A large number of customers are reporting an identical bug where they're unable to log into their tool. You're unable to replicate this. What are you going to do next?

Question

Anonymous · Accepted Answer

Firstly, try with an alternate user profile to see if it helps. Next we can try
to get a network trace, system trace and logs if that helps. If that doesn't,
then try with a debug build to see if that can capture any meaningful logs.

Anonymous · Answer

First I will try to islotae the problem. Is the login issue happening only for
customers in a specific geography/location, specific platform - web, android,
iOS or any other demographic - recent sign ups or old customers etc.
Once I identify a cohort that should give some indication on any
internal/external factors that may be causing this:
Have we seen this issue before in the last days/weeks/months
Any new features launched which could be impacting this
Any deployment issues
Any service avalability issues
External dependencies - browser, firewall etc.

Anonymous · Answer

If I am not able to reproduce the issue, will ask customer to reproduce the
issue and share the logs. Will also provide instructions to collect the logs. If
the customer is not able to reproduce the issue, I will ask customer to share
details which will help me identify the activity on myside and diagnose the
issue.

A large number of customers are reporting an identical bug where they're unable to log into their tool. You're unable to replicate this. What are you going to do next?

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