Troubleshooting
This page covers problems that can appear anywhere in the StrikeUp admin app rather than on one screen: changes that are refused, being sent back to the sign-in page, menu items that are missing, the wrong language, numbers that do not update, live progress that stops, and settings that differ between browsers. A problem with one screen or feature, such as a toolkit import, a widget that does not appear or a budget alert, is covered in the troubleshooting table of that screen’s or feature’s own guide.
Symptoms
Section titled “Symptoms”| Symptom | What to check, in order | Fix |
|---|---|---|
| A change fails with “This action requires the Admin role.” | Your role, shown under SettingsProfile. Whether an Admin changed your role or disabled your account recently. | User and Guest can read but not change anything. Ask an Admin to make the change, or to give you the Admin role under SettingsUsers. See Users. |
| A Request failed notice appears in the corner | The line under the notice’s title: it is StrikeUp’s own message about what went wrong. Whether your internet connection works. Whether the same action works after reloading the page. | Act on the message in the notice. For “This action requires the Admin role.”, see the first row. If the connection dropped, reload once it is back and repeat the action. |
| The same error appears twice, once on the page and once in a corner notice | Nothing; some screens show the server’s message in the page and also as a Request failed notice. | Act on either: both carry the same message. |
| You are suddenly on the sign-in page while working | Whether you selected SettingsLogout in another tab of this browser. Whether you cleared this browser’s site data. Whether you were away for more than 7 days. Whether an Admin disabled your account. | Sign in again. If sign-in answers “Account or company is inactive”, ask an Admin to enable your account under SettingsUsers. See Log in. |
| A link from an invitation or password-reset email opens the Dashboard instead | Whether you are already signed in in this browser, as yourself or as someone else. | Select SettingsLogout, then open the link from the email again. See Accept Invitation and Reset your password. |
| AI Gateway, Knowledge Base or Integrations is missing from the menu, or its address opens the Dashboard | Whether the feature is switched on for your workspace. For a new company, whether your session started before the setup wizard finished. | Sign out and sign in again; feature-dependent entries appear once your session is renewed. AI Gateway needs StrikeUp to switch it on. See Configure. |
| A screen or menu path from older help does not exist | Whether the path uses an old name, such as API servers, a setup wizard under Settings, or violations under Security. | Look up the current place in the general questions. Follow the page guides on this site for the current screens. |
| The admin app is in the wrong language | Your browser’s preferred language. The app offers English, German and Spanish, and shows English for any other language. | Change the browser’s language and reload the page. The app has no language setting of its own. See Languages. |
| Parts of a German or Spanish screen are in English | Whether the English text is a server message, a help text or a screen without a translation. | Nothing to fix: server messages, the in-app help and some screens are in English only. This site shows the same wording as the app. |
| Numbers on a Dashboard or Analytics page do not change | Whether the page has been open for a while. These pages do not update by themselves. | Select Refresh on the page, or reload it. See Dashboard and Analytics. |
| A day’s totals do not match your local calendar day | The Dashboard pages and AI Spend count whole UTC days, from midnight to midnight UTC. | Expected behaviour. Read a UTC day as your local day shifted by your offset from UTC. See Dashboard. |
| The colour theme or the Dashboard date range is different on another computer | These choices are stored in the browser, not on your account. | Set them again in that browser. The theme switch is SettingsDark Mode or SettingsLight Mode. |
| “Too many requests. Please wait a minute and try again.” | Whether you, or colleagues on the same office connection, made many sign-in, password-reset or code attempts just now. The limit is 10 requests a minute from one network address. | Wait a minute and try once. |
| The progress of a toolkit import stops moving | Whether your connection dropped. Generation keeps running on StrikeUp’s side either way. | In the setup wizard, wait: it reconnects by itself every 5 seconds, up to five times. On ConfigureToolkits, reload the page; the toolkit card shows the current percentage again. See Toolkits. |
| Ask strikeUp is missing from your screens | Nothing in your settings: the button appears only when StrikeUp’s built-in assistant is set to open from buttons on the page. | Use the help under SettingsResources instead. See Resources. |
| The in-app help describes a screen differently from what you see | The date after Last updated under SettingsResources. | Follow the page guide for that screen on this site. |
Still stuck
Section titled “Still stuck”Send StrikeUp support the following, in one message:
- your company name and the Company ID shown under SettingsProfile;
- the email address you sign in with and your role;
- the address of the page, from the browser’s address bar;
- the date and time it happened, with your time zone;
- the exact message on screen, including the line under a Request failed notice, and a screenshot;
- for a conversation, its chat session ID.
Never send your password or the keys of your AI providers. With the company ID and the time, support can find the requests you mean, and with a chat session ID the conversation. For questions that belong to one screen, the guide for that screen lists what to add; the frequently asked questions cover account, access, language, data and cost questions.