Overview
If your OTTO project fails to activate or you receive an error when trying to deploy schemas, this article explains what to do next. Because the specific causes of OTTO activation and schema deployment errors can vary and require investigation on the backend, the steps below are designed to help you gather the right information before reaching out to our support team.
What to Check Before Contacting Support
Before escalating, run through the following to help our team investigate faster:
- Note the exact error message you are seeing (for example, 'unable to process request' or any other specific wording).
- Identify which OTTO project is affected — have the project name and the associated website URL ready.
- Note the approximate date and time when the error first occurred.
- Try refreshing your browser and attempting the action again. If the error persists after a refresh, it is unlikely to resolve on its own.
- Check whether the issue affects one specific project or all projects in your account, and note that detail when you reach out.
What to Have Ready When You Escalate
Our support team will need the following details to investigate your OTTO activation or schema deployment error:
- Your account email address and the name of the affected workspace.
- The exact error message displayed when the failure occurs.
- The name of the affected OTTO project and the website it is connected to.
- A screenshot or screen recording of the error if possible.
- The timestamp of when the error occurred.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.