User troubleshooting

Find your symptom, try the fix in order, escalate with the evidence listed.

Wrong tenant or unfamiliar data

Fix:

1. Check the hostname in your address bar. It decides your tenant, always.
2. Compare against your invite link. If they differ, open the invite hostname directly.
3. If you use multiple tenants, bookmark each hostname separately and label the bookmarks.

Escalate with: both hostnames (expected vs. actual), what you see that looks wrong.

Stuck on /preparing

Fix:

1. Wait a few minutes and retry. New tenants finish provisioning asynchronously.
2. Do not re-register or create anything new.
3. Still stuck after the window your invite described? Contact your admin or the PRESHai team.

Escalate with: tenant hostname, invite date, how long it has been stuck.

No environments visible

Fix:

1. Confirm you are signed in at the right hostname.
2. Ask your admin which environment you should use. It may not be provisioned for you yet.

Do not improvise with another tenant’s environment. Escalate with: hostname, your identity, what your admin said you should see.

Agent cannot reach a system

Fix:

1. Check the environment’s tool list to see if the system is there at all.
2. Remember: connector code existing is not the same as connected for your tenant. Only provisioned, credentialed, in-scope tools count.
3. If it is listed but failing, note the exact error and time.

Escalate with: environment name, missing or failing tool, session reference, error text, timestamp.

Approval request is confusing

Fix:

1. Demand the three parts: what, on-what, why. If one is missing, deny and ask for clarity.
2. Check the target is inside your session scope and the right org.
3. When in doubt, deny. A denied legitimate action can be re-proposed; an allowed wrong one cannot be undone.

Escalate with: session reference, the request as shown, what was unclear.

Session drifted off-goal

Fix:

1. End the session (do not approve through the drift).
2. Narrow the goal to one sentence.
3. Start a fresh session in the right environment.

Escalate with: original goal, where it drifted, session reference.

Cannot find a past outcome

Fix:

1. Confirm you are in the right tenant (check the hostname). Records do not cross tenants.
2. Check you are filtering on the right org scope (org_id vs company_id, see Core concepts).
3. Ask your admin to help locate it.

Escalate with: approximate date, goal, org, tenant hostname.