> For the complete documentation index, see [llms.txt](https://docs.theconfigteam.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.theconfigteam.com/prebilt-for-public-cloud/support/troubleshooting.md).

# Troubleshooting

## Connection errors

Follow the steps below to identify and resolve connection issues.

{% stepper %}
{% step %}

### Check SAP access

Can you access your SAP system directly via a browser?

If <mark style="color:$danger;">**no**</mark>, this is likelty a network or SAP-side issue. Please contact your SAP/IT team.

If <mark style="color:$success;">**yes**</mark>, continue to the next step.
{% endstep %}

{% step %}

### Recent APK changes

Have you recently updated or changed your APK?

If <mark style="color:$success;">**yes**</mark>, revert to the previous APK version and test again.

If <mark style="color:$danger;">**no**</mark>, continue to the next step.
{% endstep %}

{% step %}

### SAP system status

Check your SAP system status page.

If there are <mark style="color:$danger;">**errors present**</mark>, the issue is likely within the SAP environment. Contact your SAP team for support.

If <mark style="color:$success;">**no issues**</mark> are reported, continue to step 4.
{% endstep %}

{% step %}

### Reconnect PreBilt

Navigate to the **System** tab and run the automation to reconnect.

If <mark style="color:$success;">**successful**</mark>, the issue is resolved.

If <mark style="color:$danger;">**unsuccessful**</mark>, continue to escalation.
{% endstep %}

{% step %}

### Escalation

If the issue persists:

* Wait for the system to come back online (if applicable)
* Raise a support ticket with the following details:
  * APK version
  * Last successful action
  * Any relevant logs
    {% endstep %}
    {% endstepper %}