- handbook
- Company
- Company
- Board & Investors
- Communications
- Decision making and project management
- Guides
- KPIs and OKRs
- principles
- Remote Work
- Security
- Asset Management Policy
- Business Continuity & Disaster Recovery Policy
- Information Security Roles and Responsibilities
- Operations Security Policy
- Risk Management Policy
- Third-Party Risk Management Policy
- Human Resources Security Policy
- Incident Response Plan
- Cryptography Policy
- Secure Development Policy
- Access Control Policy
- Information Security Policy and Acceptable Use Policy
- Data Management Policy
- Hardware Security Policy
- strategy
- values
- Operations
- Product
- Blueprints
- Feedback
- Glossary
- Market Segments
- Metrics
- Node-RED Dashboard
- Personas
- Pricing Principles
- Principles
- Strategy
- Versioning
- Engineering & Design Practices
- Design
- Engineering
- Contributing
- Front End
- Packaging Guidelines
- Platform Ops
- Incident Response
- Observability
- FlowFuse Dedicated
- Staging Environment
- Production Environment
- Deployment
- Update Stacks on Production
- Project Management
- Releases
- Security Policy
- Support
- tools
- Website A/B Testing
- Internal Operations
- People Ops
- Coaching Plans
- Code of Conduct
- Compensation
- Expenses
- Hiring
- Holiday & Leave
- Job Descriptions
- CEO
- CTO
- Account Executive
- Product Marketer
- Product Manager
- Engineering Manager
- Solutions Engineer
- Chief of Staff
- Developer Relations Advocate
- FlowFuse Dashboard Engineer
- PeopleOps Policies
- Performance review
- Summit
- Marketing department
- Marketing
- blog
- Brand Voice
- Community
- Company Messaging
- Customer Stories
- FlowFuse for Education
- How we work
- Lead Generation
- Marketing - Website
- Marketing Programs
- Social Media
- Trade Shows
- Video
- Webinars
- Sales department
- Sales
Troubleshooting
This page is a guide for how to deal with incoming support tickets related to FlowFuse.
Common Issues
Below are sections for common areas that we see in support tickets. Whilst it is not exhaustive, it should provide a good starting point for troubleshooting, and ensuring we have enough details from the customer in order to help them.
FlowFuse Platform
FlowFuse Cloud
Any outages or major issues on FlowFuse Cloud are tracked, and automatically logged in the #ops-cloud Slack channel. You can then consult the FlowFuse Cloud Incident Playbook in order to take the relevant actions in debugging the raised issues.
FlowFuse Self-Hosted
Most support tickets we receive here are generally down to configuration options for installing and hosting FlowFuse, and enabling particular features.
For configuration-based support, the best place to start is consulting the Configuring FlowFuse documentation.
Hosted Instances
Memory Issues
An issue we have seen is where a Hosted Instance is running out of memory. This is normally seen either:
- When the Instance is first being spun up due to the memory required to install dependencies.
- A memory leak within the Node-RED instance, whereby memory usage gradually increases over a longer period of time.
The best way to diagnose which of these is the cause, you can check the "Performance" tab of the affected Hosted Instance. More information available here.
Restarting in Safe Mode
Any problems caused by the Node-RED flows themselves are best diagnosed by putting the Hosted Instance into safe mode. Please consult the Node-RED Safe Mode documentation for more information.
Remote Instances
In any situation whereby a customer is having an issue with a Remote Instance, you should establish the following details:
- What hardware is the Remote Instance running on?
- What version of Device Agent is Remote Instance running?
- Note: You can see this in the Device Overview in FlowFuse Cloud -> Remote Instances -> Device -> Overview
- What version of NodeJS is the Remote Instance using?
- Does the Remote Instance have public network access?
Connectivity Issues
If we are seeing intermittent connectivity issues, then the most likely cause is:
- The Remote Instance is running an old Node-RED version, before we introduced the device caching. This will be any Node-RED versions older than
v4.0.0. You can see a full list here - Physical network issues on the client's end. This is a last resort for "blame", but is an important factor we have to consider. If the Remote Instance is unable to check in with FlowFuse, then remote access will not be effective.
Account Management
Deleting an Account
If a user wishes to delete their account, you can point them to the relevant section of the documentation here.
You should also, always ask, the reasons for wanting to delete the account. Understanding user churn is very important information to help us improve our product and service.
FlowFuse Dashboard
When debugging FlowFuse Dashboard issues a very useful tool is the _debug view which is served up with every FlowFuse Dashboard. You can read more about it in the FlowFuse Dashboard documentation.
Any bugs found for FlowFuse Dashboard should be logged as as an issue in the FlowFuse Dashboard repository.