Troubleshooting

This section is organized by symptoms. Use the User Guide for normal configuration and workflows; backup, upgrades and migrations live under system maintenance or installation.

Find an issue by category

Category	Typical symptoms	Guide
Authentication	Locked account, secret viewing, OTP or Passkey	Authentication
SSH	Authentication failure, key incompatibility, disconnects or encoding	SSH Connections
Windows / RDP / VNC	Black screen, disconnect, domain, clipboard or RealVNC	RDP and VNC
Files	Empty SFTP, missing file button or absent Windows upload	File Management
Web assets	Domain, WebSocket, redirect or Grafana Origin errors	Web Assets
Network and gateways	Offline asset, gateway routing, IPv6 or WOL	Network and Gateways

General diagnostic order

Record the complete error, time, user and asset.
Determine whether one user/asset or the entire system is affected.
Test the same asset as an administrator to separate connection and authorization issues.
Check Resource Authorization.
Test connectivity from Next Terminal or the selected gateway to the target.
Search Audit Logs.
Start a new session after configuration changes.

Information to include in a support request

Next Terminal version and deployment method.
Browser or native client and version.
Protocol, target OS and access method.
Gateway or gateway-chain use.
Complete error and timestamp.
Reproduction steps and whether an administrator also fails.
Relevant logs with passwords, tokens, private keys, cookies and sensitive addresses removed.

Maintenance and reference