Troubleshooting & Support
Look up an error message below, follow the safe response, and escalate to support with the template if the problem persists.
User-facing error guide
| Message or symptom | Likely cause | Safe response |
|---|---|---|
| Session expired | Akabot Center token missing or expired | Sign in again through Akabot Center and reopen the app |
| Permission denied | Wrong organization or insufficient resource permission | Confirm organization and request the precise permission |
| No Channels assigned | No active Channel assignment | Contact the Channel owner/access administrator |
| Model unavailable | Connection down, model disabled, or policy denial | Choose an approved ready model or contact platform admin |
| Quota exhausted | Monthly subject limit reached | Review quota and contact the budget owner |
| Knowledge base unhealthy | No ready documents or processing failures | Open document status and resolve ingestion issues |
| Document awaiting indexing | Embedding model missing/unavailable | Configure or select a ready embedding model |
| Text scan needs confirmation | Scanned/image document has insufficient text | Review and choose OCR or existing text |
| Tool approval required | Policy requires human confirmation | Review parameters and approve/reject within authority |
| Tool blocked | Permission, governance, or safety control denied it | Correct the underlying rule; do not bypass the control |
| Source preview unavailable | Document removed, inaccessible, or no preview | Open the knowledge base or contact its owner |
| Data could not be loaded | Temporary connectivity or dependency problem | Retry once; report the support reference if repeated |
| Run timed out | Provider/tool exceeded its allowed duration | Check target status before retrying a write operation |
Before contacting support
- Confirm the active organization.
- Retry only safe, read-only actions — and only once.
- Record the exact time and time zone.
- Record the page, action, Channel/knowledge-base name, and expected result.
- Copy the Support reference/
correlationId. - Capture a screenshot with personal and confidential data hidden.
- Do not include JWTs, API keys, passwords, or provider credentials.
Support request template
Environment: <PRODUCTION/UAT>
User role and active organization: <ROLE / OU>
Time and time zone: <TIMESTAMP>
Page/function: <PAGE>
Action performed: <STEPS>
Expected result: <EXPECTED>
Actual result: <ACTUAL>
Business impact: <IMPACT>
Support reference/correlationId: <ID>
Recent known change: <CHANGE OR NONE>
Attachment classification: <CLASSIFICATION>
See Support information for where to send this request.
Security and responsible-use checklist
- I am working in the correct organization.
- I have authority to use the selected data, Channel, and tool.
- My prompt contains no credential or prohibited sensitive data.
- The sharing scope is no broader than necessary.
- I reviewed citations for important claims.
- I understand the effect before approving a tool.
- I verified important changes in the target system.
- I followed retention and deletion requirements.
- I will report suspected exposure or unauthorized behavior immediately.