Troubleshooting
Sign-in and access
| Symptom | What to check |
|---|---|
| Email verification prompt | Complete verification, then return to sign-in. Ask for renewed setup instructions if a link expired. |
| Authenticator code rejected | Use the correct account's current six-digit code and check the device clock. Contact your administrator if the factor is lost. |
| Sign-in works but workspace access is denied | Ask an administrator to check active membership, tenant binding, role, and catalog grants. |
| Access stops after MFA was enabled | Sign in again and enroll or verify an authenticator. An old password-only session is no longer sufficient. |
| The organization is wrong | There is no switcher. Contact your administrator; do not attempt to change tenant identifiers yourself. |
| Enable MFA is missing | Confirm your role and the deployed application version. The local opt-in implementation may not be deployed yet. |
Connections, crawlers, and jobs
| Symptom | Next step |
|---|---|
| Connection test fails | Recheck connector fields, source credentials, TLS, and reachability from the platform. A successful laptop connection is not equivalent. |
| Source missing from crawler selector | Verify the saved connection and metadata-discovery support. |
| Source Schema is empty | Run a crawler and inspect its final outcome. |
| Schema looks old after a failed scan | Check the last-successful snapshot timestamp and latest-run warning. |
| Target table missing after a scan | A crawler discovers metadata only; a pipeline must write the managed table. |
| Pipeline is queued for a long time | Ask the operator to inspect the execution service; retain the execution ID. |
| Pipeline failed or timed out | Read its logs and target write mode before retrying. |
| Live progress stopped | Reopen or refresh the existing execution before submitting another. |
Queries, chat, and documents
- Query denied: check workspace-write permission as well as catalog grants. Analyst/Viewer roles currently lack query-submission permission.
- Fewer rows than expected: previews and SQL results are capped; inspect query limits before interpreting the sample as a total.
- Minder unavailable: check the displayed connection state and ask your operator about the chat service. An available catalog does not prove the agent service is healthy.
- Document uploaded but no text: inspect the PDF; image-only scans may not expose extractable text. Ask your administrator about supported processing options for scanned pages.
- Saved change, failed refresh: refresh the screen before repeating the mutation.
- Account-removal failure: access may already be revoked while cleanup is incomplete. Ask an administrator to finish removal before reusing the email.
What to send to support
Provide your environment, screen name, approximate time and timezone, a concise description of the action, and relevant connection/crawler/pipeline/execution identifiers. Include a sanitized error or cropped screenshot if appropriate.
Do not send passwords, cookies, authorization headers, MFA secrets, QR codes, setup links, device credentials, or unreviewed customer data. Browser network exports can contain credentials; do not attach a raw HAR file without an approved sanitization process.
Administrator actions and credential recovery must follow your organization's support process. These docs do not introduce a new support email address or grant support staff access to your data.