Start with the symptom
| Symptom | Where to look | Next step |
|---|---|---|
| Repository missing | Source / linked GitHub account | Check account, repo permission and branch; use a valid ZIP if appropriate. |
| Install/build failed | Build logs for the failed release | Read the first error. Check lockfile, runtime, source directory and build command; reproduce locally. |
| Build passed but app exits | Runtime logs | Check start command, required env and database connection errors. |
| 502 / timeout / no response | Runtime logs and public port | Listen on 0.0.0.0, match ports and confirm the process stays running; test the project URL before a custom domain. |
| Database access denied | Connection and applied env | Check host/port/user/password/schema. localhost in a deployed app is not the managed database. |
| Private connection fails | Organization and endpoint | Both products must be in the same org. Test from the running app, not your laptop/browser. Check service port and VPS firewall. |
| Database timeout | Network and metrics | Check endpoint, TLS and connection limits; use a suitable connection pool. |
| Old env values remain | Environment and active release | Apply/redeploy. Public frontend variables may require a rebuild. |
| Slow app or out of RAM | CPU/RAM and data-service usage | Investigate queries, cache, connection count and memory leaks before increasing the plan. |
| Redis command blocked | Command reference | Check commands required by the client/queue library; do not assume all libraries work. |
When a new release introduces the error
- Record the release/commit and time, then compare code, env and schema changes.
- If rolling back, choose a known stable version and check compatibility with current data.
- Reopen the URL and repeat the failing action. Verify recovery through logs and metrics.
Provide useful support information
Prepare project/service ID, release ID, timestamp with timezone, exact error, reproduction steps and expected behavior. Remove passwords, tokens and customer data from logs or screenshots. Do not send a complete .env file.