> ## Documentation Index
> Fetch the complete documentation index at: https://irisdocs.prescientlabs.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Iris Troubleshooting

> Diagnose common engagement issues systematically before escalating to Prescient support.

Troubleshooting should begin by identifying whether the issue is **project setup, participant access, evidence quality, synthesis/output quality or platform behaviour**.

## First checks

1. Confirm the correct client/workspace and engagement.
2. Confirm the stakeholder/session belongs to that engagement.
3. Confirm the participant completed the expected workflow.
4. Confirm required evidence or data is present.
5. Refresh or retry only where the product explicitly supports it.
6. Capture the exact error, affected record and time before escalation.

## Evidence-quality issue versus product issue

An incomplete finding may reflect insufficient stakeholder evidence rather than a system failure. Check the transcript or underlying evidence before assuming synthesis is broken.

## Escalation packet

When contacting support, provide:

* client/workspace;
* engagement/project;
* affected participant/session;
* what you expected;
* what happened;
* screenshot/error text;
* time of occurrence;
* whether it is reproducible.

Do not send unnecessary sensitive client information through an unapproved support channel.

<Note>
  Exact support channel, response expectations and self-service administrative recovery controls are **\[PRODUCT DETAIL TO CONFIRM]**.
</Note>