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This page explains how to diagnose connection errors and response delays in AI Helpdesk.

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Diagnosis by symptom

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AI is not responding (timeout or no reaction)

1

Check the Admina system status

Visit the system status page to check the AI Helpdesk service status. If an incident is in progress, wait for the service to recover.
2

Check the AI provider status

Check the status page for the provider of the model you are using.If the provider has an active incident, consider temporarily switching to a different model.
3

Check your network environment

Verify that you can access the admin console and that other web services are working normally.
4

Retry with a new session

Start a new session and check whether the AI responds. If the problem is limited to one session, recreate it.

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AI responses are slower than usual

1

Check the AI provider status

Check whether the provider has reported any latency issues (see the status pages above).
2

Review the model selection

High-accuracy models such as claude-opus-4-7 may take longer to respond. Admina support manages the model selection, so contact support if you want to prioritize speed.

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Cannot access the admin console

1

Check login status

Confirm you have not been logged out of Admina. If so, log in again.
2

Check your role

Accessing the AI Helpdesk admin console requires the Admin or Operator role. Ask another Admin to confirm your role.
3

Isolate browser issues

Try a different browser or open an incognito window. Clearing the browser cache (Ctrl+Shift+Del / Cmd+Shift+Del) and retrying may also help.

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Settings fail to save

1

Check the error message

Read the error message displayed on the screen.
2

Check your network connection

A disconnected network will cause saves to fail. Verify your connection and try again.
3

Reload the page and retry

Do a hard reload (Ctrl+Shift+R / Cmd+Shift+R), then make your changes and try saving again.

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How to check error codes

You can find more detailed error information in the browser developer tools.
1

Open developer tools

Press F12 or Ctrl+Shift+I (Mac: Cmd+Option+I) in Chrome or Edge.
2

Check the Console tab

If error messages appear in the Console tab, copy them and include them when contacting support.
3

Check the Network tab

In the Network tab, look for failed requests (shown in red). Note the status code and response body to share with support.

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Contacting support

If none of the above resolves your issue, contact Admina support and include the following information:
  • Description of the symptom and when it started
  • Steps you have already tried and their results
  • Browser name and version (for example: Chrome 124)
  • Error messages or status codes (if any)
Last modified on July 10, 2026