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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. :::

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 source citations — the answer can include the documents it used. The reply might be based on an outdated document.
  • Try a different thinking mode — open the brain icon and switch to Deep or Ultra for thorough analysis. The icon turns purple when a non-Auto mode is active.
  • 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 to your admin — the Knowledge Base may need updated documents.

The 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 allows.
  • 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.

The tool confirmation card does not appear​

When the AI is about to take an action, it shows a confirmation card with Approve and Cancel buttons — nothing runs until you 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​

  • Check your role — Admins and Executives can create tasks in any department and assign them to anyone. Department managers can create tasks in the departments they manage. Members create tasks within their own department and teams.
  • Check the department picker — if a department is missing from the list, it is outside your access. Ask an admin if you need to create a task elsewhere.

A task is stuck in "In Review"​

  • An approval is pending — the task has an approval step that someone still needs to complete. Check who the approver is and follow up with them directly.
  • The notification may have been missed — remind the approver, or add an @mention in a task comment so they get notified.

The SLA timer looks wrong​

  • The SLA counts business hours only — nights, weekends, and holidays are not counted, so the elapsed time can look lower than real clock time.
  • Check the working-hours setup — ask your admin whether business hours are configured correctly for your organization.

I cannot move a task to "Done"​

A task can require completion conditions before it closes. Open the task and scroll to the Completion Conditions section to see what is still pending.

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 pending condition, and the task can move to Done.

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 — there may be a size limit set by your admin.
  • Check the file format — see Supported Formats for the full list of accepted file types.
  • Try a different browser — some browser extensions can block uploads.
  • Remove password protection — password-protected or encrypted files cannot be processed. Save an unlocked copy and upload that.

The AI cannot find my uploaded document​

  • Wait a moment — new documents need a short time to be ready.
  • Check the access level — if the document is set to Personal, only you can use it, and only in your own chats.
  • Confirm the upload succeeded — go to My Documents and check that the file appears there.

Document search returns no results​

  • Try different keywords — search understands meaning, so rephrase naturally.
  • Ask the AI instead — asking a question in chat often works better than the document-list search.
  • The document may be at a restricted access level — you can only find documents your role can access.

Login Issues​

I forgot my password​

  • Contact your organization administrator to reset it. There is no self-service "Forgot password" link on the sign-in screen.

A security verification question appears at login​

After several failed sign-in attempts, the login screen shows a short "Security verification" math question that you must answer before you can try again. Solve the question shown, enter the answer, 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 — Try again in MM:SS" with a countdown, 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 — a message pointing you to support means the whole organization's access is paused; contact your admin.

Notification Issues​

I am not receiving notifications​

  • Check your notification preferences — your notification preferences live under Settings → Notifications; make sure the group you expect is switched on.
  • Check your email spam folder for email notifications.
  • Verify your email address is correct on your Profile.
note

For most users the Settings item in the sidebar shows a "Soon" label and is not clickable, so the Settings page is not reachable from the sidebar yet. If you cannot open it, ask your organization administrator to help change your notification preferences.

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​

  • Blueprints are visible to Admins, Executives, and department managers (people who manage a top-level department).
  • Members cannot open Blueprints, 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.
  • Admins can cancel a stuck process if it needs to be stopped.

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.

I need a feature that is not available to me​

  • Many features are role-based — you may not see something a colleague sees because your role does not include it.
  • Contact your admin — they can confirm whether the feature can be enabled for your role.

Still Need Help?​

If none of the above solves your problem:

  1. Contact your organization administrator — they handle accounts, access levels, roles, and data requests.
  2. Visit arketic.ai/contact to reach the Arketic support team.