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Troubleshooting Customer Issues

What information to gather?

  1. When did the problem happen? Date and Time.
  2. Who experienced the problem? UserId, NettellerId, any other relevant information
  3. Is this happening to one user or to multiple users? All users of an FI?
  4. Any request ids of erroneous service requests? Request ids are in the x_request_id http response header.

Which team is responsible for what?

Use the Domain Ownership page.

Where to lookup logs?

We use datadog for our logs.

Datadog login - use your JHA credentials to login

Common customer issues

eDocuments issues

can we get tier 2 support to tell us who the eDocuments provider is? is it an SSO or not? if it isn’t an SSO, it isn’t us. if it is an SSO, is it misconfigured?

RDC issues

can we get tier 2 support to research who the FI’s RDC provider is? if it isn’t ensenta, it isn’t team prism.

user getting 2fa codes they didn’t request

usually not even banno relate (mint scraping their bank triggering a 2fa code)

user not getting 2fa codes they did request

  1. Find out what 2fa method they use to send the codes - authy or banno-otp? Authy send requests datadog search: https://us5.datadoghq.com/logs?query=service%3Anode-consumer-login-proxy%20%40banno.request.sanitized_url%3A%22%2Fv0%2Foob%2Fsend%2Fauthy%22%20env%3Aproduction&agg_m=%40banno.user.id&agg_q=&agg_t=cardinality&cols=service%2C%40banno.request.method%2C%40banno.request.sanitized_url%2C%40banno.request.ip%2C%40banno.request.user_agent%2C%40banno.institution.id%2C%40banno.user.id&index=&messageDisplay=inline&sort_m=&sort_t=&stream_sort=desc&top_n=&top_o=&viz=stream&from_ts=1639139405947&to_ts=1639140305947&live=true Banno-otp send requests datadog search: https://us5.datadoghq.com/logs?agg_m=%40banno.user.id&agg_q=&agg_t=cardinality&cols=service%2C%40banno.request.method%2C%40banno.request.sanitized_url%2C%40banno.request.ip%2C%40banno.request.user_agent%2C%40banno.institution.id%2C%40banno.user.id&event&from_ts=1638967592674&index=&live=true&messageDisplay=inline&query=service%3Anode-consumer-login-proxy+env%3Aproduction+%40banno.request.sanitized_url%3A%22%2Fv0%2Foob%2Fsend%2Fbanno-otp%2F%2A%22&sort_m=&sort_t=&stream_sort=desc&to_ts=1639140392674&top_n=&top_o=&viz=stream

You can filter those requests by @banno.user.id as well to search for a specific user id.

  1. Check if there are any errors in the datadog logs for this user. If there are then this could be a Banno issue.
  2. Check if there are errors in the twilio console for authy or for the sms logs. If there are errors in the twilio console we probably need to contact twilio.
  3. If there are no errors in the datadog logs or in the twilio console then this is probably an issue on the carrier side.

oops error when logging in/recovering password/enrolling/doing anything

oops error typically means UX is showing an error that an underlying service returned 4xx or 5xx. tier 2 can find the logs by timeframe + user input hopefully (user ID not always available), then we just need to help them decipher logs

user keeps getting locked out

todo

unable to enroll at this time

todo

unable to reset password

todo

user not on fraud unverified 2fa report/user on fraud unverified 2fa report

todo

FI designs didn’t push out

check with brandon carpenter if grip-assets + node-grip-assets-proxy needs any PRs merged/changes. assets are deployed with banno online through web-server and i believe brandon carpenter has to do manual work to ship a mobile app update because they assets are baked in at compile time.

2FA - Example issue where the user entered an international 2fa phone number incorrectly

https://banno-jha.atlassian.net/browse/OPS-6002

2FA - example datadog search for issues when sending banno-otp sms

https://banno-jha.atlassian.net/browse/OPS-5708?focusedCommentId=114127

2FA Authy - only delete authy 2fa through the banno clients

https://banno-jha.atlassian.net/browse/OPS-6148 customer deleted their authy account through https://authy.com/account/delete/ which caused our service to error out since it was expecting the user to be enrolled in authy. The resolution is to undelete the authy account and delete authy 2fa through Banno.