Troubleshooting

This guide helps you resolve common issues with the tiger Rating Engine, from calculation errors to system configuration problems.

Common Issues

Calculation Errors

Issue: “No rates found for effective date”

Screenshot Placeholder: Error message showing “No rates found for effective date 2025-03-01” with details

Symptoms: - Calculation fails immediately - Error mentions missing rates or tables - Specific effective date referenced

Solutions:

1. Verify effective date is valid:

   Check: Product effective date <= Your date <= Product end date
   Example: 2025-01-01 <= 2025-03-01 <= (no end date) ✓
   

2. Check table values exist for date:

   • Navigate to Admin → Rating Table Values

   • Filter by product and effective date

   • Ensure values exist for all dimension combinations

3. Verify product is active:

   • Go to Admin → Products

   • Check “Is Active” checkbox is selected

Issue: “Required field missing”

Screenshot Placeholder: Form with red highlighted fields showing “Territory is required” error message

Solutions:

Issue: “Formula execution timeout”

Symptoms: - Calculation takes too long - Timeout error after 30 seconds - Complex formulas involved

Solutions:

1. Simplify formulas: - Break complex calculations into steps - Avoid nested loops in Python expressions - Pre-calculate values in tables

2. Optimize table lookups: - Add indexes to frequently accessed dimensions - Reduce table size by removing unused values

3. Contact support for formula review

Authentication Issues

Issue: “Invalid credentials”

Screenshot Placeholder: Login screen with “Invalid username or password” error message

Solutions:

1. Password Reset:

   • Click “Forgot Password?” link

   • Enter email address

   • Check email for reset link

   • Create new password

2. Account Locked:

   • After 5 failed attempts, account locks for 15 minutes

   • Wait or contact administrator

3. API Token Issues:

   # Check token expiration
   curl -X GET https://api.tigerrating.com/v1/auth/verify \
     -H "Authorization: Bearer {token}"
   
   # Refresh if expired
   curl -X POST https://api.tigerrating.com/v1/auth/refresh \
     -d '{"refresh_token": "your_refresh_token"}'
   

Data Entry Problems

Issue: “Value out of acceptable range”

Screenshot Placeholder: Input field showing “Building value must be between $50,000 and $10,000,000”

Common Range Issues:

Issue: “Invalid territory code”

Solutions:

1. Check valid territory codes: - View product configuration - See allowed values list - Common codes: 001, 002, 003

2. Territory lookup: - Use ZIP code to find territory - Check territory map in documentation

Performance Issues

Slow Calculations

Issue: Calculations taking too long

Screenshot Placeholder: Performance dashboard showing calculation time graph with spike

Diagnosis Steps:

1. Check calculation complexity:

   Review in Rating History:
   - Execution time (should be <5 seconds)
   - Number of formulas executed
   - Table lookup count
   

2. Identify bottlenecks:

   • Complex Python expressions

   • Large table lookups

   • Multiple nested calculations

Solutions:

• Optimize formulas (contact support)

• Use cached results when available

• Break into smaller calculations

Page Loading Issues

Issue: Dashboard or pages load slowly

Solutions:

1. Clear browser cache: - Chrome: Ctrl+Shift+Delete - Firefox: Ctrl+Shift+Delete - Safari: Cmd+Option+E

2. Check network connection: - Run speed test - Try different network - Check VPN if applicable

3. Browser compatibility: - Use Chrome, Firefox, or Safari (latest versions) - Disable browser extensions temporarily

Configuration Problems

Product Setup Errors

Issue: “Product configuration incomplete”

Screenshot Placeholder: Product validation showing missing factors, tables, and formulas with red X marks

Configuration Checklist:

Product Setup Requirements:
☐ Product basic information
☐ At least one rating factor
☐ Required rating tables
☐ Calculation formulas
☐ Effective date set
☐ Product activated

Issue: “Circular formula dependency”

Symptoms: - Formula A depends on B, B depends on A - Calculation fails with dependency error

Solution: 1. Review formula execution order 2. Ensure linear dependency chain 3. Remove circular references

Table Configuration

Issue: “Table dimension mismatch”

Screenshot Placeholder: Table configuration showing dimension error with expected vs actual dimensions

Solutions:

1. Verify dimensions match factors: - Each dimension must map to a rating factor - Factor data types must be compatible

2. Check table values: - All dimension combinations should have values - Use “Generate Permutations” tool

API Integration Issues

Connection Problems

Issue: “Unable to connect to API”

Diagnostic Steps:

# Test API connectivity
curl -I https://api.tigerrating.com/v1/health

# Check DNS resolution
nslookup api.tigerrating.com

# Verify SSL certificate
openssl s_client -connect api.tigerrating.com:443

Common Causes:

Rate Limiting

Issue: “Rate limit exceeded”

Screenshot Placeholder: API response showing 429 error with rate limit headers

Solutions:

1. Check current limits:

   Response Headers:
   X-RateLimit-Limit: 1000
   X-RateLimit-Remaining: 0
   X-RateLimit-Reset: 1612137600
   

2. Implement backoff:

   import time
   
   def api_call_with_retry(func, *args, **kwargs):
       max_retries = 3
       for attempt in range(max_retries):
           try:
               return func(*args, **kwargs)
           except RateLimitError as e:
               wait_time = e.reset_time - time.time()
               time.sleep(wait_time)
   

