⚡ Quick Fixes (try first)

1. Manual refresh:

   • Settings > Integrations > Jira > “Sync Now”
   • Wait 2-5 minutes, refresh browser
   • Check if new data appears

2. Check integration status:

   • Green = working fine
   • Yellow = syncing or warnings
   • Red = error requiring action

3. Browser issues:

   • Hard refresh (Ctrl+F5 o Cmd+Shift+R)
   • Clear cookies para app.impulsum.com
   • Try incognito/private window

4. Webhook verification:

   • Jira Admin > System > WebHooks
   • Find “Impulsum AI Sync” webhook
   • Check “Last delivered” is recent

🔗 Connection Problems

OAuth token expired:

Error: "Authentication failed with Jira"

Solution:

1. Settings > Integrations > Jira
2. Click “Reconnect”
3. Go through OAuth flow again
4. Verify connection successful

Network/firewall issues:

Error: "Cannot reach Jira instance"

Check:

• Can you access your Jira normally in browser?
• Is your company behind VPN/firewall?
• Are webhooks blocked by corporate policy?
• Contact IT if corporate network restrictions

Wrong Jira instance:

Error: "Jira instance not found"

Verify:

• Using correct Jira Cloud URL (not Server/DC)
• URL format: yourcompany.atlassian.net
• Not a personal Jira account que got migrated

🔐 Permission Problems

Insufficient Jira permissions:

Error: "Access denied to project XYZ"

You need:

• Browse Projects permission
• View Issues permission
• Access to specific projects you want synced
• Browse Users for team information

Solution:

1. Contact your Jira administrator
2. Request permissions for projects you manage
3. If you ARE the admin, check project permissions
4. Verify user groups y project roles

Admin-only features missing:

• Can’t see all projects = not Jira admin
• Webhook setup fails = need Jira admin rights
• System settings locked = contact Jira admin

Partial sync:

• Some projects visible, others missing = permission-based filtering
• This is normal - Impulsum only syncs what you can access

📊 Data Quality Issues

Missing custom fields:

• Impulsum syncs standard fields by default
• Custom fields need explicit mapping
• Settings > Integrations > Jira > Field Mapping
• Add important custom fields to sync

Inconsistent data:

• Recent changes not reflected
• Webhooks might not be configured
• Manual sync as workaround
• Contact support para webhook troubleshooting

Large dataset delays:

• First sync of 1000+ issues takes 10-30 minutes
• Subsequent syncs are incremental (much faster)
• Progress visible in Settings > Integrations

Data retention:

• Completed issues older than 6 months archived
• Adjust in Settings > Data Retention
• Historical data available on request

📊 Inaccurate Information

Symptoms:

• AI says project is “on track” but you know it’s delayed
• Team member assignments are wrong
• Numbers don’t match what you see in Jira
• Historical data seems incorrect

Causes y solutions:

Stale data sync:

Problem: AI using yesterday's data
Solution: Manual sync + wait 5 minutes, ask again

Permission limitations:

Problem: AI can't see all tickets you can see
Solution: Check integration permissions in Jira

Custom field mapping:

Problem: Important fields not synced
Solution: Settings > Integrations > Field Mapping

Data processing lag:

Problem: Recent changes not reflected
Solution: Wait 15 minutes for processing, or ask "based on data from [specific time]"

🎯 Wrong Context

Symptoms:

• AI answers about wrong project
• Includes team members no longer on project
• References old sprints or archived data
• Misunderstands time references

Context fixes:

Be more specific:

❌ Vague: "How's the team?"
✅ Specific: "How's the Frontend team on the MOBILE project this week?"

Set time boundaries:

❌ Ambiguous: "What happened with the bugs?"
✅ Clear: "What bugs were created in the last 3 days?"

Correct misunderstandings:

When AI gets something wrong:
"No, I meant the PLATFORM project, not MARKETING"
→ AI will adjust context for rest of conversation

Reset context when needed:

"Let's talk about a different topic now: [new topic]"
→ Signals context switch to AI

🤔 Poor Understanding

Symptoms:

• AI doesn’t understand your company terminology
• Misinterprets role names or team structures
• Doesn’t grasp your specific methodology (SAFe, etc.)
• Generic answers that don’t fit your situation

Improvement strategies:

Teach terminology:

"In our company, 'Platform Team' means the backend infrastructure team"
→ AI remembers for future conversations

Provide context:

"We use SAFe methodology with 12-week program increments"
→ AI adjusts recommendations for your framework

Correct and explain:

AI: "You should increase sprint length"
You: "We can't change sprint length due to company policy. What other options do we have?"
→ AI learns constraints y suggests alternatives

Use organization settings:

Settings > Organization > Custom Terms
→ Define your specific terminology y processes

⏱️ Performance Issues

Symptoms:

