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Troubleshooting

Common problems and how to fix them. Find the section that matches your issue, work through the tips in order, and if nothing helps, jump to Still Need Help? at the bottom.

:::tip Fastest first checks Many problems clear up with three quick steps: refresh the page, sign out and back in, or try a different browser. Try these before anything else. :::

:::info Ask inside Arketic For "how do I…" questions, open Help & Support at the bottom of the sidebar, or press ?, and ask the help assistant. It answers from this documentation and shows the pages it used. See Help & Support. :::

AI & Chat Issues​

The AI is not responding​

  • Check your internet connection — the AI needs an active connection to answer.
  • Refresh the page — the live connection to the chat can drop.
  • Start a new chat — the current conversation may be stuck. Use the New Chat button.
  • Wait a moment and retry — the AI may be busy. Try again shortly.
  • Contact your admin — if it keeps happening, the AI service may be temporarily unavailable.

The AI gives wrong or irrelevant answers​

  • Rephrase your question — be specific about what you need.
  • Check the sources — when an answer is based on documents, the sources are listed with it. The reply might be based on an outdated document.
  • Turn thinking on — click the brain icon next to the message box so the assistant reasons through the question before answering. The icon turns purple while thinking is on. See Thinking.
  • Ask in the right assistant — a specialized assistant (for example HR or IT) often gives better answers for its area.
  • Always verify critical information — the AI can make mistakes. Double-check anything important before you act on it.
  • Report it — if the answer came from an outdated document, tell the person who looks after the Knowledge Base so the document can be replaced.

The AI says it cannot find information​

  • Check that Document Search is on — click the Tools button next to the message box and make sure the Document Search switch is on. The switch is shown only for assistants that are allowed to search documents. See Using AI Tools.
  • The document may not be uploaded — your own files belong in My Documents; shared ones belong in the Knowledge Base.
  • You may not have access — a Knowledge Base document can be at an access level your account doesn't reach.
  • Try different wording — use different keywords or phrases.
  • The document may be too new — recently uploaded documents need a moment before the AI can use them. See The AI cannot find my uploaded document.

The tool confirmation card does not appear​

When the AI is about to take an action, it shows a card titled Action Requires Approval, with Approve and Cancel buttons — nothing runs until you click Approve. If you expected a card and did not see one:

  • The AI may have answered with text instead — not every reply involves an action.
  • Be more explicit — for example, "Create a task titled X, assign it to Y, due Z" gives the AI a clear action to confirm.

Task Issues​

I cannot create a task​

  • Look for the New Task button — it is at the top right of the Tasks page. By default members, executives and admins all have it. If it is missing, your roles don't include creating tasks; ask your administrator.
  • Fill in the two required fields — Create stays greyed out until the task has a Title and a Department.
  • Check the department list — it shows only the departments you can create tasks in:
You areDepartments you can choose
An admin or an executiveEvery department
A department managerThe departments you manage
Anyone elseYour own department and teams

See Creating Tasks.

A task is stuck in "Pending Approval"​

  • An approval is pending — someone marked the task done while it still needed an approval. It stays in Pending Approval until an approver approves or rejects it. You can't change this status by hand or drag the card to another column.
  • Find the approver — by default an admin, an executive, or the manager of the task's department can approve. Follow up with them directly.
  • The notification may have been missed — add an @mention in a task comment so the approver gets notified again.

See Approvals.

The SLA timer looks wrong​

  • Only business hours count — time outside your department's working hours and on non-working days is skipped, so the elapsed time can look lower than real clock time.
  • Check the business hours — they are set per department under Tasks → Settings → Business Hours. Department managers and admins can change them; if you can't see the Settings tab, ask your department manager.

See Time Tracking.

I cannot move a task to "Done"​

A task can have Done Conditions that must be met before it closes. Open the task and look at the Done Conditions section to see what is still open. While a required condition is unanswered, the bottom of the task shows "2 condition(s) pending" (with the real number) and Mark Done stays disabled.