3. Upgrade plan if needed

Data Issues

Import/Export Problems

Issue: “CSV import failed”

Screenshot Placeholder: Import dialog showing error “Row 5: Invalid date format” with preview

Common CSV Issues:

Format Requirements:
- UTF-8 encoding
- Comma-separated (not semicolon)
- Headers must match exactly
- Dates in YYYY-MM-DD format
- Numbers without currency symbols

Solution Template:

product_code,effective_date,territory,building_value,deductible
BOP,2025-02-01,001,500000,1000
BOP,2025-02-01,002,750000,2500

Data Validation

Issue: “Data consistency error”

Check for:

1. Duplicate entries

2. Orphaned records

3. Invalid references

4. Data type mismatches

Cleanup Script:

-- Find duplicate table values
SELECT product_id, dimension_values, effective_date, COUNT(*)
FROM rating_table_values
GROUP BY product_id, dimension_values, effective_date
HAVING COUNT(*) > 1;

System Administration

User Management

Issue: “Cannot create new user”

Screenshot Placeholder: User creation form with error “Email already exists”

Solutions:

1. Check existing users

2. Verify email format

3. Ensure unique username

4. Assign proper role

Permission Issues

Issue: “Access denied to configuration”

Role Requirements:

Permission Matrix

Action	Viewer	Underwriter	Admin
View products	✓	✓	✓
Calculate premium	✗	✓	✓
Configure products| ✗		✗	✓
Manage users	✗	✗	✓

Emergency Procedures

System Down

If entire system is unavailable:

1. Check status page: https://status.tigerrating.com

2. Verify network connectivity

3. Contact support immediately

4. Use backup procedures if available

Data Recovery

If data appears lost:

1. Don’t panic - system has automatic backups

2. Note exact time of issue

3. Document what was lost

4. Contact support with details

Rollback Procedure

If bad configuration deployed:

Emergency Rollback Steps:
1. Access Admin panel
2. Go to Product Versions
3. Select previous version
4. Click "Restore Version"
5. Confirm effective immediately
6. Test with sample calculation

Getting Help

Support Channels

Screenshot Placeholder: Support page showing chat widget, email form, and phone number

Priority Support:

Support Response Times

Channel	Critical	High	Medium	Low
Phone	< 15 min	< 1 hr	< 4 hrs	Next day
Email	< 30 min	< 2 hrs	< 8 hrs	2 days
Chat	< 5 min	< 30 min	< 2 hrs	< 8 hrs

Information to Provide

When contacting support:

Required Information:
☐ Your username/account
☐ Time of issue (with timezone)
☐ Product and version affected
☐ Error message (exact text)
☐ Steps to reproduce
☐ Screenshots if applicable
☐ Run ID for calculations

Optional but Helpful:
☐ Browser and version
☐ Network environment
☐ Recent changes made
☐ Workarounds tried

Self-Service Resources

Before contacting support:

1. Knowledge Base: https://help.tigerrating.com

2. Video Tutorials: https://learn.tigerrating.com

3. Community Forum: https://forum.tigerrating.com

4. API Documentation: https://api.tigerrating.com/docs

5. Status Page: https://status.tigerrating.com

Diagnostic Tools

Built-in Diagnostics

Screenshot Placeholder: Diagnostic panel showing system health checks with green checkmarks and red X’s

Access diagnostics:

1. Navigate to Settings → Diagnostics

2. Run health checks: - Database connectivity - API availability - Cache status - Formula validation

Log Analysis

View system logs:

Log Locations:
/admin/logs/          - Admin activity
/api/logs/           - API requests
/rating/logs/        - Calculation logs
/system/logs/        - System events

Browser Console

Check for client-side errors:

1. Open Developer Tools (F12)

2. Go to Console tab

3. Look for red error messages

4. Copy errors for support

Prevention Tips

Best Practices

Avoid common issues:

1. Regular Testing: - Test calculations after changes - Verify formulas with edge cases - Check all products monthly

2. Documentation: - Document custom configurations - Keep change log - Note workarounds used

3. Training: - Attend quarterly training - Review documentation updates - Share knowledge with team

Regular Maintenance

Monthly Checklist:
☐ Review error logs
☐ Check calculation performance
☐ Verify table data integrity
☐ Test sample calculations
☐ Update documentation
☐ Review user feedback

Monitoring Setup

Set up alerts for:

• Failed calculations > 5%

• Response time > 5 seconds

• API errors > 1%

• Database connection issues

• Storage > 80% full

Quick Reference

Error Code Reference

Common Error Codes

Code	Meaning	Quick Fix
E1001	Missing required field	Fill all required fields
E1002	Invalid data format	Check format requirements
E2001	No rates found	Verify effective date
E2002	Formula execution failed	Review formula syntax
E3001	Authentication failed	Check credentials
E3002	Insufficient permissions	Contact administrator
E4001	API rate limit exceeded	Wait or upgrade plan
E5001	Database connection error	Contact support

Keyboard Shortcuts

Troubleshooting Shortcuts

Shortcut	Action
Ctrl+Shift+D	Open diagnostics panel
Ctrl+Shift+L	View recent logs
Ctrl+Shift+H	Show help for current page
F12	Open browser developer tools

Tip

Keep this troubleshooting guide bookmarked for quick reference when issues arise.

Warning

Never share screenshots containing sensitive data or API credentials when seeking help.