When Something Goes Wrong

Most situations you can sort out yourself within two minutes. This chapter is arranged by symptom; each one starts with what you can do, then says when to hand it to your company’s IT contact.

Symptom 1 · It does not reply

What you can do yourself

1. Look for the three bouncing dots. If they are there, it is still thinking — longer questions and file production take a bit more waiting.
2. In a chat app, check that you @ mentioned it. Channels in Discord and Slack are mostly set up to reply only when mentioned. On Slack you can also switch to a direct message.
3. Try again with a shorter sentence, such as “are you there”.
4. Refresh the web page and ask again. Note that the old conversation on screen is cleared.
5. Try a different way in. If the web is not working, try Slack, or the other way round. This tells you whether the whole platform is affected or only one way in.

When to go to IT

• Switching to another way in still does not work.
• Everybody in the company has the same problem.
• The bot shows as online in Discord but does not respond when anyone @ mentions it.

When you report it, tell them: which way in, roughly what time, what you typed, and whether it responded at all.

Symptom 2 · The answer looks off

What you can do yourself

1. Ask it to account for its source: “which section of which document is this based on?” In the web app, expand the quoted passage and check it yourself.
2. Point at what is wrong instead of telling it to start over: “you are quoting last year’s version, I want this year’s.”
3. Fill in the conditions and ask again — years of service, department, period, units.
4. Check whether the reply starts with 「⚙️ Mock 模式」(Mock mode). If it does, the platform is still being set up and tested, and what it says is placeholder content that should not be taken at face value.

When to go to IT

• The words 「⚙️ Mock 模式」(Mock mode) appear.
• The document it quotes is an old version, or it quotes a document that should not exist at all.
• It tells you about someone else’s information. Report this one immediately.

Always check yourself: amounts, day counts, deadlines, contract terms, and anything that is going outside the company.

Symptom 3 · It says I have no access

You may see one of these:

What it replies	What it means	What you can do
🚫 你沒有使用此 Agent 的權限。 (You do not have permission to use this Agent.)	This Agent is not open to you, or not open to this channel	Try 「大腦總管 Nova」(Nova, the Chief Brain) or another Agent; if you are sure you need it, ask IT to grant it
🚫 此 Agent 尚未發布。 (This Agent has not been published yet.)	Still being set up, not usable yet	Wait for IT to finish setting it up
🚫 此 Agent 目前停用中。 (This Agent is currently disabled.)	It has been switched off	Check with IT whether that is temporary or permanent
🚫 …，請聯絡管理員調整用量上限。 (…please contact your administrator to adjust the usage limit.)	This month’s allowance is used up	Ask IT. The allowance is set by your company
我沒有這方面的資料 (I have no information on that.)	Not an access problem — those records are not open to this Agent	Switch to Nova and ask again; if that still fails, ask IT

If the web app says 「目前沒有可對話的 Agent。」(There are no Agents available to chat with.), nobody has given you access to the platform at all. Go straight to IT.

When to go to IT: you are sure this is something you need for your work but you cannot get access. Tell them which Agent you want to use, what for, and which sentence you saw.

Symptom 4 · The file will not download

What you can do yourself

1. Check that the link is complete. Links you get in chat apps are long, and one broken by a line wrap will not open. Copy the whole thing and paste it into the browser address bar.
2. Check whether more than 7 days have passed. Download links in chat apps stop working after 7 days. Tell it “give me the download link again”.
3. In the web app, click 「⬇ 下載」(Download) on the card directly rather than copying and forwarding the link.
4. Try a different browser. A Chinese file name turning into a row of underscores is usually a browser problem and does not affect what is inside the file.
5. If no card appeared and you got a 🔧 block instead, this one did not work. Open it to see why, and ask again with the request stated more clearly.

When to go to IT

• A freshly produced link still will not open.
• Every attempt to produce a file fails.
• The link opens on the company network but not outside it (or the other way round).

Symptom 5 · It has my details wrong

The “you” it knows — name, email, department, manager — comes from the employee list your company maintains, not from anything it remembers itself. So:

What you can do yourself

1. Ask it “who do you know me as? which department am I in?” and note down what it got wrong.
2. Do not try to correct it through conversation. If you say “I have already transferred to sales” it may go along with you at the time, but next time it will be back to what it was — the real record is not in the conversation.
3. If it takes you for someone else in a chat app, the link has been made to the wrong person. Stop using it and report it immediately.

When to go to IT

Either point 1 or point 3 above. Ask them to correct the employee list, or to remove the wrong link so you can link again. Once it is corrected you do not have to do anything — the next conversation uses the new record.

Symptom 6 · The conversation is gone

Conversations in the web app are not kept on screen. All three of these clear it:

• Refreshing the page.
• Switching to another Agent in the left column.
• Closing the tab and opening it again.

What you can do yourself: copy any answer that matters at the time, or ask it to turn the content into a file (see the chapter Get the Files It Makes). This is not a fault and does not need reporting.

Five things to have ready before you go to IT

1. Where you were using it (web / Discord / LINE / Slack).
2. Roughly what time it happened.
3. Which Agent you picked (in the web app, the row highlighted in the left column).
4. What you typed.
5. What it replied — copy that sentence to them word for word, especially the ones starting with 🚫.

With those five, most problems can be traced without any back and forth.

How you know it is resolved

• You ask the question that failed again, and this time you get an answer.
• Messages starting with 🚫 no longer appear.
• You ask “who do you know me as” and it answers with the correct you.
• You ask for a download link again, and this time it opens.

Common problems

Symptom	Cause / fix
It spins forever and the three dots never stop	The question is too big, or a file is being produced. Wait; after two or three minutes, refresh and ask again with a smaller question.
The reply suddenly stops halfway	Generation was interrupted. Say “carry on from where you stopped”.
It asks me to confirm my identity every time	The link was never completed, or it has been removed. Go through the chapter Link Your Identity again, and ask IT if it still fails.
The reply starts with 「⚙️ Mock 模式」(Mock mode)	The platform is still being set up and tested, and the content is placeholder. Go to IT.
It replies in English	Tell it “please answer in Traditional Chinese”. In the web app you can also change 「語言 Language」(Language) in the avatar menu in the top right.
It takes me for someone else	The link was made to the wrong person. Stop using it and report it to IT immediately.
A colleague can ask but I cannot	Your access is not the same. Tell IT what you need it for.
I pasted something in that I should not have	Tell IT immediately. Conversations are recorded for company audit, and you cannot delete them yourself.