Troubleshooting
Common troubleshooting
A first-stop guide for common Kaidera issues: login, MFA, projects, AI workers, FileVault, Draw, models, billing, and support.
Created from Phase 2 docs inventory and support journey planning.
Start here
Troubleshooting should start by identifying what is blocked, where it is happening, who is affected, and whether the issue stops work or only creates confusion.
Login or MFA issues
Check whether the user has an active account, the correct organisation, the right role, and the expected authentication method. If MFA or SSO is configured, use the approved organisation route.
Project not opening
Check whether the project exists, the user has access, the account is active, and the project has not been archived, suspended, or restricted by plan or role.
AI worker paused or stuck
Look for a review gate, missing input, failed verification, unclear scope, unavailable model, or a handoff waiting for ownership.
File upload or Draw issues
Check file type, file size, project access, whether sensitive material needs a different process, and whether the Draw board was saved to the right project.
Model unavailable
Model availability depends on provider configuration, admin visibility settings, model groups, fallback rules, and provider health. Customer admins should check model settings before treating this as a project issue.
Billing or suspended account
If work is paused because of billing or usage limits, the billing owner should review plan state, credit balance, invoices, payment method, and top-up options.
When to contact support
Contact support when the issue blocks work, involves access or billing, affects customer data, needs enterprise configuration help, or cannot be resolved from the visible product state.
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