Conditions can include a checklist to tick off, a text or number answer, an amount, a date, a dropdown choice, a file to upload, an approval to obtain, a dependency on another task, or a calculated result. Complete every required condition, and the task can move to Done.

Two other things can happen:

  • The task goes to Pending Approval instead — when the task needs an approval, Mark Done sends it to Pending Approval and shows "Task pending approval". It moves to Done once it is approved.
  • Mark Done is disabled and its tooltip says "You don't have permission to complete tasks" — your roles don't include completing tasks. Ask your administrator.

See Completion Conditions.

info

Time tracking is automatic — you never log hours manually. A task that runs past its target keeps working and shows an over-time badge; it does not block you from finishing.

Document Issues​

A document upload fails​

  • Check the file size — a file can be up to 50 MB.
  • Check the file format — see Supported Formats for the full list of accepted file types.
  • Check the number of files — you can upload up to 20 files at once. With more, you see "Maximum 20 files allowed".
  • The file is already there — a file whose content you uploaded before is rejected. Renaming it doesn't help; the existing copy is already in your library.
  • Your allowance is full — when your organization's document allowance is used up, uploads stop. Delete documents you no longer need, or ask your administrator.
  • Try a different browser — some browser extensions can block uploads.

When you upload several files at once, the finished window lists each file that failed with the reason: File too large, Unsupported file type, Already uploaded or Storage limit reached.

See Uploading Documents.

The AI cannot find my uploaded document​

Open My Documents and look at the document's card. If the AI can't use the file, a notice under the file name says why:

Notice on the cardWhat it meansWhat to do
"Still being read — the AI cannot use it yet"The file was uploaded and is still being preparedWait a little and look again
"Text could not be read — the AI cannot use this file"The text could not be taken out of the fileClick Try again on the card. If it keeps failing, export the file as PDF and upload that
"Indexing failed — the AI cannot find this file"The file was read but could not be made searchableClick Try again on the card
"No readable text found — probably a scan without OCR"The file has no text the AI can read — for example a scanned imageClick Try again. If nothing changes, upload a version that contains real text

If the card shows no notice, the file is ready. Then check these:

  • Confirm you are the owner — files in My Documents are personal. Only you can use them, and only in your own chats. To share a document with colleagues, add it to the Knowledge Base.
  • Check that Document Search is on — see The AI says it cannot find information.
  • Name the document in your question — for example "According to the Q3 budget file, …".

Document search returns no results​

  • Search by file name — the search box in My Documents matches file names, not the text inside the files. Type part of the name.
  • Clear the filters — if you see "No documents match this filter", a type or date filter is hiding your files. Clear it to see them again.
  • Ask the AI instead — to find something by what a document says, ask a question in chat.
  • Looking for a shared document? — documents your organization shares are in the Knowledge Base, and you only find the ones your account can access.

Login Issues​

I forgot my password​

  • Click Forgot your password? under the Sign In button, enter your email address, and click Send recovery code. Enter the 6-digit code from the email and choose a new password.
  • No email after a few minutes? Check your spam folder and the address you typed.
  • Still nothing, or no access to your mailbox? Ask your organization administrator for a recovery code, then use I already have a code from my administrator on the same screen.
  • If the code is rejected, it has expired or was already used — request a new one. See Login.

A security verification question appears at login​

After several failed sign-in attempts, the login screen shows a short math question under the note "Security verification: Answer the question below." You must answer it before you can try again. Type the answer, then your email and password, and continue signing in. This is a normal protection step, not an error.

My account is locked​

  • The sign-in screen shows "Your account is locked" with the countdown "Try again in M:SS", and the button reads Locked.
  • Wait for the countdown to finish. Depending on how many attempts were made, the lock lasts about 10 minutes or, after more attempts, about 30 minutes.
  • Do not keep trying while locked — it will not sign you in and can extend the wait.

