Troubleshooting

Something not working? Most problems come down to sign-in, access, your browser, or your entitlements. Find your symptom below.

I keep being sent back to the sign-in page

• Open the products from the portal (the launchpad), not from an old bookmark — the portal hands the app your session.
• If it still bounces, your session has expired. Sign in again at the portal; every open app then picks up the new session.
• If one specific app bounces while the rest work, you may not be entitled to it — see the next item.

A product is missing from the portal

Entitlements come from VNCdirectory+. An administrator grants a person access to a product; until then the tile is not shown. Ask your administrator to check your entitlements.

I can’t open a file, channel or board that a colleague can

Access is shared per resource, through a grant in VNCdirectory+. Ask the owner (or an administrator) to give you access — the same ⋯ → Access & sharing panel they used to share it.

I can’t sign in at all

• Check the address you are using — it is your organisation’s portal address, which an administrator can give you.
• If your password does not work, ask your administrator to reset it. Sign-in is managed centrally; the products do not keep their own passwords.

I don’t get notifications

• Check the bell in the top bar — notifications collect there even if you miss the pop-up.
• Allow notifications for the site in your browser; a blocked permission silences the pop-ups but not the bell.
• Your presence does not affect whether you receive notifications.

The assistant can’t answer about the screen I’m on

The assistant answers from the topic that documents the screen you are in, via its about reference. Some screens are not documented yet, so the assistant has nothing to ground on there. If that happens, say which screen it was, so it can be covered.

My files aren’t syncing

• Check the Sync console in VNCfiles — it names any file that is waiting.
• A sync space can have a per-device policy (for example “only on Wi-Fi”), so a file may be deliberately held until you are on the right network.
• If the client is signed out, sign in again; a valid desktop session may keep local work safe while you re-authenticate.

Mail isn’t sending

• Check Scheduled and Drafts — a message set to send later waits there.
• A message can be snoozed, which hides it from your normal views until the chosen time; the clock button in the list toolbar shows what is snoozed.
• If a send fails, the message returns to Drafts with the reason.

The guide doesn’t match what I see

The guide follows the current build. If you are on an older release, a control may be in a different place or named differently — check the item’s Since note where a topic has one, or ask your administrator which release you are on.

Still stuck?

Ask your administrator, or send feedback from the foot of any page.