Troubleshooting

A quick reference for the things that occasionally go wrong, and what to do about each.

Your session expired. Sign in again. If it keeps happening within minutes:

Check your browser cookie settings — third-party cookie blocking can break Google OAuth.
Try an incognito window. If it works there, a browser extension is interfering.
If sign-in itself loops back to /login, your operator may have an auth-config issue. Send them the URL and a screenshot of the console.

"I uploaded a file but it never reaches 'ready'"

Open the source's detail page. Look for:

Gotchas with severity: error — these block ingestion. Fix the underlying file (e.g. drop a malformed header row) and re-upload.
Stuck on parsing for over 5 minutes — large files take a while. If a small file (under 10 MB) is stuck this long, refresh the page and watch the status. If it's still stuck, contact your admin.
Failed with no gotcha — refresh, then delete and re-upload. If it fails again, send the source ID to your admin.

"My question got 'I need to clarify' but my question seems clear"

Read the platform's clarification carefully — usually it's spotting an ambiguity you missed: time window, segment, or metric definition. Pick the option that matches your intent and re-submit.

If the clarification feels nonsensical, your question may be referencing data the platform doesn't have. Check that the source is connected and ready.

"The platform says 'I don't have data for this'"

Almost always means one of:

The relevant source isn't connected. Add it on the Sources page.
The source is connected but not ready yet. Wait for processing to finish.
The columns the platform needs are in a source it can see but you've scoped them out. Check the source's trust level.
Your question is asking about something the platform's ontology doesn't yet know. Add a glossary term or a metric definition under Ontology.

"The answer is wrong"

Run through the Review an answer checklist. Common culprits:

Stale data — the underlying source is from last month and your question is about this week. Re-upload.
Ambiguous metric — the platform picked one valid definition but you wanted another. Check the citation and clarify in Ontology.
Insufficient thinking depth — re-run at High depth.
Filtered too aggressively — expand the tool trail; look for unexpected WHERE clauses.

"A tracker hasn't run"

Open the tracker. Check:

Cadence — is it set to manual? It won't auto-run.
Last error — if a recent run failed, the next run waits until the configured retry interval.
Owner status — if the owner's account is disabled, manual trackers won't auto-run on their schedule. Reassign to another owner.

Click Run now to force a run while you diagnose.

"My API key isn't authenticating"

Confirm the token is correctly passed as Authorization: Bearer aie_<prefix>_<rest>.
Confirm the key isn't revoked (Settings → API keys; revoked keys are removed from the list).
Confirm the key hasn't expired.
API keys carry the creator's permissions — if the creator's role was downgraded, the key's permissions drop too.

"I can't see the Audit log link"

The audit log is visible to workspace owners only. If you're an admin and need to see it, ask an owner to promote you (or to export it for you).

That's intentional on a few public/admin surfaces (landing page, docs, sign-in). On other pages, an extension might be hiding it. Try incognito; if the sidebar returns, an extension is the culprit.

"Suggested questions are generic / not data-aware"

The platform produces data-aware suggestions only when a source is ready. If you see generic questions, your project either has no ready sources yet or the suggestion cache hasn't refreshed since you added sources. Visit the Reasoning page to trigger a refresh, or wait — it regenerates when sources finish processing.

"Something else"

If you've tried the above and it's still broken:

Note the URL, time, and what you were doing.
Open browser DevTools → Console; capture any red errors.
Capture a screenshot.
Send all of the above to your operator's support channel.