Why is an Enterprise feature unavailable or not behaving as configured?
An Enterprise feature may be unavailable or behave unexpectedly because of account entitlements, user permissions, workspace configuration, integration dependencies, or operational errors.
The correct troubleshooting process depends on the specific capability involved.
Common causes
1. The capability is not enabled in the account configuration.
2. The relevant entitlement has been reached.
3. The user lacks the required permission.
4. The wrong workspace is active.
5. An AI Employee is missing required configuration.
6. An integration is disconnected or unauthorized.
7. A workflow has an invalid dependency.
8. An approval requirement has not been satisfied.
9. A configuration change affected an existing operation.
10. An external service is unavailable.
11. The current session does not reflect recent access changes.
12. A temporary platform error is affecting the operation.
How to troubleshoot
Step 1: Identify the affected feature.
Determine which Enterprise capability is unavailable or behaving unexpectedly.
Step 2: Confirm the account and workspace.
Verify that the operation is being performed in the intended environment.
Step 3: Review entitlements.
Confirm that the relevant capability is included in the Enterprise configuration.
Step 4: Review permissions.
Verify that the user is authorized to perform the operation.
Step 5: Examine the feature configuration.
Check the relevant AI Employee, workflow, integration, or business process settings.
Step 6: Identify dependencies.
Determine whether the operation relies on external services or other configured components.
Step 7: Review execution information.
Where applicable, inspect the relevant history, results, and error messages.
Step 8: Check recent changes.
Determine whether a configuration modification introduced the problem.
Step 9: Test a controlled scenario.
Use a representative operation to determine whether the issue can be reproduced.
Step 10: Contact Polyosync Support if necessary.
Provide the affected workspace, feature, approximate timestamp, and relevant error details.
What if a feature is visible but cannot be used?
Visibility does not necessarily establish permission to perform every action.
Review the relevant authorization requirements.
What if an Enterprise capability is missing entirely?
Confirm that it is included in the account's configured entitlements.
What if the problem only affects one workspace?
Review the configuration and permissions specific to that environment.
What if the issue started after changing an integration?
Review the connection's authorization and the actions supported by the external provider.
Should I increase usage limits to fix an unrelated error?
No.
Usage entitlements should only be changed when the problem is actually related to capacity or contractual allowances.
Recommended approach
Investigate entitlement, permission, configuration, and execution issues separately.
Avoid changing unrelated settings before identifying the root cause.