Platform Troubleshooting
Summary
Use public-safe status, audit, and health views to identify the owning boundary. Do not paste tokens, secrets, configuration values, connection details, or tenant-sensitive payloads into tickets or chat.
Audience
- Platform and customer administrators
- Implementation, support, development, QA, and DevOps teams
Purpose
This page provides non-destructive checks for scenarios explicitly represented by Platform source.
Architecture
Symptoms
| Scenario | Symptom |
|---|---|
| Tenant not found | Administration or runtime resolution returns no matching tenant. |
| Provisioning still pending | Status remains pending or running and expected metadata is incomplete. |
| Provisioning failed | Status reports failure, a failed stage, or retry information. |
| Feature unavailable | Effective feature resolution returns disabled or no accessible module. |
| License not active | License evaluation reports a non-active outcome or exceeded capacity. |
| Branding not applied | The portal does not show expected tenant presentation metadata. |
| Platform admin access denied | The request is unauthorized or forbidden. |
| Service health unavailable | A service has unknown, degraded, or offline status, or no current result. |
| Duplicate provisioning request | Creation/validation reports an identifier, domain, or bootstrap conflict. |
| Tenant context missing | An authenticated request lacks the tenant context required for tenant-scoped behavior. |
Cause
| Scenario | Likely source-supported cause |
|---|---|
| Tenant not found | The identifier does not match a Platform tenant, or the caller is using a client identifier in a tenant field. |
| Provisioning still pending | Work has not been claimed/completed, the optional worker is not enabled, or a prior stage is incomplete. |
| Provisioning failed | A validation, persistence, dependency, or isolated-provisioning stage failed. Internal details must remain restricted. |
| Feature unavailable | Tenant/client linkage is missing; tenant or subscription is restricted; a tenant deny applies; the plan omits the feature; or no core default applies. |
| License not active | Validity, grace, administrative suspension, or reported capacity produced a non-active evaluation. |
| Branding not applied | No client-linked branding exists, requested metadata was not saved, or the consuming portal has not refreshed it. |
| Platform admin access denied | Authentication is absent/invalid or the principal does not satisfy protected platform administration. |
| Service health unavailable | The target is unregistered, not yet probed, unreachable, degraded, or the current process signal is being confused with dependency health. |
| Duplicate provisioning request | A unique tenant key, tenant number, domain, or bootstrap identity already exists. |
| Tenant context missing | A tenant-scoped principal/claim was not established or identifiers are inconsistent across boundaries. |
Resolution
| Scenario | Safe resolution |
|---|---|
| Tenant not found | Confirm the non-sensitive tenant identifier and client linkage through authorized read-only administration views. |
| Provisioning still pending | Review tracked status and completed stages. If source-supported retry eligibility is present, use the approved retry/resume administration path. |
| Provisioning failed | Preserve the correlation reference, review sanitized audit/status information, correct the owning dependency or input, then use approved retry/resume handling. |
| Feature unavailable | Review the effective-access result, tenant/subscription state, plan inclusion, and authorized tenant overrides. Do not alter packaging without product approval. |
| License not active | Review the evaluated status and authorized usage summary; route commercial or capacity changes to the license owner. |
| Branding not applied | Confirm the tenant is linked to the intended client and that branding metadata resolves for that tenant; then refresh through the supported consumer path. |
| Platform admin access denied | Reauthenticate and request an authorized access review. Do not use internal trust or bypass mechanisms. |
| Service health unavailable | Compare process liveness with registered dependency probes and heartbeat history; escalate the unavailable owning service. |
| Duplicate provisioning request | Reuse the existing tenant/provisioning record when it represents the same tenant; otherwise correct the conflicting approved identifier. |
| Tenant context missing | Sign in through the correct portal/tenant context and confirm Identity and Gateway preserve the expected non-sensitive identifiers. |
Validation
- Confirm the tenant and platform-client relationship using authorized read-only views.
- Confirm provisioning status, current stage, progress, and audit/timeline entries without exposing failure internals.
- Confirm effective entitlement source and tenant/subscription state.
- Confirm evaluated license status using approved licensing views.
- Confirm branding resolution uses the intended tenant key.
- Confirm service process health separately from registered dependency health.
- Confirm no secret, token, credential, or raw configuration value was included in diagnostic material.
Escalation
Escalate with a sanitized correlation reference, affected tenant identifier appropriate for the support channel, UTC time range, operation category, current public-safe status, and validation already completed. Route authorization issues to Identity/security owners, provisioning and entitlement issues to Platform owners, and dependency-health failures to the owning service team.
Technical implementation
Platform provides tenant lookup, provisioning status and retry/resume, effective entitlement and license evaluation, branding resolution, audit/timeline, job status, and service-health surfaces that support these checks.
Source References
microservices/src/platform-service/Api/PlatformAdminEndpoints.csmicroservices/src/platform-service/Api/PlatformTenantOnboardingEndpoints.csmicroservices/src/platform-service/Application/TenantProvisioningOrchestrator.csmicroservices/src/platform-service/Api/PlatformEntitlementEndpoints.csmicroservices/src/platform-service/Api/PlatformLicensingEndpoints.csmicroservices/src/platform-service/Api/PlatformTenantBrandingEndpoints.csmicroservices/src/platform-service/Api/PlatformServicesEndpoints.csmicroservices/src/platform-service/Application/ServiceRegistryService.csmicroservices/src/gateway-api/Program.cs
Related Articles
See Also
Keywords
- Tenant not found
- Provisioning failed
- Feature unavailable
- Service health
Revision Information
- Status: Draft
- Last reviewed: 2026-07-14
- Review cycle: Quarterly