Skip to main content

​
Troubleshooting After an Update

If you experience issues after updating Hoop components, follow the checks below before contacting support. These steps resolve most update-related problems and help us investigate faster when a ticket is opened.

​
1. Verify component versions

All Hoop components must run the same version. Check the versions of:
  • Gateway
  • Agent
  • CLI (if you access resources through CLI)
Expected state
  • Gateway, Agent, and CLI are on the same version
  • If CLI is not used, Gateway and Agent must still match
Version mismatches can cause connection failures, command issues, and unexpected behavior.

​
2. Confirm the Agent is online

After an update, ensure the Agent is online and connected to the Gateway. If the Agent is offline:
  • Restart the Agent
  • Confirm network access to the Gateway
  • Verify the service is running in the host environment

​
3. Test resource connectivity

If the issue involves a database or resource connection, test the connection directly from the Hoop UI. Go to: Resources → Roles → Connect → Test connection All checks must return Success. If a check fails:
  • Agent Status The Agent may be unavailable or disconnected.
  • Connection Status Credentials may be incorrect, or the resource itself may be unavailable.

​
4. Refresh the browser UI

After a platform update, your browser may still be using cached UI assets, which can cause visual issues or inconsistent behavior. Perform a hard refresh:
  • macOS: Cmd + Shift + R
  • Windows / Linux: Ctrl + Shift + R
This forces the browser to load the latest UI assets.

​
5. If the issue persists

When reporting the problem, include the following information to help us investigate quickly.

​
Reproduction steps

Provide a clear step-by-step description of how the issue occurs.

​
Components versions

Share the version of all Hoop components that you are using. Gateway, Agent and CLI (when it’s the case)

​
Evidence

Include full-screen screenshots or a full-screen recording showing the complete flow until the issue happens.

​
Severity

Describe the impact:
  • Low – Unexpected behavior, but the workflow is still possible
  • Medium – Part of the workflow is affected
  • Critical – Usage is completely blocked

​
Impact scope

Provide an estimate of how many users, teams, or business areas are affected (for example: a few users, one team, dozens of users).
Providing this information upfront allows our team to investigate more directly and significantly reduces the time required to resolve issues.