When a bug won't reproduce, stop trying to recreate it and look at the customer's real environment instead: their logs, traces, configuration, feature flags, and data for the exact time it happened. Most cannot-reproduce bugs depend on something specific to that account.
Where the difference usually hides
- Feature flags or plan-level settings that differ from your test account
- Data shape, size, or a specific record that triggers an edge case
- Region, browser, SDK version, or integration version
- Timing: race conditions, retries, or a deploy mid-session
What to ask the customer for
- The exact time it happened, with time zone
- A request ID or error ID if the product shows one
- Whether it happens for every user on the account or just one
Decimal investigates against the customer's production evidence, which is where these bugs live. See cannot reproduce and X-Request-ID.