priiism troubleshooting and common issues

This page covers the most common setup and operational issues teams encounter with priiism, along with how to resolve them and when to escalate to support.

IDE plugin not connecting

Symptoms: Plugin installed but showing disconnected status; no suggestions appearing in the editor.

Steps to resolve: 1. Confirm the developer has authenticated with their priiism credentials from within the plugin (look for the sign-in prompt in the plugin panel) 2. Check that your organization's firewall or proxy allows outbound connections to priiism's API endpoints (contact support for the current IP allowlist) 3. Verify the plugin version is current — outdated plugin versions are the most common cause of connection failures 4. Re-authenticate by signing out and back in from the plugin settings

Repository connection failing

Symptoms: Git provider returns an error during OAuth or token setup; repositories not appearing in the priiism dashboard.

• Confirm the authenticating user has admin access to the repository or organization in GitHub/GitLab
• For token-based connections, verify the token has not expired and has the required scopes (repo read, webhook write)
• Re-initiate the connection from the Integrations page in the dashboard
• If using GitLab self-hosted, confirm your instance URL is correctly entered and accessible from priiism's network

CI/CD pipeline hook not triggering

Symptoms: priiism does not respond to commits or pull requests; no automated test or analysis runs appearing in the dashboard.

Steps to resolve: 1. Confirm the webhook URL is correctly entered in your Git provider's webhook settings 2. Check webhook delivery logs in GitHub/GitLab for failed delivery attempts (look for non-200 response codes) 3. Verify the pipeline hook or plugin is configured to trigger on the correct events (push, pull request, merge) 4. Re-save the webhook configuration after confirming the URL

AI suggestions are off-target or irrelevant

Symptoms: Generated code does not match team conventions; test suggestions are inaccurate.

Resolution: priiism's codebase scan needs sufficient repository history to learn your patterns accurately. If the scan ran on a sparse or recently initialized repository, accuracy will be lower early on. Provide correction feedback through the thumbs-down / edit flow in the plugin — each correction improves future suggestions. Enterprise customers can also request an accelerated fine-tuning session.

Support escalation paths

| Issue type | Channel | Response time | |---|---|---| | Basic usage and integration questions | Chat / email | 4 hours | | Complex integration or performance issues | Technical support | 2 hours (enterprise) | | Platform bugs or feature requests | Tier 3 engineering | Direct communication | | Production outages (enterprise) | Emergency support | 24/7 |

Contacting support

Log into the priiism dashboard and use the Support menu to open a ticket. Enterprise customers should contact their dedicated Customer Success Manager for priority routing.