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
Access Forbidden replaces a whole page.	Pages open first and ask the server second, so a missing permission surfaces here rather than as a hidden menu.	What your role can see · Permissions
Someone is still PENDING long after their invitation expired.	You are looking at what the list last loaded; the window closes on the server.	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 — and 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 takes a shorter list of types than IntelieDocs does.	Uploading documents to a knowledge base
You cannot find Upload Document.	Every document is uploaded into an orchestrator, from its document list.	Orchestrator basics
Fetch started, but no documents arrive.	Nothing new at the source, or the connector is not bound to an orchestrator.	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.	IntelieDocs troubleshooting
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
The delete action is greyed out.	The document is mid-pipeline or mid-export, and those statuses cannot be deleted.	Document statuses explained

Connectors and delivery

Symptom	Likely cause	Where to look
No Fetch now or Deliver now anywhere.	Both are hidden — not greyed out — unless the connector is Active.	IntelieKonnect troubleshooting
The connector is missing from a channel picker.	Only Active and Connected connectors are offered.	Verifying a connector
Status is Active but Engagement Status is Not Connected.	Credentials have lapsed since it was enabled.	Connector statuses explained
Fields are greyed out, or Delete is missing.	The connector is Active, so every setting is read-only.	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 — which counts 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 — commonly a scanned or image-only file.	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.	Manual upload is off for the application, or its classifier is missing.	Browsing conversations
A row sits at Paused.	A stage stopped responding; nothing earlier is lost.	Browsing conversations
Rows reach Waiting for Review and stop.	The application requires human review before Completed.	Browsing conversations
Grading or Topics & Sentiment is missing from an application.	That output is off, which hides the menu item.	Voice application settings
Avg grade or Avg sentiment shows an em-dash.	That output was off for the conversations in range, and nothing already processed is re-analysed.	Voice analytics
An export row reads Failed.	The destination refused the delivery, and this screen does not re-send it.	Exporting conversation data

Audit logs

Symptom	Likely cause	Where to look
The table reads No events found.	Action needs the whole key, and From / To read as local days.	Finding and reading an audit event
502 or 503 replaces the page.	The log service is unavailable or under maintenance.	Finding and reading an audit event
Verifying… stays on the button a long time.	The check reads every event in your workspace, whatever your filters.	Checking chain integrity
Chain broken at event, with an event id and a raw reason.	The chain no longer verifies from that event on. Report it — 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 your navigation.	Voice IntELIEgence is the one module hidden when your role does not include it; every other module stays listed whatever you hold.	What your role can see · 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.