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Support and troubleshooting (white-label)

Brand does not update on login page​

Symptom: Still shows Carina Cloud after saving brand settings.

Causes: Browser cache, wrong host (platform URL instead of custom domain), or non-owner saving brand.

Fix:

  1. Confirm you are workspace owner.
  2. Hard refresh or use incognito on the same host clients will use.
  3. Check GET /api/brand on that host.
  4. For custom domains, complete DNS verification first.

Custom domain verification fails​

Symptom: TXT record published but verification errors.

Causes: Wrong record name (_carina-verify subdomain), propagation delay, or proxy/CDN stripping TXT.

Fix:

  1. Use the exact token from the workspace domains UI.
  2. Wait up to 24 hours for DNS propagation.
  3. Query with dig TXT _carina-verify.yourdomain.com.
  4. Disable orange-cloud/proxy on the TXT record if using Cloudflare.

Client sees wrong packs​

Symptom: Vertical bundle missing or competitor packs visible.

Causes: Pack not enabled, partner catalog scope, or marketplace disabled on self-hosted.

Fix:

  1. Open Skill packs and install the bundle again.
  2. Partner operators: check pack_catalog on partner account.
  3. Self-hosted: set ACTIVE_SKILL_PACKS or use carina packs enable.

Emails still from Carina address​

Symptom: Invites sent from platform sender.

Causes: senderEmail not set, domain not verified for email, or hosted defaults still active.

Fix:

  1. Set senderName and senderEmail in brand settings.
  2. Configure Resend/domain authentication per your operator runbook.
  3. Resend test invite after canonical domain is active.

Billing shows Carina plan names​

Symptom: Client sees generic plan labels.

Fix: Set productName in brand settings. Reload Billing page.

Docker stack isolation​

Symptom: Ops panel shows another customer's containers.

Causes: Missing ops scope env on shared host.

Fix:

export CARINA_WHITE_LABEL_STACK=client-stack-name
# or
export OPS_DOCKER_PROJECTS=client-stack-name

Deploy with ./scripts/deploy-white-label-stack.sh up -d. Smoke test:

./scripts/smoke-docker-scope.sh

Full white-label release verification (branding, tenant fixtures, copy guard, app + ops tests):

./scripts/verify-white-label.sh

Per-package shortcuts:

cd backends/servers/core.carinaai.uk && pnpm test:white-label
cd frontends/client-apps/app.carinaai.uk && pnpm test:white-label
cd backends/admin/ops.carinaai.uk && pnpm test:white-label

Marketplace disabled on self-hosted​

Symptom: No vertical bundle cards in Skill packs.

Expected: Self-hosted single-tenant installs may hide marketplace UI. Enable packs via CLI or ACTIVE_SKILL_PACKS.

Who to contact​

Issue typeContact
Your product SLAYour support email (set in brand)
Hosted platform outageYour operator escalation to VERLOX
Kernel bugGitHub issues for open-source path
Scout productLabyrinth Scout support per your Scout contract