Troubleshooting
Find the right recovery steps for account, subscription, connector, file and AI task problems.
Start with the exact message, the selected organization and whether the action actually completed. Avoid repeatedly submitting the same request.
- 1Read the message
- 2Check the current state
- 3Fix the specific cause
- 4Retry once safely
- 5Report repeated failure
Find the relevant guide
| Problem | Guide |
|---|---|
| Cannot sign in, verify email or use MFA | Account access and recovery |
| Action denied, role unavailable, paid account read-only | Access and permission problems |
| Trial ended, upgrade required, storage full | Plans and storage |
| Source authentication failed, sync stopped, many files skipped | Connector troubleshooting |
| Plugin or personal model connection missing | Skills and plugins and BYOK |
| Agent paused, result missing, provider interrupted | Task states and safe recovery |
| File preview or extraction failed | Supported files |
| Memory missing or private folder unavailable | Memory |
A file is not found
Confirm the workspace/source, expected folder scope, latest sync and processing result. Then check role access and original-source permission. Search for a distinctive phrase from a known supported file. A missing result does not prove the document was deleted.
Display or download problem
Refresh once after saving any unsent draft. Check the actual attachment and browser download permissions; on mobile, a file may open in a viewer first. Try the source preview or extracted text where offered. If the problem is repeatable, record the page, device, browser and safe screenshot.
For administrators
Use Diagnostics for jobs and document failures, and Audit log for relevant access or configuration changes. Do not expose secrets when exporting evidence.
Report the timestamp, affected organization, page or job reference, selected model/provider if relevant, exact message and expected result. A support report should not include passwords, API keys, MFA setup data or unnecessary source content.