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

# Troubleshooting

> Diagnose authentication, empty results, event ingestion, rule behaviour and missing analytics.

Start with one reproducible request. Record the time, context ID, returned request ID and HTTP status. Keep credentials out of logs and support messages.

| Symptom | First checks | Next step |
| - | - | - |
| `401` | Correct API and credential type; token expiry | [Authentication](https://docs.neuronsearchlab.com/integrate/authentication.md). Refreshable clients retry once; static-token clients need a replacement. |
| `403` | Core token scopes or Platform key scopes | Verify the operation's scope and selected workspace. |
| `400` on an event | Integer item/event/context IDs, known item, required user | [Events](https://docs.neuronsearchlab.com/integrate/events.md) and [ID migration](https://docs.neuronsearchlab.com/sdk/integer-id-migration.md). |
| Empty recommendations | Active items, context, filters, seed and seen-item policy | Test a less restrictive request, then use [Explainability](https://docs.neuronsearchlab.com/console/explainability.md). |
| One failed rail | That rail's `status` and `error` | Handle partial results in [recommendation sets](https://docs.neuronsearchlab.com/api-reference/endpoint/get-recommendation-sets.md). |
| Repeated catalogue items | Stable `metadata.source_item_id` and ingestion path | [Catalogue](https://docs.neuronsearchlab.com/integrate/catalogue.md). Arbitrary metadata identifiers are not deduplication keys. |
| Rule has no effect | Active state, schedule, context, conditions, segment, Rules stage | [Rules Engine](https://docs.neuronsearchlab.com/console/rules.md). Inclusion in an experiment does not activate an inactive rule. |
| Embed is blank | Allowed origin, publishable key, catalogue display metadata, context | [Website embed](https://docs.neuronsearchlab.com/embed.md). Inspect the browser network response. |
| Events disappear at shutdown | Buffered events still pending | Flush while the runtime remains active and observe the individual send results. |
| Analytics is missing or illustrative | Add-on state, retention, Real/Sample data selection, event arrival | [Analytics](https://docs.neuronsearchlab.com/console/analytics.md). |
| Training cannot start | Plan, signal template and readiness requirements | [Models](https://docs.neuronsearchlab.com/console/models.md) and [Events](https://docs.neuronsearchlab.com/console/events.md). |
| Unexpected settings change | Current workspace and recent edits | [Activity](https://docs.neuronsearchlab.com/console/activity.md). |

## Results changed after an edit

Compare the current context/model/rules with the audit trail. Replay an earlier request if an explanation is available; a recomputation uses current settings and cannot establish what the earlier user saw. Check whether an experiment was running.

## Ask for help

Send [support](mailto:contact@neuronsearchlab.com) the smallest failing request with credentials removed, its status and error body, the request ID, timestamp, context ID, and expected behaviour. Include the SDK name/version if relevant. Avoid sending a full user export when a single redacted example will do.


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