> ## Documentation Index
> Fetch the complete documentation index at: https://docs.k16solutions.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Diagnose common K16 access, data, import, and integration issues before contacting Support.

Start with the symptom you can observe. Record exact messages and timestamps as you work so another person can reproduce the issue.

## You cannot sign in

<Steps>
  <Step title="Check the sign-in method">
    Use the method configured by your institution. If your institution uses SSO, begin from its
    approved K16 or identity-provider entry point.
  </Step>

  <Step title="Reset a K16 password when applicable">
    Use **Forgot password** only for an account that signs in with a K16 password. Check your spam
    or quarantine folder for the reset message.
  </Step>

  <Step title="Complete the required verification">
    Finish MFA verification when your institution requires it. Ask an administrator for help if you
    no longer have the enrolled authenticator.
  </Step>
</Steps>

## A page or action is missing

1. Confirm that you selected the intended workspace.
2. Check whether the product area is enabled for that workspace.
3. Ask an administrator to verify your role and relevant data access.
4. Refresh the page after an administrator changes your access.

See [feature availability](/reference/feature-availability) and [permissions](/reference/permissions).

## Data is missing or unexpected

1. Confirm the selected workspace, date range, course, and filters.
2. Check the source integration's status.
3. Review granular data access rules when the issue affects DataX.
4. Compare the source system's record with the value visible in K16.
5. Record one representative identifier that Support can investigate.

## An import or export fails

1. Open the run details and note its current [status](/reference/statuses).
2. Download any available validation or error report.
3. Compare the file with the current [format requirements](/reference/file-formats-and-limits).
4. Correct the source file or configuration before retrying.
5. Avoid starting several identical retries while one run is active.

## An integration needs attention

Open **Settings** > **Integrations**, then review the integration status and visible message. Verify the connected system is available before you change credentials or permissions.

<Warning>
  Do not send passwords, MFA codes, private keys, access tokens, or full student records in a
  support request.
</Warning>

## Check for a broader issue

Ask your institution's K16 administrator whether other people can reproduce the behavior. If the issue is not explained by local access or configuration, [prepare a support request](/support).

## A maintenance page appears

Read the maintenance message, then select **Retry current page** when you are ready to try again. If the message persists, follow any support or status link shown on the page. Include the time and visible message in your support request.