Troubleshooting
Most problems show up as a status chip or an empty block. Both say what to do next; this page collects the answers.
The Dashboard
| Symptom | What it means | What to do |
|---|---|---|
| A block shows Retry | The last refresh failed; the rows on screen are the previous values | Select Retry. If it fails again, check the connection chip and Kroll Connect |
| A block never stops refreshing | A very slow response from the server | Wait one interval, then reload the page |
| A block is empty with a note like No active projects. | No rows match today | Nothing is wrong; check back later or widen the date range |
| The date or greeting is wrong | The workspace time zone is set for a different city | Ask your administrator to confirm the time zone setting |
| The page signs you out | The session expired or the server restarted with a new key | Sign in again |
Sign-in
- The email was rejected at the access check. Use the work address registered for the workspace. If it is still rejected, ask the administrator to add it to the access policy.
- The email was rejected at the workspace sign-in. Use a full work address. The first sign-in creates the workspace with the address you type, so a typo creates a second workspace — sign out and use the correct address.
- The access page keeps asking for a code. Cookies are being blocked for the
address. Allow cookies for
assistant.agentkroll.com, then try again. - The session ends immediately. Cookies are being blocked for the address. Allow cookies for the workspace, then sign in again.
Kroll Connect
| Chip or message | Meaning | What to do |
|---|---|---|
| Setup required | The workspace has no credentials for that service | Ask your administrator to complete setup |
| Error | A connection exists, but the last check failed | Select Reconnect; read the error text on the card first |
| Requested | An access request is waiting on approval | Wait; the administrator issues the credential |
| Last sync keeps ageing | Syncs are not running | Select Sync now and read the result in sync activity |
“New permissions require reconnecting the service”
A permission that was not granted when you first connected cannot be added silently. The provider has to show its consent screen again. Select Reconnect and approve the new permission.
The token or credential is rejected
- Check you pasted the whole value, with no leading or trailing space.
- Check the credential has not expired — tokens issued by the brokerage and by DocuSign are time-limited.
- If it fails twice, stop entering it and ask the administrator for a fresh one.
Sync succeeds but there is no data
A sync verifies the account; it does not guarantee that the account has content for today. An empty calendar, an empty folder or a quiet envelope list all sync successfully.
“Redirect address mismatch” at the provider
The address the browser is using differs from the address registered with the
service — for example a preview address or a different port. The workspace runs
at https://assistant.agentkroll.com ; use that address consistently
and ask the administrator to register it with the provider.
The assistant
| Symptom | Meaning | What to do |
|---|---|---|
| Setup required in the panel | No model endpoint is configured for the workspace | Ask the administrator to finish the assistant setup, then reload |
| The assistant stopped before finishing | The answer was cut short | Ask again, or ask a narrower question |
| The assistant could not answer | The model endpoint did not respond | Try once more; if it repeats, tell the administrator |
| The answer disagrees with a block | The block may be older than the answer | Check the block’s Updated time, then use Retry or reload |
| The thread disappeared | Start over began a new conversation | Nothing is lost from the workspace; ask the question again |
Stop ends an answer that is still arriving and keeps the part already on screen. Start over clears the panel and starts a new thread.
Chat channels
| Symptom | Meaning | What to do |
|---|---|---|
| Setup required on a channel card | The workspace has no credentials for that channel | Enter the credentials, or ask the administrator |
| Error on a channel card | The last verification failed | Select Verify and read the error on the card |
| The sender gets one instruction and no answer | The chat is not linked to the workspace | Open Manage, generate a code, and send link CODE from that chat |
| A link code is rejected | It expired or was already used | Generate a new code |
| No replies at all | Replies are off, or the access policy is Off | Open Manage and turn replies back on |
| The WhatsApp code never appears | The local WhatsApp bridge is not running | Ask the administrator to start the bridge, then reopen Link device |
| WhatsApp says the device is linked but messages get no answer | The chat is not linked, or replies are off | Generate a link code and send link CODE; check Manage |
| WhatsApp disconnects by itself | The device was signed out on the phone | Select Link device and scan again |
| Telegram replies are delayed | Telegram is using long polling | This is expected; a webhook address makes delivery immediate |
| A long answer arrives in several parts | The reply was split to the provider’s message limit | Expected; read the parts in order |
Still stuck
Collect three facts before reporting: the time, the block or service name, and the exact wording of the chip or error. The sync activity list and the audit log hold the rest.