Use this table for “something’s not working” issues. For “how do I do X” questions, see the FAQ page instead.
Audience: customer IT teams
| 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 persona/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 and size against supported limits; retry the upload; confirm upload actually completed | Upload failures affect multiple users |
| 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 |
For detailed steps on any row above, see the matching page: Sign-in issues, Personas & access, Document uploads, or Performance.
Before escalating anything, check the Escalation page for what information to collect first.