This is the landing page for first-line IT support on the KnowledgeFlow web platform. Use it to work out where to go next, and keep it open during an incident: it has every symptom, check and escalation step on one page.
Audience: customer IT teams
Step 1: one person, or more than one person?
More than one person affected? Stop troubleshooting and go straight to Escalation. Multi-user issues are very unlikely to be fixed by first-line checks, and usually point to a platform or configuration issue.
One person affected? Find the symptom in step 2.
Step 2: find the symptom
Select a symptom for the full checks on its own page.
| Symptom | Likely cause | First-line check | Escalate if |
|---|---|---|---|
| Can’t sign in | Account, SSO, or device issue | Correct org account; account active; Azure AD sign-in working elsewhere; affects one user only | Multiple users affected, or issue persists after checks |
| Azure message: “needs admin approval” / enterprise application pending approval | The KnowledgeFlow enterprise application has not yet been approved in the organisation’s Azure tenant | This is not a first-line fix — it requires tenant-level approval | Always — contact a Global Administrator for your Azure tenant, who can approve the enterprise application |
| Can’t see expected assistant | Group membership | User is in the correct Azure AD group; user has signed out/in since any change | Group membership looks correct but access is still wrong; affects multiple users |
| Document upload fails | File type/size, or upload didn’t complete | File type (PDF, TXT, CSV, MD, DOCX, DOC, XLS, XLSX or an image); under 100 MB; retry the upload; confirm it actually completed; device memory for large files | Upload failures affect multiple users, or retrying doesn’t help |
| Uploaded documents have disappeared | Different device or browser, private window, or browser data cleared by the user or an IT policy | Same device and browser as the upload; not a private window; no data clearing on exit or at sign-out; not deleted in the Document Manager | Documents disappear on the same device and browser with no data clearing, or several users are affected |
| Answers miss text from scanned pages or images | Text-heavy image or scanned document uploaded with OCR turned off | Can the text be selected in the original file; was Deep Dive OCR on at upload; re-upload with it on | Text is still missing after uploading with OCR on, or several users are affected |
| Platform slow or unresponsive | Browser, network, or platform load | Refresh browser; check network connectivity; confirm whether it affects one user or many, and during a specific action | Affects multiple users, or appears to be a platform-wide slowdown |
Not something broken, but a “How do I…?” question? See the FAQs.
Time limit
If first-line checks haven’t resolved a single-user issue within 10–15 minutes, escalate rather than continuing to troubleshoot. Don’t sit on a live issue.
Before you escalate
Have this ready:
- the user affected, and how many users are affected
- the time of the issue
- the browser used
- the exact error message, or a screenshot
- what the user was trying to do
- the steps already taken
For when to escalate and what not to attempt, see Escalation.