> For the complete documentation index, see [llms.txt](https://docs.giize.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.giize.com/ticket-dashboard-en/user-guide/faq.md).

# Troubleshooting

Look up the symptom you are seeing.

## The numbers do not change even after I press refresh

The most common cause: pressing the wrong button. The button in the top-left corner only redraws the interface — it does **not** fetch fresh data.

Press **Refresh ngay** (Refresh now) within the page itself. See [How data is refreshed](/ticket-dashboard-en/user-guide/refresh.md).

If you pressed the right one and it still does not change, your login session has probably expired — see the next section.

## The status bar is red and says I need to log in again

The session has expired. Log in again to the system it reports:

| Error shown on                         | Log in again to                                 |
| -------------------------------------- | ----------------------------------------------- |
| Overview, My SDP Tickets, Ticket Tools | SDP                                             |
| OpenVPN                                | TS Jira or ACL, depending on which label is red |
| My Portal, Portal Tools                | IT Portal                                       |

See [Logging in to the systems](/ticket-dashboard-en/user-guide/dang-nhap.md).

## Overview is empty, no numbers

In this order:

1. Check the SDP status bar — if it is red, log in again
2. Press **Refresh ngay**, wait 30–60 seconds
3. Still empty: you may genuinely have no open tickets — cross-check on SDP

## SDP login does not complete

**No number appears on screen** — wait a bit longer; this step can take 30–60 seconds.

**I approved it on my phone but still cannot get in** — you may have selected the wrong number. Close the dialog and try again.

**Wrong password several times** — check whether the account is locked on Azure AD; the dashboard cannot handle that case.

## OpenVPN reports need\_login

One of the two sessions, TS or ACL, has expired. Check the **Cookies** label on the page to see which one, then press **Fetch TS** or **Check ACL** and enter your PIN + OTP.

Then run **Quick refresh** again.

## OpenVPN has a user in the Unknown group

This means ACL could not be checked for that user. Press **Check ACL**, then run **Quick refresh** again.

If they are still Unknown after retrying, the username in the SDP ticket may be misspelled — cross-check it against the real account.

## Ticket Tools scans but finds no tickets

* **The phrase is too narrow** — try a shorter phrase
* **Wrong statuses** — check that the Statuses box has the right ticket statuses selected
* **The ticket is not yours** — rules usually only scan tickets assigned to you

## Portal Tools cannot fetch orders

The IT Portal session has expired. Enter your PIN + OTP again.

If you just logged in and it still fails, try **Full refresh** on My Portal first, then come back.

## Blank page or a strange error

Reload the page (`Cmd+R` or `Ctrl+R`). If it still errors, report it to your administrator with:

* which page you are on
* which button triggered the error
* a screenshot

## Still cannot resolve it

Contact your dashboard administrator. Helpful information when reporting a problem:

* when it happened
* the exact action you took
* the full text of the error message