U3b · September 2026 · Users and support
Troubleshooting and support
Find the right next step without losing context or weakening access controls.
Start with the symptom
| Symptom | Check | Next step |
|---|---|---|
| Old interface after release | Tab opened before the deployment | Reload the tab after preserving any unsaved work. |
| Login rejected | Approved account/domain, active state, repeated attempts | Wait if throttled; contact the account administrator without sending your password. |
| Signed in but no pilot evidence | Selected project and current membership | Administrator checks organization, project and source scope separately. |
| Gray tract or missing score | Legend, reason code, source period | Inspect the profile; never replace a null with zero. |
| Overlap unavailable outside Washington | Release geography | Use a supported view; do not interpret absence as no concern. |
| Unexpected overlap count | Directions, thresholds, exclusions and assessable denominator | Read the method panel and underlying cells. |
| Facility missing or duplicated in a list | Coverage gaps and linked CMS/HIFLD records | Inspect source identity and linked campuses before counting facilities. |
| Add to annex disabled | Displayed admission reason | Check current membership and source permission, the installed U3b annex configuration, and Thurston geography. Add additional measures through Build annex. Neighbor and national inputs remain explore-only. |
| Export pending or failed | Run/export state and visible error | Wait for completion or report the request/run ID; do not repeatedly create duplicates. |
| Browser does not download | Visible Download link and browser permission | Click the ready link explicitly; check browser restrictions. |
| Owner and viewer disagree on bridge fields | Role projection | Expected for owner-only fields; compare only permitted fields. |
Errors and recovery decisions
A 401 normally requires sign-in; a protected 404 intentionally does not reveal whether hidden evidence exists. A 429 is a request budget signal. A 503/504 may require operator investigation. Preserve a displayed request ID and the approximate timestamp.
Do not try alternate project identifiers to enumerate hidden data. Do not clear or fabricate server evidence just because a browser view is unavailable. If a previously visible source disappears, ask whether rights or admission changed before calling it a data-loss incident.
Support request template
Version/release shown or date first observed:
Approximate time and time zone:
Workflow: Place and goal / Explore evidence / Build annex / Saved projects / other task (name it)
County and measure or layer:
Project identifier (if appropriate for this channel):
Steps to reproduce:
Expected result:
Actual result / exact error code:
Displayed request or run ID:
Browser/device and whether reloading changed the result:
Impact: one user / one project / all observed users
Do not attach passwords, cookies, secret paths or confidential exports.Keyboard, mobile and accessible use
The documentation offers a skip link, labeled navigation, native search, section links, readable tables and print styles. Its search results are keyboard links with an announced count. It remains readable when JavaScript is disabled.
Use the app’s keyboard-accessible controls and text details alongside the map; do not rely only on color. Missing statuses are expressed in words. On a narrow screen panels stack; the documentation’s wide tables can scroll within a labeled region.
Keyboard users can do everything on the main paths without the mouse. Every page has a skip link and the same header and task menu; a Place or Workspace choice made with the arrow keys applies when you press Enter or leave the list. On the Explorer and on Needs and site analysis, “View all tracts” lists every tract’s value (or why it is missing) and, after an analysis, its access in words; choosing a row keeps your place and centres the map. Maps pan and zoom with buttons, or with the arrow keys and + / − once the map has focus. The Explorer’s “Sources and attribution” list names the data behind the map.
Accessibility review, September 30, 2026: sign-in, both planning paths, Explorer measure and tract selection, clinic listing checks and reports were checked against WCAG 2.2 Level AA with automated testing (axe-core) in light and dark themes at desktop and phone widths, plus keyboard-only walkthroughs, 320-pixel reflow, 200% zoom and text-spacing checks. The issues found were fixed and the checked pages report no automated WCAG A/AA violations. The review did not open the dialogs that create or save records (briefs, reviews, cited drafts, saved analyses) or the Compare overlay. Not yet done: testing with a screen reader (NVDA, JAWS, VoiceOver or TalkBack) and on touch devices, forced-colours mode and speech input. The map canvas itself is a third-party surface; use the tract tables and text details instead.
If you encounter a keyboard trap, unlabeled control, unreadable contrast or inaccessible output, include the control/workflow and assistive technology in the support report. The tested paths are not a blanket certification of every optional feature or third-party map surface.
Support boundaries and ownership
Contact your project administrator for account and project-access issues, the data steward for interpretation/coverage, and the operator for service/export failures. The application owner coordinates cross-cutting incidents and release decisions.
No support mailbox, staffed hours, response-time guarantee or escalation roster is established in this repository. Your organization should publish those separately rather than copying a placeholder as a real support commitment.
Implementation references for this manual
Repository paths reviewed for this U3b documentation. Optional code is not a claim of live availability.
src/lookout/flow/recordsPanel.jssrc/lookout/flow/annexStep.jssrc/lookout/flow/tractMeasures.jsserver/app/application.mjs