Diagnosis by symptom
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.
- OpenAI: https://status.openai.com
- Anthropic: https://status.anthropic.com
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.
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.
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.
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.
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.
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)
Related pages
- Frequently asked questions — Solutions to common problems
- System status — Admina service availability