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Troubleshooting

Common problems and how to fix them.

AI & Chat Issues​

AI is not responding​

  • Check your internet connection — the AI needs an active connection
  • Try refreshing the page — sometimes the connection drops
  • Start a new chat — the current conversation may have an issue
  • Contact your admin — the AI provider might be temporarily down

AI gives wrong or irrelevant answers​

  • Rephrase your question — be more specific about what you need
  • Check the source citations — see which documents the AI used. The answer might be based on an outdated document
  • Try a different thinking mode — switch to Deep or Ultra for complex questions
  • Ask in the right assistant — a specialized assistant (HR, IT) may give better answers for domain-specific questions
  • Report to your admin — the Knowledge Base may need updated documents

AI says it cannot find information​

  • The document may not be uploaded — ask your admin to check the Knowledge Base
  • You may not have access — the document might be at a higher access level than your role
  • Try different wording — use different keywords or phrases
  • The document may be too new — recently uploaded documents need a moment to be processed

Tool confirmation card does not appear​

  • The AI may respond with text instead — some actions are confirmed through text, not cards
  • Try being more explicit — "Create a task titled X assigned to Y due Z" gives the AI clear instructions

Task Issues​

I cannot create a task​

  • Check your role — only Managers and Admins can create and assign tasks to others. Members can create tasks for themselves
  • Check if you are in the right department — task creation may be department-scoped

Task is stuck in "In Review"​

  • A manager needs to approve it — check with your manager
  • The approval notification may have been missed — remind the approver directly

SLA timer seems wrong​

  • SLA only counts business hours — nights, weekends, and holidays are not counted
  • Check business hours configuration — ask your admin if the working hours are set correctly

I cannot move a task to "Done"​

  • Completion conditions may be required — check if there are conditions (checklist, file upload, approval) that need to be met first
  • Open the task detail and scroll to the Completion Conditions section to see what is pending

Document Issues​

Document upload fails​

  • Check file size — there may be a size limit set by your admin
  • Check file format — see Supported Formats for the full list
  • Try a different browser — some browser extensions can block uploads
  • Remove password protection — encrypted or password-protected files cannot be processed

AI cannot find my uploaded document​

  • Wait a moment — new documents need time to be processed
  • Check the access level — if set to "Personal", only you can access it in your own chats
  • Verify the document uploaded successfully — go to My Documents and check if it appears

Document search returns no results​

  • Try different keywords — the search understands meaning, so rephrase naturally
  • Ask the AI instead — chat search is more powerful than the document list search
  • The document may be at a restricted access level

Login Issues​

I forgot my password​

  • Contact your organization administrator to reset it

My account is locked​

  • Wait for the countdown timer to finish (10 or 30 minutes depending on attempts)
  • Do not keep trying — it will extend the lockout

I cannot access the platform​

  • Check that your admin has created your account
  • Verify you are using the correct email address
  • Make sure your account has not been deactivated

Notification Issues​

I am not receiving notifications​

  • Check Settings — notification preferences may be turned off
  • Check your email spam folder for email notifications
  • Verify your email address is correct in your profile

Too many notifications​

  • Go to Settings to customize which notifications you receive
  • You can disable non-critical notifications while keeping important ones (like SLA warnings)

Blueprint Issues​

I cannot see the Blueprints section​

  • Blueprints are only visible to Managers, Executives, and Admins
  • Members cannot access Blueprints (but they receive tasks created by blueprints)

A blueprint process is stuck​

  • Check which step is pending — someone may need to complete a task or approve
  • Contact the assignee of the stuck step
  • Admins can cancel stuck processes if needed

General​

The page looks broken or UI is not loading​

  • Hard refresh the page (Ctrl+Shift+R or Cmd+Shift+R)
  • Clear browser cache
  • Try a different browser
  • If the problem persists, contact your admin

I need a feature that is not available​

  • Contact your admin — they may be able to enable it or configure it for your role
  • Some features are role-restricted and may require a role change

Still Need Help?​

If none of the above solves your problem:

  1. Contact your organization administrator
  2. Visit arketic.ai/contact to reach the Arketic support team