Troubleshooting
Record your tenant, steps and the message shown before investigating. Menus and data scopes can differ between accounts.
Accounts, registration and email
| Symptom | First checks |
|---|---|
| Password sign-in fails | Check site, tenant, username and password; ask an administrator to check account and tenant status |
| Registration or recovery link missing | Have an administrator check the current tenant's switch and deployment email availability |
| Only personal account access after registration | Business permissions are not granted by default; request roles and departments from an administrator |
| No verification email | Check email, tenant and spam; recovery also requires a username matching a verified email |
| Recovery says a message was sent, but none arrives | The generic message does not confirm a match; check verified recovery email and enabled account status |
| Invalid verification code | Use the latest code for the current tenant and purpose; do not use expired or replaced codes |
| Email shows unverified | Verify it under Recovery email; an administrator entering an address does not verify it |
See Account and sign-in for steps. Administrator setup is covered in Mail service and Account self-service.
Menus and data permissions
- Check that the user and role are enabled and that the role is actually assigned.
- For missing menus or buttons, check menu authorization and the specific action permission.
- For missing records, check department membership, role data scope and the current tenant.
- For unexpectedly broad visibility, check all enabled roles: their data scopes are combined as a union.
- Refresh or sign in again and verify with the affected ordinary account.
Ask an administrator to make authorization changes; see Roles and permissions. Do not share a colleague's account to test access.
Settings, files and imports
| Symptom | What to do |
|---|---|
| Cannot save system settings | Check edit permission and validation; reload and merge changes after a revision conflict |
| Mail service or Access protection missing | These groups require system super administrator status in the default tenant |
| Custom parameter has no effect | Check key, enabled status and whether business code reads it; see Custom parameters |
| Upload fails or returns 413 | Check entry-specific formats, individual size and total request size; see File limits |
| User import rejected or partially failed | Review preview and execution results for fields, departments, roles and scope; see Import instructions |
| No AI assistants, models or tools | Have an administrator check entry access, assistant bindings, model policy and tool authorization; see AI setup |
Distinguish 429 from 503
| Error | Meaning and action |
|---|---|
| 429, too many requests | A request or verification-code operation exceeded its quota. Wait as instructed instead of repeatedly submitting; ask an administrator to review policy if normal use remains affected |
| 503, service unavailable | Access protection dependencies may be unavailable, AI may be disabled by a deployment switch, or another dependency may have failed. Record the error code and time for the deployer |
503 does not mean too many requests. Increasing rate limits will not resolve every 503 error.
Report a problem
Include the product version, time and timezone, page, reproduction steps, expected result, actual error code and a redacted screenshot. Do not include passwords, verification codes, tokens, full configuration files or other people's business data.
Contact your organization's administrator first. For a confirmed product issue, use Report an issue in the navigation. For problems after an upgrade, ask the deployer to check Version compatibility.