Common issues

Each problem below gives its usual cause and the fix. When none of them matches what you see, get help.

Sign in does not accept the email or password

Cause

The email address and the password do not match an account, and sign in says the email or password is not valid. When no account has that email address at all, Curade says the user is not found.

Fix

Check both and try again, or reset the password with Forgot password? (Sign in). When the account does not exist, ask a Platform Admin to create it.

The password reset link does not work

Cause

A reset link works for five minutes after it is sent.

Fix

Ask for a new link with Forgot password? and open it as soon as it arrives.

A module is missing from the sidebar

Cause

The sidebar shows what is switched on for your Curade: AI Agent, Automation and Analytics are each switched on for it as a whole, and one that is switched off does not appear.

Fix

Ask your admin whether the module is meant to be on for your organisation.

A tenant is missing from the tenant picker

Cause

You have no role in that tenant, or your role in it was removed. A link to such a tenant says you no longer have access to it.

Fix

Ask a Platform Admin for a role in the tenant (Manage users).

A page shows no data, or stops at an earlier time

Cause

The tenant or the source is inactive, so data collection is paused, or the tenant has no source yet.

Fix

Open the bell at the top right: it says Data collection is paused and when the data last arrived (Notifications). An admin switches an inactive tenant or source back on (Manage tenants).

The numbers look wrong

Cause

Every page reads one tenant, and the pages that follow the source picker read only the sources you picked. Dashboards and reports always cover the whole tenant, whatever sources you picked.

Fix

Check the tenant and the sources you picked at the top of the page (Tenants and sources).

A host shows insufficient data

Cause

Capacity planning has too few readings for the host in the period you picked to make a suggestion.

Fix

Pick a longer period, or check again once more data has arrived (Capacity planning).

CLEO does not answer

Cause

No AI model is set up for the tenant, so Agent Chat says so and its starting questions stay greyed out. Or your tenant role does not include the AI Agent.

Fix

An admin chooses an AI model under AI Assistance on the tenant (Manage tenants). For access, ask a Platform Admin about your tenant role.

CLEO says the conversation is too long

Cause

The chat has grown past what CLEO can follow at once.

Fix

Select Start New Chat and carry on there. The old chat stays in Chat History.