Troubleshooting & FAQ

If something isn’t working as you expect, the answers below cover the most common situations. If your problem isn’t listed here, contact your administrator.

First, confirm you’re using the right email address and that your password is correct. Passwords are case-sensitive.

If your credentials are correct, check your MFA code. The six-digit code in your authenticator app changes every 30 seconds — if it expired a moment ago, wait for the next one. For more detail, see Setting up MFA.

If you’re still locked out, your administrator can reset your access.

The assistant says “I don’t have a policy that answers this”

This response means no relevant document was found in the set you’re allowed to read. There are two common reasons:

The document hasn’t been added to Zahen yet. An admin can upload it — see Managing knowledge.
The document exists but your role or department doesn’t grant you access to it. See Why you can’t see some documents.

This is intentional behaviour: the assistant won’t guess or make something up when the approved documents don’t contain an answer.

A document is stuck on “failed”

A failed document couldn’t be parsed when it was uploaded — usually because the file contains only scanned images (with no selectable text), is password-protected, or is in a format Zahen doesn’t support.

To fix it:

Check that the file is a supported format (PDF with selectable text, DOCX, TXT, or Markdown).
If it’s a scanned PDF, run it through an OCR tool first to extract the text.
Re-upload the corrected file.

For a full explanation of document statuses, see Document processing status.

I can’t see a document my colleague can

Different people see different documents — that’s access control working as intended. Zahen filters by your role and department before it searches, so you can only ever read documents you’re permitted to see.

Your colleague may have a different role, belong to a different department, or have been granted a higher access level. See Why you can’t see some documents for details, and contact your administrator if you think your access is wrong.

My task is stuck on “waiting for approval”

An agent task pauses at a high-risk step and waits until an authorised person makes a decision. The task will not proceed until that approval (or rejection) is recorded — this is by design.

If you’re the one waiting: check Approvals to see who in your organisation can approve it, or contact your approver directly.

If you’re the approver and you don’t see the request, check the approvals queue — the in-app notification may not have arrived (see below).

I didn’t get a notification

In-app notifications are best-effort. Delivery can be delayed or occasionally missed.

If you’re expecting an alert about an approval request or a completed task, don’t rely only on the bell icon — check My requests in the sidebar or go directly to the Approvals queue.