Troubleshooting
Find the message or problem you're seeing. Each one says why it happens, how to fix it, and who can help if you can't.
Everyone Reference 7 min read
Search this page (⌘F) for a word from the message on your screen.
Sign-in
I don't have a password for the portal
- Cause: the email and password form is only for accounts the portal holds itself, such as the Owner created during setup. Company accounts have no portal password.
- Fix: choose Sign in with Microsoft (or Sign in with Okta) above the form. If the screen has no such button, your administrator hasn’t connected the company sign-in yet.
- Who to ask: your IT / identity administrator.
I joined today and can't sign in yet
- Cause: Entra ID pushes new people to the portal every 20–40 minutes, so you may not be there yet.
- Fix: wait up to 40 minutes and try again. Your IT administrator can push you straight away with Provision on demand.
- Who to ask: your IT / Entra administrator.
“You don't have access yet”
- Cause: you signed in, but you have no seat in the organisation — for example you’re outside the people Entra ID syncs.
- Fix: ask your administrator to add you, or your IT administrator to include you in the provisioning scope. See Sign in.
- Who to ask: your administrator.
“This link is no longer usable”
- Cause: the invitation expired, was withdrawn, or was already used.
- Fix: ask for a new invitation link.
- Who to ask: whoever invited you.
“This invitation was sent to a different address”
- Cause: you’re signed in as someone else. Invitations are matched by email address.
- Fix: choose Sign in with another account and use the address the invitation was sent to.
- Who to ask: you.
Nobody in the company can sign in
- Cause: the Entra ID client secret has probably expired. Sign-in and SharePoint sync both stop.
- Fix: create a new secret in Entra ID and enter it on the organisation’s Sign-in tab and the Tools screen. See Connect Entra ID.
- Who to ask: your IT / Entra administrator.
Chat
A reply that stops early ends on a card saying why and what to do. Under Details the card carries a reference — the reply’s id, when it ended and a code — with a copy button, to quote when you report it. The card stays beside its turn, so scrolling back still shows why it ended.
| The card says | What to do |
|---|---|
| You stopped this reply | Continue asks the agent to carry on from where it got to; if it had written nothing yet, Send again sends your message again. |
| The reply reached the model’s output limit | Continue. The answer was longer than the model can write in one go. |
| Your department reached its per-minute limit for this model | The button counts down to when the limit clears, then Send again (or Continue if part of the reply was written). |
| Your department has used its AI budget for this period | Ask your administrator, or wait for the next period. |
| The model isn’t responding right now | Send again, or pick another model. |
| This model isn’t available, or is switched off | Pick another model, then send again. |
| This conversation is too long for the model | Start a new chat, or summarise this one — see Long conversations. |
| The agent stopped responding, the reply timed out, or the agent could not be reached | Send again sends the same message again. |
| Your department can’t use this model right now | An administrator fixes the model’s access. |
| Blocked by your organisation’s guardrails | The card names the rule. Nothing reached the AI. Remove what it names and send again; see Guardrail notices. |
A model is greyed out in the picker
- Cause: it can’t answer yet: it isn’t connected, it’s starting up, or it stopped answering.
- Fix: pick another model. The picker says why — starting up usually takes a minute.
- Who to ask: your administrator.
The connection dropped while it was answering
- Cause: a network blip — nothing is lost.
- Fix: nothing to do. The reply shows Connection lost. Reconnecting…, reconnects by itself and finishes.
- Who to ask: nobody.
Knowledge
There's no Add SharePoint folder button
- Cause: the SharePoint tool isn’t switched on for your organisation, or you can’t manage this knowledge base.
- Fix: ask an administrator to turn SharePoint on, or the owner to give you access.
- Who to ask: your administrator.
A site shows Not readable
- Cause: the site hasn’t been granted to the portal, or Entra ID hasn’t consented
Sites.Selected. - Fix: grant the site in Graph Explorer, then select Check again. See SharePoint.
- Who to ask: your IT / Entra administrator.
A source says Paused
- Cause: its paying department ran out of budget, the person paying for it left, or someone paused it.
- Fix: the reason sits next to the action that fixes it — for example Bill to my department and resume.
- Who to ask: the knowledge base’s owner.
Documents are indexed, but agents find nothing by meaning
- Cause: no embedding model is assigned to document search, so nothing was made searchable by meaning.
- Fix: an administrator assigns a model to document search in Models.
- Who to ask: your administrator.
A source says Needs attention
- Cause: some files couldn’t be read — for example a damaged PDF.
- Fix: select See which to list them, fix or replace the files, then sync again.
- Who to ask: the knowledge base’s owner.
Budget and limits
“Your department has used its AI budget for this period”
- Cause: everyone in your department together reached its monthly budget.
- Fix: wait for the next period — budgets reset on the 1st (UTC) — or ask your administrator.
- Who to ask: your administrator.
My own requests stopped, but colleagues' still work
- Cause: you reached your share of the department budget.
- Fix: Settings › Usage & budget › Ask for a higher budget. See Usage & budget.
- Who to ask: you.
“Your department reached its per-minute limit for this model”
- Cause: too many requests in one minute.
- Fix: the button counts down. When it clears, Send again — or Continue if part was written.
- Who to ask: you.
“Your department's usage limit is too low for this model”
- Cause: the model’s largest reply is bigger than your department’s tokens-per-minute limit, so every chat with it is refused.
- Fix: pick another model. An administrator can raise the limit in Budgets & limits.
- Who to ask: your administrator.
“Your department can't use this model right now”
- Cause: your department switched this model off.
- Fix: pick another model, or ask an administrator to turn it on for your department.
- Who to ask: your administrator.