At Full Fabric, we’re committed to providing prompt and helpful support. That said, many of the queries we receive through the chat aren’t bugs at all — they’re often misunderstandings of how a particular feature works or cases where the behaviour of the system differs from expectations 🤷
To help you resolve questions more quickly and reduce the time spent waiting for a reply, we’ve put together this guide to help you test and troubleshoot issues before reaching out to our support team. A bit of investigation on your end can often reveal the root cause — and when it doesn’t, your findings will help us assist you more efficiently 👨🔬 🧪
Step 1: Try to reproduce the issue
Before anything else, try to answer: Can this be reproduced consistently?
Here’s how:
Repeat the same action that caused the issue and see if it happens again.
Change the variables (e.g., try different profiles, users, courses, or files) to determine if it’s a one-off or if it happens across the board.
Note the exact steps that led to the problem — the more detailed, the better. Screenshots, timestamps, and examples go a long way.
Example: If something didn’t save, try entering the same data again and hitting save. Does the same thing happen every time? Does the same thing happen to all users?
Step 2: Check feature behaviour and documentation
Often what is perceived to be a system error is actually the intended product's behaviour, the way it was designed to operate (even though you might disagree with it and would like to behave, you.
Review any relevant Help Center articles or tooltips inside the platform.
Ask yourself: Is this how the feature is designed to behave?
Compare results with how it worked before, or in similar contexts.
If you’re unsure, ask a colleague whether they’re seeing the same thing — this can help distinguish between a potential bug and a misunderstanding.
Step 3: Rule out browser or device issues
Browser issues are a common culprit in support requests. Here’s what you can check to realise if the system is actually having an issue, or if your browser is fooling you:
Try using another browser (we recommend Chrome for the best experience).
Clear your browser’s cache and cookies, then refresh the page.
Disable browser extensions, especially ad blockers or privacy tools.
Try accessing Full Fabric from a different computer or network.
This can help determine whether the issue is with the platform or with your local environment.
Step 4: Test in a safe environment, using your student test profile
If you’re unsure how something works or are concerned about disrupting live data, try testing in a controlled way:
Use a applicant/student test profile to simulate actions without affecting real applicants or data.
Recreate the same environment and conditions, to see if the issue reproduces on your test profile too
If you’re uploading data, do a small test upload first to validate the format and mapping.
For automations or emails, consider using preview or draft modes, if available.
This kind of testing helps confirm whether the system behaves as expected before rolling out wider changes.
Step 5: Gather key information before contacting Support
If you’ve followed the steps above and still believe there’s an issue, we’re here to help! Reporting issues effectively plays a key role on our analysis and response. To help us help you faster, please include:
A clear description of the problem
Exact steps to reproduce the issue
Screenshots or screen recordings (if possible)
The name or ID of any affected profiles, courses, forms, etc.
Your browser and operating system
This information will allow our team to understand, test, and resolve the issue more efficiently.
Final Thoughts
We love hearing from our customers and we’re always happy to investigate potential bugs. However, many questions can be resolved with a bit of self-troubleshooting, saving everyone time.
By taking these steps before reaching out, you’ll often resolve issues faster on your own — and when you do need our help, your input will make our response quicker and more precise.
Thanks for being a proactive Full Fabric user! 🥇