General Troubleshooting

🧑‍💻 Retool Tips & Tricks
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Questions to ask:

  • If the issue has to do with accessing or interacting with an app, are others also experiencing it?

  • If the issue occurs when editing an app, does it also happen when editing another app?

  • If you were to re-add the same component or query, does the behavior persist?

  • Have any changes recently been made to the app and/or instance (if self-hosted you can ask internally, if cloud check here)?

    • If the answer is yes, can you revert back to a previous version of the app/instance (self-hosted only) to see if the issue is still there?

  • Is the issue coming from Retool or from the code in your app? (i.e. runtime, syntax, or logic errors, etc.)

  • App slower than expected? Start with our docs here.

  • Query not performing how you want it to? Check out these docs here.

  • Setting up SSO or another feature/resource? Reference the docs on it again and follow it step by step to make sure you didn’t miss anything. If you are self-hosted, you can also enable the SSO Test Connection feature under your Settings > Beta options. This will allow you the ability to test your SSO connection without implementing SSO and potentially breaking login:

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  • Self-hosted instance? Check your infrastructure to see if there might be any proxies or firewalls that could be blocking anything or failing silently.

Actions to take:

  • Check your debug tool in the bottom right corner for any helpful clues:
  • Workflows issue? Check your run logs (bottom left corner) for any hints:
  • Have a self-hosted instance? Check your backend container logs around the time you saw the error.
  • There is also a lot of helpful information in your browser by accessing your console and network tabs in your browser dev tools. Clicking into a failed network call in your network tab can shed a lot of light on which might be happening:
  • When checking the response headers of a failed network call, if there is a X-Request-Id then it means that it is successfully reaching Retool’s backend. If that doesn’t exist in the response headers, then it means that something is intercepting it.
  • A second pair of eyes :eyes:. Having someone else test/check it out is always helpful and can offer a new perspective.

Reaching out to Retool Support

If following all of the above steps doesn’t lead you to a solution, you’ll then want to reach out to Retool Support/Community Forum. When writing in you can follow this outline to more effectively communicate your issue:

Summary of issue:
What you’re seeing and how to reproduce - be as detailed as you can. Include any and all screenshots and screen recordings as you can.

What you’ve already tried:
Include all the information you’ve gathered going through the above steps/questions and share what they have shed light on and what additional questions they have surfaced.

Here are helpful things to include as well if applicable:

  • Have a self-hosted instance? An export of your container logs around the time of the issue.
  • A HAR file (network recording) of the while you experience the issue. You can reference this documentation on how to generate one.
  • A copy of your app/workflow. To do this, you can click on the three dots in the top right corner and select to export to JSON.

Additional context:

  • What version of Retool are you on? You can check this by clicking on the question mark in the lower right corner.
  • Are you cloud or self-hosted? If self-hosted, please share how your instanc
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