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Troubleshooting Guide

Integration Issues​

Nafath Authentication​

Common Issues​

  • Authentication timeout
  • Invalid OTP
  • Session expiration
  • Service unavailability

Resolution Steps​

  1. Verify Nafath service status
  2. Check user session validity
  3. Validate request parameters
  4. Review error logs
  5. Escalate to Nafath support if needed

Payment Processing​

Common Issues​

  • Transaction timeout
  • Invalid account details
  • Insufficient funds
  • API connection failure

Resolution Steps​

  1. Check transaction logs
  2. Verify account status
  3. Validate payment details
  4. Review API response codes
  5. Contact RiyadBank support if needed

Document Processing​

Common Issues​

  • Upload failures
  • Format validation errors
  • Storage issues
  • Processing delays

Resolution Steps​

  1. Check file size and format
  2. Verify storage availability
  3. Review processing queue
  4. Check system resources
  5. Monitor processing logs

System Issues​

Performance Problems​

Symptoms​

  • Slow response times
  • High resource usage
  • Transaction delays
  • System timeouts

Resolution Steps​

  1. Monitor system metrics
  2. Check resource utilization
  3. Review active processes
  4. Analyze database performance
  5. Scale resources if needed

Database Issues​

Common Problems​

  • Connection timeouts
  • Replication lag
  • Query performance
  • Data inconsistency

Resolution Steps​

  1. Check connection pool
  2. Monitor replication status
  3. Review query execution plans
  4. Analyze system logs
  5. Optimize database configuration

Network Issues​

Common Problems​

  • Connection drops
  • High latency
  • DNS resolution
  • SSL certificate errors

Resolution Steps​

  1. Check network connectivity
  2. Verify DNS settings
  3. Review SSL certificates
  4. Monitor network metrics
  5. Test network routes

User Issues​

Access Problems​

Common Issues​

  • Login failures
  • Permission errors
  • Session problems
  • Password reset issues

Resolution Steps​

  1. Verify user credentials
  2. Check account status
  3. Review permissions
  4. Clear session data
  5. Reset user password if needed

Application Errors​

Common Issues​

  • Form submission errors
  • Validation failures
  • UI rendering problems
  • Feature accessibility

Resolution Steps​

  1. Clear browser cache
  2. Check input validation
  3. Review error messages
  4. Test in different browsers
  5. Verify feature permissions

Security Issues​

Authentication Problems​

Common Issues​

  • MFA failures
  • Token expiration
  • Invalid credentials
  • Account lockouts

Resolution Steps​

  1. Verify user identity
  2. Check token validity
  3. Review security logs
  4. Reset authentication if needed
  5. Monitor for suspicious activity

Authorization Issues​

Common Issues​

  • Permission denials
  • Role assignment errors
  • Access control failures
  • Policy conflicts

Resolution Steps​

  1. Review user roles
  2. Check access policies
  3. Verify permission settings
  4. Audit access logs
  5. Update security policies

Support Procedures​

Level 1 Support​

  • Initial problem assessment
  • Basic troubleshooting
  • User guidance
  • Issue documentation
  • Escalation if needed

Level 2 Support​

  • Technical investigation
  • Advanced troubleshooting
  • System analysis
  • Solution implementation
  • Documentation update

Level 3 Support​

  • Root cause analysis
  • Complex problem solving
  • System optimization
  • Vendor coordination
  • Process improvement

Monitoring & Alerts​

System Monitoring​

  • Performance metrics
  • Error rates
  • Resource utilization
  • Service availability
  • Security events

Alert Response​

  • Alert classification
  • Initial assessment
  • Response procedure
  • Resolution tracking
  • Post-resolution review

Documentation​

Issue Tracking​

  • Problem description
  • Impact assessment
  • Resolution steps
  • Time tracking
  • Follow-up actions

Knowledge Base​

  • Common issues
  • Resolution guides
  • Best practices
  • Configuration details
  • Troubleshooting procedures

Contact Information​

Internal Support​

  • Technical team
  • Operations team
  • Security team
  • Management contacts
  • Emergency contacts

External Support​

  • Vendor contacts
  • Service providers
  • Technical partners
  • Emergency support
  • Escalation paths

Maintenance Procedures​

Regular Maintenance​

  • System updates
  • Security patches
  • Performance optimization
  • Configuration review
  • Documentation updates

Emergency Maintenance​

  • Critical updates
  • Security fixes
  • System recovery
  • Performance restoration
  • Incident response