This is the landing page for first-line IT support on the KnowledgeFlow web platform. Use it to work out where to go next.
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? Go to the relevant page below.
Where to go next
- Can’t sign in, or seeing an Azure “approval needed” message — see Sign-in issues.
- Can’t see the expected assistant/persona — see Personas & access.
- Document upload failing — see Document uploads.
- Uploaded a scanned document or photo and answers seem incomplete — see Document uploads (OCR section).
- Platform slow or unresponsive — see Performance.
- “How do I…?” question — see the FAQ.
- Ready to hand over to the platform team — see Escalation.
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.
Also see: the Troubleshooting table for a one-page overview of all symptoms, and the Quick reference page to keep open during an incident.