• AI responses very slow (>30 seconds)
• Timeouts or “processing” messages
• Incomplete responses
• Error messages about capacity

Performance troubleshooting:

Check system status:

status.impulsum.com → Current system performance

Simplify complex questions:

❌ Complex: "Analyze all projects for the last 6 months and predict which ones will be delayed based on team capacity, technical debt, and stakeholder satisfaction while considering upcoming holidays and budget constraints"

✅ Simplified: "Which projects are most at risk of delays this quarter?"
→ Follow up with specific questions about top risks

Off-peak usage:

Peak hours (9am-5pm EST): Slower responses
Off-peak hours: Faster responses
→ Consider timing for complex analysis

Plan limitations:

Starter plan: Lower priority processing
Pro/Teams plans: Higher priority processing  
→ Upgrade if performance is business-critical

🔄 Loading Problems

Page won’t load:

1. Hard refresh: Ctrl+F5 (PC) o Cmd+Shift+R (Mac)
2. Clear cache: Browser settings > Clear browsing data
3. Disable extensions: Try incognito mode first
4. Check internet: Can you load other websites normally?

Infinite loading spinners:

1. Wait 60 seconds - large datasets take time
2. Check network tab in browser dev tools
3. Try different browser para confirm it’s not browser-specific
4. Check status page: status.impulsum.com

Login loops:

1. Clear cookies for app.impulsum.com specifically
2. Disable password managers temporarily
3. Check date/time on your computer (affects SSL)
4. Try private/incognito window

🎨 Display Issues

Layout broken/overlapping:

• Browser zoom should be 100% (not zoomed in/out)
• Clear CSS cache - hard refresh usually fixes
• Try different screen resolution para confirm responsive design
• Disable browser extensions que might interfere with CSS

Missing elements:

• JavaScript disabled - Impulsum requires JavaScript
• Ad blockers might be blocking legitimate content
• Corporate firewalls might block CSS/JS resources
• Content Security Policy - check browser console for errors

Wrong language:

• Settings > Language > Change to preferred
• Browser language detection might be incorrect
• Clear cache after language change
• Some UI elements might take time to update

Dark/light mode issues:

• Settings > Appearance > Choose mode manually
• System preference sync might be delayed
• Try toggling between modes para refresh
• Clear browser cache if switching doesn’t work

⚙️ Functionality Broken

Buttons not working:

1. JavaScript errors - check browser console (F12)
2. Click timing - wait for page to fully load
3. Browser extensions - disable ad blockers
4. Try keyboard shortcuts - might be click handler issue

Forms not submitting:

1. Required fields - check for validation errors
2. Network connectivity - check if online
3. Session timeout - refresh page y try again
4. File uploads - check file size limits

Search not working:

1. Wait for typing - search has 1-second delay
2. Check spelling - try broader terms
3. Clear search filters - might be too restrictive
4. Refresh page - search index might be stale

Notifications not appearing:

1. Browser permissions - allow notifications for app.impulsum.com
2. Do Not Disturb - check OS notification settings
3. Notification settings - verify enabled in Impulsum settings
4. Try different browser para test functionality

📱 Mobile Issues

Mobile app problems:

• Update app from App Store/Google Play
• Restart app completely (force quit)
• Check internet - mobile data vs WiFi
• Storage space - app needs minimum 100MB free

Mobile web issues:

• Mobile browser - use Chrome/Safari, avoid in-app browsers
• Zoom level - pinch to reset to normal size
• Rotation - try landscape vs portrait mode
• Touch sensitivity - some buttons need firm tap

Push notification issues:

1. App permissions - allow notifications in phone settings
2. Background app refresh - must be enabled for notifications
3. Battery optimizestion - exclude Impulsum from battery optimizestion
4. Do Not Disturb - check phone’s DND settings

Sync between desktop y mobile:

• Changes sync within 30 seconds normally
• Force refresh by pulling down on mobile
• Log out y back in if sync seems broken
• Check internet on both devices

💳 Credit Card Declined

Common reasons:

• Expired card - check expiration date
• Insufficient funds - verify account balance
• International transaction blocked by bank
• Changed security code - update CVV if you got new card

Immediate solutions:

1. Update payment method - Settings > Billing > Payment Methods
2. Try different card - backup payment method
3. Contact bank - verify they’re not blocking the charge
4. Use ACH/bank transfer - available para Teams+ plans

Prevention:

• Auto-update services - enable if your bank offers them
• Backup payment method - always have a second card on file
• Billing alerts - set up low balance alerts in your bank
• Annual payment - avoid monthly payment failures

⏸️ Account Suspended

Suspension reasons:

• Payment failure - card declined/expired
• Terms violation - misuse of platform
• Unusual activity - security precaution
• Chargeback dispute - payment disputed with bank

Reactivation process:

