Help CenterStart with the visible symptom and affected screen. Record what happened before changing anything, and check the result of each attempt. A pending state or a completed setup step does not establish that the full workflow succeeded.
Before you begin
Record the workspace area, employee or item, approximate time and time zone, expected result, actual result, and visible error. Use a safe screenshot or describe the message in text. Avoid repeated generation, payment, publishing, or external actions while the first result is unclear.
Steps
1. Confirm the scope
Check the account, selected employee, conversation, content item, or project. In Insights, read the date range actually displayed after applying a filter.
2. Preserve the visible evidence
Keep the exact error wording and the shortest steps that reproduce it. Do not include passwords, private connection values, customer records, or authentication links.
3. Use the matching checks below
Change one thing at a time. Before reloading a page, preserve unsaved text that you need. For actions that affect another person or service, use an approved test fixture.
4. Confirm the result
Check the resulting state in the relevant area: source status in Employees → Knowledge, a delivered message in Chat, content in Create → Content studio, or the actual application in Aivah Code Preview. A click or success-looking label is not enough on its own.
5. Contact support if the issue remains
Use Contact support with the route, time, steps, and safe evidence. Explain which checks you already completed.
Expected result
You either confirm the intended result or have a reproducible issue report. These checks do not promise a fix or identify a backend cause.
Status meanings
Completed knowledge is ready to test; it does not guarantee correct answers. Connecting or Reconnecting means the session is not settled. Ready to review on an attachment indicates a reviewable file result, not that every requested analysis is complete. Loading your library is not an empty library. A Running project can still have an unavailable preview.
Usage credit impact
Tests, generation, and live sessions may use credits. Check account values and avoid duplicate work while an earlier attempt is pending.
Information stored or shared
Diagnostic screenshots can include identity, conversation content, files, or service configuration. Share the minimum context needed and remove sensitive values from both the image and any copied link.
Limits and permanent actions
Do not delete the affected item solely to troubleshoot it. A refresh, restart, model change, or regenerated asset is not a guaranteed repair. Do not repeat a payment, deployment, message to another person, or other external action just to gather evidence.
Common problems and recovery
| Problem | What to check |
|---|---|
| Google sign-in stays on the form or shows a network error | Preserve the error, reload the sign-in page, and retry Continue with Google once. Complete the account chooser if it opens. Confirm that Home loads; a retry is not proof of success. |
| An email form will not submit | Read the inline or browser validation and correct the indicated fields. Use the sign-in method associated with the account. |
| Knowledge is Completed but the answer is wrong | Compare the exact answer with the saved source and confirm the employee. Correct the source only if it is wrong; otherwise report the mismatch. |
| A file or message seems delayed | Check for connection messages, the unsent draft, and any later attachment result. Wait for processing and inspect Ready to review when it appears before resending. |
| A conversation name remains unchanged | Check the visible title after Save and reopening the conversation. Preserve the entered and resulting titles if they differ. |
| Microphone or audio is unavailable | Check the requested browser permission, selected input/output, mute state, and device volume. Grant access only if you intend to use voice. |
| A character does not appear | Check the selection and visibility controls in Chat → Conversation settings and allow the visual to settle. |
| Generated work seems missing | Check Content studio → Your library and Library → AI Drive, using the relevant content type. |
| Slides have unreadable text or unsupported figures | Keep the output out of published material and report the affected page with the correct source facts. |
| A Live podcast host stays on Connecting | Record the host state and time; use End episode to leave the attempt if needed. |
| Aivah Code Preview shows 410 | Record the project and error. If Restart preview leaves the same error, report that result without assuming the source was lost. |
| Insights custom dates retain the old range | Use only the range visibly applied and report the entered/displayed mismatch. |
| Insights is empty or export is disabled | Check the employee and applied range; do not infer that private Chat activity must be included. |
| A channel or shared experience fails | Check the corresponding Deploy area and record the affected service or experience without sending credentials or repeating real messages. |
| A payment result is unclear | Check the plan, balance, and Billing area before another purchase; preserve the approximate payment time for support. |
Next step
Contact support with a safe, reproducible report, or review employee knowledge and tests for an answer-quality issue.