Start with the message and activity
Read the employee's latest status and error explanation. Work may be running, waiting for approval or blocked on a requirement. Confirm the conversation and workspace before changing settings.
Review an approval request and decide; supply requested information; or renew an expired connection in its settings. Address the reported cause before repeating the same task.
Common checks
- Access: confirm the application is connected and assigned to the employee; for email, check the mailbox and access level.
- Files: open the reference and verify the attached version. Download formats without a preview.
- Skills: check the skill is active for this employee and its tools and external resources are ready.
- Scheduling: verify the date, time, frequency and task status in Calendar.
- Account: review allowances or usage when the interface reports a limit.
Retry with useful information
Before repeating an action that sends, publishes or changes information, check whether its result already exists. A display failure does not necessarily mean the external operation failed. If uncertain, ask the employee to check the state and explain the doubt.
When requesting help, keep the error message, approximate time, employee and steps leading to the problem. Describe what you expected and what happened. Share only the information needed for investigation through the support channels available in your account.