1. Resolve payment - update payment method if that’s the issue
2. Contact support - email billing@impulsum.com
3. Provide verification - confirm account ownership
4. Wait for review - usually resolved within 4 hours

During suspension:

• Read-only access - can view data but not ask AI questions
• Export capability - can export your data
• Integration sync - continues for 7 days
• Support access - billing support remains available

Avoid future suspensions:

• Keep payment info current
• Monitor usage - don’t exceed plan limits dramatically
• Follow terms - use platform appropriately
• Respond to emails - we send warnings before suspension

📊 Usage Overages

Understanding overages:

• Individual plans: Additional cost when you exceed monthly budget
• Team plans: Extra cost per request over your included amount
• Notification timing: 80% y 100% of limit warnings
• Automatic billing: Overages charged automatically unless you set hard limits

Managing overages:

Set spending limits:

Settings > Billing > Spending Controls
→ Set hard limit to prevent unexpected charges
→ Account will pause AI features when limit reached

Monitor usage:

Dashboard > Usage Analytics
→ Real-time tracking of current month usage
→ Projected overage based on current trends

Optimize usage patterns:

❌ Expensive: Many simple questions separately
✅ Efficient: Batch related questions in one conversation

❌ Expensive: Generate same report multiple times  
✅ Efficient: Schedule automated reports

Plan upgrades:

• If consistent overage >20%, consider upgrading
• Annual plans offer 10% discount
• Team plans often more cost-effective for multiple users

🔄 Plan Changes

Upgrade issues:

• Immediate access - upgrades take effect instantly
• Prorated billing - pay difference for current month
• Feature access - new features available immediately
• Usage reset - new limits start from upgrade date

Downgrade issues:

• End of billing cycle - downgrades take effect next month
• Feature loss - advanced features disabled at cycle end
• Data retention - some historical data may be archived
• Team members - may need to remove users to meet new limits

Cancellation:

• End of current period - service continues until period ends
• Data export - 30 days to export data after cancellation
• Reactivation - can reactivate within 60 days with same settings
• Final bill - any usage overages charged on final invoice

Common change issues:

Problem: "Can't change plan - button disabled"
Solution: Clear outstanding balance first, then change plan

Problem: "Plan change not reflected"  
Solution: Plan changes show in next billing cycle, not immediately

Problem: "Lost features after downgrade"
Solution: Normal behavior - upgrade again to restore features

➕ Can’t Add Users

Common causes:

Plan limits reached:

Error: "Maximum users exceeded"
Solution: Upgrade plan or remove inactive users first

Permission insufficient:

Error: "Only admins can add users"
Solution: Ask organization admin to add user or grant you admin rights

Invalid email addresses:

Error: "Invalid email format"  
Solution: Use business email addresses, avoid personal emails

Existing user conflicts:

Error: "User already exists"
Solution: User might be in different team/org, check with support

Invitation process:

1. Admin rights required - only Admins y Project Managers can invite
2. Business email - personal emails might be blocked by corporate policy
3. Email delivery - invites might go to spam folder
4. Expiration - invites expire after 7 days, need to resend

Bulk user addition:

• Settings > Users > Import CSV
• Template available para download
• Max 50 users per import
• Validation occurs before processing

🔐 Permission Errors

“Access Denied” errors:

Project-level restrictions:

Error: "You don't have access to project X"
Cause: User not assigned to that project
Solution: Admin adds user to project or changes user's role

Feature-level restrictions:

Error: "This feature requires Pro plan"  
Cause: Feature not available in current plan
Solution: Upgrade plan or use alternative approach

Integration permissions:

Error: "Can't access Jira data"
Cause: User's Jira permissions changed
Solution: User needs to reconnect their Jira integration

Role-based issues:

Viewer role limitations:

• Can see assigned projects only
• Cannot ask AI questions directly
• Cannot modify any settings
• Can receive reports pero not generate them

Team Member vs PM roles:

• Team Member: Own work focus
• Project Manager: Team oversight capabilities
• Admin: Organization-wide access
• Custom roles available para Enterprise plans

🎫 SSO y Authentication

Single Sign-On problems:

SSO not working:

Error: "SSO configuration failed"
Solution: Contact IT admin to verify SAML/Azure AD setup

Mixed authentication:

Problem: Some users use SSO, others use password
Solution: Migrate all users to SSO for consistency

Domain restrictions:

Error: "Email domain not allowed"  
Solution: Admin needs to add domain to allowed list

Common SSO setup issues:

• Attribute mapping incorrect (name, email, role fields)
• Certificate expired in identity provider
• URL mismatch between config y actual SSO endpoint
• User provisioning not enabled for automatic account creation

Enterprise authentication:

• SCIM provisioning para automatic user lifecycle
• Just-in-time provisioning para new users
• Group-based role assignment para automatic permissions
• Audit trail para all authentication events

