> ## Documentation Index
> Fetch the complete documentation index at: https://support.i.moneyforward.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Diagnosing connection errors and AI response delays

> Steps to diagnose and resolve connection errors and AI response delays in AI Helpdesk

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

## Diagnosis by symptom

### AI is not responding (timeout or no reaction)

<Steps>
  <Step title="Check the Admina system status">
    Visit the [system status](/en/status) page to check the AI Helpdesk service status. If an incident is in progress, wait for the service to recover.
  </Step>

  <Step title="Check the AI provider status">
    Check the status page for the provider of the model you are using.

    * OpenAI: [https://status.openai.com](https://status.openai.com)
    * Anthropic: [https://status.anthropic.com](https://status.anthropic.com)

    If the provider has an active incident, consider temporarily switching to a different model.
  </Step>

  <Step title="Check your network environment">
    Verify that you can access the admin console and that other web services are working normally.
  </Step>

  <Step title="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.
  </Step>
</Steps>

### AI responses are slower than usual

<Steps>
  <Step title="Check the AI provider status">
    Check whether the provider has reported any latency issues (see the status pages above).
  </Step>

  <Step title="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.
  </Step>
</Steps>

### Cannot access the admin console

<Steps>
  <Step title="Check login status">
    Confirm you have not been logged out of Admina. If so, log in again.
  </Step>

  <Step title="Check your role">
    Accessing the AI Helpdesk admin console requires the **Admin** or **Operator** role. Ask another Admin to confirm your role.
  </Step>

  <Step title="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.
  </Step>
</Steps>

### Settings fail to save

<Steps>
  <Step title="Check the error message">
    Read the error message displayed on the screen.
  </Step>

  <Step title="Check your network connection">
    A disconnected network will cause saves to fail. Verify your connection and try again.
  </Step>

  <Step title="Reload the page and retry">
    Do a hard reload (Ctrl+Shift+R / Cmd+Shift+R), then make your changes and try saving again.
  </Step>
</Steps>

## How to check error codes

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

<Steps>
  <Step title="Open developer tools">
    Press F12 or Ctrl+Shift+I (Mac: Cmd+Option+I) in Chrome or Edge.
  </Step>

  <Step title="Check the Console tab">
    If error messages appear in the **Console** tab, copy them and include them when contacting support.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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](/en/ai-helpdesk/troubleshooting/faq) — Solutions to common problems
* [System status](/en/status) — Admina service availability