Troubleshoot Common Problems
Most user-facing problems come from missing access, missing source material, expired connections, unclear prompts, or a tool action that failed. Diagnose the smallest visible symptom first.
Use the Help page for support channels.
Fast Diagnosis
| Symptom | Likely cause | First action |
|---|---|---|
| Agent cannot find a file | Data collection is not attached, not processed, or not visible | Follow Use Sources and Files, check Data status, and name the collection. |
| Tool is missing | Agent does not have the tool or connection enabled | Follow Choose and Use Agents or ask an admin to enable it. |
| Authorization failed | Personal or shared connection expired | Follow Use Connections Safely, reconnect, or ask the shared connection owner. |
| Output is vague | Request lacks source, audience, constraints, or format | Rewrite the request with the exact source and expected output. |
| Tool failed | Bad input, missing permission, or external API error | Inspect Tool Executions and send the error to an admin. |
| Wrong team data appears | Organization, team, or agent scope is wrong | Switch workspace or stop and ask an admin. |
Better Retry Pattern
Do not just type "try again." Add the missing detail:
Retry using the Q2 Support Feedback data collection only. If the answer is not present, return "not found" and list the missing source.
For external actions:
Retry only after showing me the exact payload. Include the connected account, destination workspace, and record that will be changed.
What To Send To Support Or An Admin
- Organization and team.
- Agent name.
- Conversation or task link.
- Data collection or memory page name.
- Tool execution status, action, arguments, and error.
- What you expected to happen.
- Screenshot only if the page state matters.