👁️ Data Visibility Issues

“No data available” for team members:

Insufficient project assignment:

Problem: User sees empty dashboard
Solution: Admin assigns user to relevant projects

Integration not shared:

Problem: User can't see Jira data others can see
Solution: User needs their own Jira connection or shared integration setup

Role restrictions:

Problem: Junior team member can't see senior-level metrics
Solution: Adjust role permissions or create custom role

Data privacy controls:

Sensitive data protection:

• Salary/rate information hidden from team members
• Personal performance data only visible to individual + manager
• Cross-team data requires explicit permission
• Anonymized benchmarking data available to all

Compliance requirements:

• GDPR: Users can request to see all data about them
• HIPAA: Healthcare project data has additional restrictions
• SOX: Financial project access needs audit trail
• Enterprise: Custom data classification y handling rules

Troubleshooting visibility:

Step 1: Check user's role y project assignments
Step 2: Verify integration permissions
Step 3: Test with different user account
Step 4: Check organization privacy settings
Step 5: Contact support if still not resolved

🚨 Critical/Urgent Issues

Call immediately for:

• Production system down (Teams/Enterprise plans)
• Security breach suspected
• Data loss or corruption
• Payment/billing affecting service continuity

Contact methods:

• Phone: +1-555-IMPULSUM (Enterprise only)
• Email: urgent@impulsum.com
• Slack: #emergency channel (Enterprise customers)
• Live chat: Available 24/7 para critical issues

Response time SLAs:

• Enterprise: <1 hour
• Teams: <4 hours
• Pro+: <8 hours
• Pro/Starter: Next business day

What to include:

Subject: URGENT: [Brief description]
Account: your-email@company.com
Plan: [Pro/Teams/Enterprise]
Issue: Detailed description
Impact: How many users affected
Steps tried: What you already attempted
Screenshots: If applicable

📧 Standard Support

Email support for most issues:

• General: support@impulsum.com
• Billing: billing@impulsum.com
• Technical: tech@impulsum.com
• Feature requests: product@impulsum.com

Response times:

• Enterprise: 4-8 hours
• Teams: 8-24 hours
• Pro+: 24-48 hours
• Pro/Starter: 2-5 business days

Live chat availability:

• Business hours: 9am-6pm EST, Monday-Friday
• After hours: Limited to critical issues
• Weekends: Enterprise customers only

Information to include:

Account email: your-email@company.com
Plan type: [Starter/Pro/Teams/Enterprise]  
Browser: Chrome 120, Firefox 118, etc.
Operating system: Windows 11, macOS 14, etc.
Issue description: Step-by-step what happened
Expected behavior: What should have happened
Screenshots: Always helpful
Error messages: Exact text if any
Steps to reproduce: How to recreate the problem

📚 Self-Help Resources

Before contacting support, try:

Knowledge base:

• help.impulsum.com - Searchable help articles
• FAQ section - Most common questions answered
• Video tutorials - Visual step-by-step guides
• API documentation - Para developers y integrations

In-app help:

• Help icon (?) next to most features
• Contextual tooltips - hover over UI elements
• Guided tours - for new features
• Keyboard shortcuts - Ctrl+H for help overlay

Status pages:

• status.impulsum.com - Real-time system status
• Twitter @ImpulsumStatus - Incident updates
• Slack integrations - Status updates in your channels
• Email notifications - Subscribe to status updates

Community resources:

• User forum - community.impulsum.com
• LinkedIn group - Impulsum Users Network
• YouTube channel - Tutorial videos y webinars
• Blog - impulsum.com/blog - Tips y best practices

Try these first:

1. Search knowledge base for your issue
2. Check system status page
3. Try suggested solutions in this troubleshooting guide
4. Ask in community forum if not sensitive/urgent
5. Contact support if none of the above help

👥 Community Support

Community forum (community.impulsum.com):

• User questions answered by peers y Impulsum team
• Feature discussions y feedback
• Best practices sharing
• Integration help from experienced users

Social media:

• LinkedIn: Impulsum Users Group - 2,500+ members
• Twitter: @ImpulsumPM - Tips, updates, quick help
• Reddit: r/projectmanagement - General PM discussion

User groups:

• Monthly webinars - Live Q&A with product team
• Regional meetups - In-person networking (major cities)
• Industry groups - Healthcare, Finance, Software, etc.
• Certification program - Impulsum PM certification coming 2024

Contributing to community:

• Answer questions - Help other users
• Share workflows - Document your successful processes
• Feature voting - Prioritize development roadmap
• Beta testing - Early access to new features

Community guidelines:

• Keep discussions professional y helpful
• No sharing of sensitive company data
• Use search before posting duplicate questions
• Tag posts appropriately para better discoverability
• Be respectful of different PM methodologies y approaches