Troubleshooting by symptom

Every module keeps its own troubleshooting page; this one spans all of them. Find the symptom you are seeing in the group that matches what you were trying to do, then open the page beside it.

Signing in and access

Symptom	Likely cause	Where to look
Sign-in failed after the identity provider's page.	You left that page, or used Back, before finishing.	Signing in to Elie
The identity provider's page will not let you past.	Wrong password, or no account for that address. Only the Elie sign-in card can start a reset.	Resetting your password
Invitation could not be accepted.	The link is spent (accepting happens as the page loads), or it has expired.	Accepting an invitation
You are back on the sign-in card without having signed out.	The session ends on its own after a spell of inactivity, silently.	Signing in to Elie
A dialog says a module is not part of your plan, or that you do not have access to it.	Your organisation isn't entitled to the module, or your role lacks its View permission.	Permissions
Access Forbidden replaces a whole page.	The module opened, but the server refused one of its requests because your role lacks that permission.	What your role can see · Permissions
An invitation reads EXPIRED.	It lapsed before it was accepted.	Select Resend on it. See Tracking invitations.

Getting documents in

Symptom	Likely cause	Where to look
A warning ends is not a supported file type.	The format is not on that screen's list. GIFs are always refused.	Uploading documents
A warning ends exceeds the 5 MB limit.	The file is over the per-file cap, which differs from screen to screen.	Supported files and limits
Type not allowed. Accepted: on a knowledge base upload.	A knowledge base has its own list of types, which leaves out JSON, XML and GIF.	Uploading documents to a knowledge base
You cannot find Upload Document.	Every document is uploaded into an orchestrator from its document list, which Manage Documents opens. If the button is greyed out, your role cannot upload.	Orchestrator basics
Fetch started, but no documents arrive.	Nothing new at the source, or the connector is not bound to anything.	Fetching documents now
A row shows Upload failed.	That one transfer was refused; the rest of the batch is unaffected.	Uploading documents

Processing and review

Symptom	Likely cause	Where to look
A document has sat on Processing for ages.	The list never refreshes itself.	Finding and reading a document
Processing stopped at Password Required.	The file is locked, and no banner says so.	Password-protected PDFs
Exception, in red.	A processing stage failed.	Handling an exception
Documents reach Completed without stopping for review.	Review is not required on that orchestrator.	Orchestrator basics
Mark as Reviewed is greyed out.	A required field is empty, or the status leaves nothing to confirm.	Signing off and re-running a document
Remove is greyed out on a document.	The document is mid-pipeline or mid-export, and those statuses cannot be removed.	Document statuses explained
Re-run, Mark as Reviewed or Remove is missing from a document.	Your role lacks Execute (the first two) or Delete (Remove) on IntELIEDocs · Document. Without the permission these buttons are hidden altogether.	Permissions
Download Original is missing on a redacted document.	Only roles granted IntELIEDocs · Original document see the unredacted original.	Smart Redact specifics

Connectors and delivery

Symptom	Likely cause	Where to look
No Fetch now or Deliver now.	Fetch now appears only on an import connector that is Active and Connected. Deliver now appears only on an Active export connector set to Scheduled Batch. Both also need Execute on the connector's direction.	IntELIEKonnect troubleshooting
The connector is missing from a channel picker.	Only Active and Connected connectors are offered, and SQL Database and MongoDB connectors are never IntELIEDocs channels: they serve knowledge bases and Voice IntELIEgence.	Verifying a connector
Connector Status reads Disabled and Engagement Status reads Authentication Failed.	Its credentials stopped working, so Elie switched it off.	Connector statuses explained
Fields are greyed out, or Remove is missing.	The connector is Active, so every setting is read-only.	Enabling, disabling and deleting a connector
Remove is greyed out on a connector.	It is still bound to an orchestrator, knowledge base or voice application.	Remove its bindings on Bindings first. See Enabling, disabling and deleting a connector.
A tab you expected is missing.	That connector's type never has it.	Which tabs you see
Documents finish, but nothing is delivered.	No enabled export channel. Elie counts that as a success and raises no error anywhere.	Import and export channels
Export Failed or Partially Exported.	A connector refused the document.	Document statuses explained

Knowledge base answers

Symptom	Likely cause	Where to look
An answer declines, citing no sources.	What was retrieved fell below the relevance or groundedness gate.	Asking a question
A document reads Failed with a red Error tag.	Ingest could not read it. Hover the tag for the reason.	Ingest statuses explained
Answers never cite a document you can see listed.	Its access tags exclude the asker.	Who can see a knowledge base
Chat answers from documents, not your curated wording.	The question did not match the pair closely enough.	Curated question and answer pairs
A connector is absent from IntELIEKonnect connectors.	Only Active and Connected import connectors are listed.	What a source is

Voice conversations

Symptom	Likely cause	Where to look
Upload conversation is greyed out.	The application's classifier is missing, or manual upload is switched off for it. Hover the button for which.	Uploading conversations
A row sits at Paused.	A stage stopped responding; nothing earlier is lost. Select Resume.	Browsing conversations
Rows reach Waiting for Review and stop.	The application requires human review before Completed.	Browsing conversations
A row reads Partially completed.	A step the run can survive failed, such as classification, adding it to the knowledge base or exporting it. Hover the badge for which.	Conversation statuses
Grading or Topics & Sentiment is missing from an application.	That output is off, which hides the menu item, or your access to the application doesn't include it.	Voice application settings
Avg grade or Avg sentiment shows a dash.	That output was off for the conversations in range, and nothing already processed is analysed again.	Voice analytics
An export row reads Failed.	The destination refused the delivery. Hover the pill for the error.	Fix the destination, then select Retry on the row. See Exporting conversation data.

Audit logs

Symptom	Likely cause	Where to look
Nothing matches these filters	Your filters or date range exclude every event. Select Clear filters.	Finding and reading an audit event
We could not load your activity just now. Please try again shortly.	The log service could not check your access for a moment. It clears on its own.	Finding and reading an audit event
Verifying… stays on the button a long time.	The check walks the whole chain, whatever your filters.	Checking chain integrity
A message starting Chain broken at event, with an event id and a raw reason.	The chain no longer verifies from that event on. Report it, because no one can repair an audit event.	Checking chain integrity

When it happens anywhere

Symptom	Likely cause	Where to look
A module is missing from the top bar.	The top bar shows only the modules your organisation is entitled to and your role can view.	Permissions · A tour of your workspace
A page loads but shows nothing.	A supporting request was refused and comes back empty with no message, or a filter excludes everything. Clear your filters before suspecting permissions.	What your role can see
An action appears to do nothing.	Some failures raise no message at all, so a quiet screen is not proof that anything was stored. Reload the page: values are read back from the server, so an old value means the change did not land.	Your profile and language

Next

• Status reference - what each badge is waiting on.
• Permissions and module visibility - when the cause is your role.
• Supported files and limits - what each upload screen accepts.