Troubleshoot communications and AI operations¶
A diagnostics action is unavailable¶
Phone Call Logs, SMS Audit, Remote Guard Diagnostics, and AI Chat Events require platform-administrator authority. Virtual Agent Call Audit follows the accessible site scope. Confirm role, client and site assignments, and the selected General Administration context.
A Virtual Agent call is missing¶
Reset to All outcomes and statuses, choose Any time, clear Search and AllBox, and select one site. Each call-search request is capped at 200 before some portal-side filters, so narrowing site and status can reveal an older call. Confirm the interaction used the Virtual Agent workflow rather than a direct phone or Remote Guard path.
A Virtual Agent call says Access Granted but the gate did not open¶
Open its event timeline and identify the access-control or relay event. Then check AllBox Activity Logs, access transactions, controller or relay mapping, device health, and onsite evidence. Access Granted is a workflow outcome, not a physical-position sensor.
A phone call is Pending or Expired¶
Pending means a Requested route has not passed its expiration time. Expired means it remained Requested beyond that time. Review route expiration, AllBox and device ID, call type, destination and caller ID, provider configuration, and result detail. Claimed still does not mean connected; use Connected and provider trace for that evidence.
Phone Call Logs cannot find an AllBox¶
Select one site first. The AllBox filter is disabled for All Sites. Confirm that the configuration is marked as an AllBox and belongs to the selected site. You can also search by Device Id when the settings record cannot be resolved.
An SMS is Sent but not Delivered¶
Sent on a Buffer record means queue processing completed. Find the related Message record using destination, time, module, entity, or provider ID and review its delivery status. Accepted or Submitted is also not final delivery. For Undeliverable, Rejected, Blocked, Failed, or Error, review Result, number formatting, consent, provider status, account configuration, and carrier response.
SMS Audit shows Global rows for one site¶
Global Consent records have no site ID and intentionally remain visible in a site-filtered result. Use Record Type and number filters, and do not attribute a Global row exclusively to the selected site.
The SMS message body is blank¶
Message records normally retain a SHA-256 body hash instead of the full text. Consent and Buffer records can contain message text. A blank Message field is therefore not automatically missing audit data; compare Body SHA-256, provider ID, destination, and timestamps.
A Remote Guard call is missing from the date range¶
The call filter matches any created, requested, connected, last-event, or ended timestamp. Clear conflicting Active, Ended, Billable, Problems, duration, status, direction, and source filters. Confirm the Call Id and device belong to the selected site.
Active and Ended results are unexpected¶
Terminal filtering uses Completed, Ended, Failed, Timed Out, and No Active AllBox Call. Active includes a null overall status or an overall status outside that list. Review both Status and Overall because they can represent different lifecycle layers.
Problems only omitted a suspicious record¶
The filter relies on defined failure statuses, reconnect counts, and specific words such as disconnect, inactive, error, failed, and timeout. A policy denial, unusual latency, wrong destination, or business complaint may not meet those criteria. Clear Problems only and search by Call Id, device, operator, source, status, or reason.
AI Chat Events is empty¶
Set Status and Capability to All, raise Rows, and select Refresh. There is no date or site filter. If a known recent event remains absent, verify the user actually used the portal AI, then check application health, telemetry-table availability, and server logs. A telemetry query failure can appear as an empty result.
AI returned an error, access denial, or verification failure¶
Review Status, Capability, Intent, Domain, Scope, Error, and Message Preview. Access denial or verification failure can be correct enforcement. Confirm the user's role and site assignments and whether the requested capability is supported. Do not broaden permissions merely to make the request succeed.
SQL Blocked is Yes¶
The AI safety layer prevented generated SQL from running. Preserve the event and request context, verify that the question is legitimate and supported, and rephrase it within the intended capability. Do not attempt to bypass the safety control or run exported SQL manually.
Exported AI data does not match the visible grid¶
Exports execute using the filter controls at download time. Refresh after changing Status, Capability, or Rows, then export. Memory CSV includes all related memory rows for the selected events' user-and-thread pairs and can contain more conversation content than the visible event previews.
Timestamps disagree across screens¶
Phone and SMS filters use UTC for All Sites and site time for one site. Virtual Agent and Remote Guard displays use the resolved site's time zone when available. AI Chat Created has no explicit time-zone label. Record the source screen and zone, convert to one common zone, and account for daylight-saving transitions before comparing events.