I cannot access the platform​

  • Check that your account was created — accounts are set up by your admin; there is no self-signup.
  • Verify you are using the correct email address.
  • Your account may be inactive — if you see "Your account is not active. Please contact your administrator.", ask your admin to reactivate it.
  • Your organization account may be suspended — "Your organization account has been suspended. Please contact support." means the whole organization's access is paused; contact your admin.
  • You are signed in but see "You don't have access to any features yet" — your account has no role yet. See Account & Access.

Notification Issues​

I am not receiving notifications​

  • Check your notification preferences — click Settings at the bottom of the sidebar and open Notifications; make sure the group you expect is switched on.
  • Look for the bell in the right place — on a desktop it is a button in the top-right corner; on a phone it is in the top bar. On a desktop the bell is hidden while the workflow editor is open — leave the editor to see it.
  • Check your email spam folder for email notifications.
  • Verify your email address is correct on your Profile (click your user card at the bottom of the sidebar, then Profile). If it is wrong, ask your administrator to correct it.

Clicking a notification does not open anything​

  • Tasks is not in your organization's package — task and service request notifications still arrive, but they can only open Tasks when your organization has it and you can reach it.
  • The notification has no page of its own — some notifications are only a message. Clicking one marks it as read and closes the panel.

See Notification Bell.

Too many notifications​

Your notification preferences live under Settings → Notifications, where you can switch off any group you do not want. Turning a group off silences it only for you — everyone else keeps their own settings.

Notification groupWhat it covers
Task ActivityAssignment, completion, cancellation, and approval notifications
Comments & MentionsTask comments and @mention notifications
SLA & RemindersApproaching deadlines, SLA warnings and breaches, escalations
Process & RequestsProcess completion and service request notifications
tip

Keep SLA & Reminders on even if you mute other groups — it is how you hear about approaching deadlines and SLA warnings.

Blueprint Issues​

I cannot see the Blueprints section​

  • By default Blueprints is visible to Admins, Executives, and department managers (people who manage a top-level department). Your organization can also give it to other people through a custom role.
  • Blueprints is part of your organization's package. If the package doesn't include it, nobody sees it — administrators included.
  • Members do not see Blueprints by default, but they still receive the tasks that blueprints create.

A blueprint process is stuck​

  • Check which step is pending — someone may still need to complete a task or give an approval.
  • Contact the assignee of the stuck step to move it along.
  • Cancel it if it has to stop — admins, executives and department managers can cancel a running process from Blueprints. Cancelling can't be undone. See Running Blueprints.

General​

The page looks broken or the interface will not load​

  • Hard refresh the page (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac).
  • Clear your browser cache.
  • Try a different browser.
  • Use a desktop browser if you can — the platform works in mobile browsers, but desktop is recommended for full functionality.
  • If the problem persists, contact your admin.

A colleague sees a menu item that I don't​

This is normal — two people in the same organization can have different menus.

  • Roles decide the menu — each person has one primary role and can have additional custom roles on top. A custom role can add a menu item for one person and not for another, even when both have the same primary role.
  • Department managers get more — managing a top-level department adds Knowledge Base and Blueprints.
  • Tasks and Blueprints depend on the package — if your organization's package doesn't include them, they are hidden for everyone, and opening them shows "This module isn't in your package".
  • See what you can reach — open Help & Support and look at Go to a screen. It lists exactly the screens your account can open. See Help & Support.
  • Need access? — ask your administrator and say what you are trying to do. They decide which roles you get — see Roles & Permissions.

Still Need Help?​

If none of the above solves your problem:

  1. Open Help & Support at the bottom of the sidebar and ask the help assistant, or read its Common questions — see Help & Support.
  2. Contact your organization administrator — they handle accounts, access levels, roles, and data requests.
  3. Visit arketic.ai/contact to reach the Arketic support team.