with a time zone. Logs are indexed by time, and "this morning" spans four hours.
The usual causes#
It works for you and fails for a colleague
Almost always permissions. Compare roles rather than accounts — two people in the same team can hold different ones, and the difference is invisible from the outside. See Invite your team.
It worked yesterday and fails today
An expired or rotated credential. Re-issue the token, retry once, and check whether it belongs to the environment you think it does.
It works on small input and fails on large
A limit: size, rate or timeout. Retry with a fraction of the input. If the small version succeeds, you have found the shape of the problem without reading a log.
The answer is right but the numbers are wrong
Time zone or locale. Compare one record against the source by hand before suspecting anything more complicated. See Import your data.
Nothing happened at all
Silence is its own category. Check, in order: whether the job started, whether it is waiting on something, and whether it finished and wrote its output somewhere you are not looking. A run that produced no records and a run that never ran look identical from outside.
Fill this in: where a reader sees run history in Fotoslov — переводчик по фото, and what a successful run looks like there. This is the single most useful thing on the page, and only you can write it.
When to ask for help#
Ask once you have the three answers from the first section. Send them together with what you already tried, and say what would unblock you — an answer, a workaround, or a fix. That last sentence changes how quickly the right person picks it up.
Fill this in: the support address or form, and a realistic response time. A promise you cannot keep is worse than no promise.