Fixing Errors with Your Knowledge Area

Settings & Configuration – Connection Issue

If you get an error that tells you there is a connection issue, this could be for a few different reasons: Internet connection is disrupted – please check that you are connected to the internet. Network drive connection disrupted – if you are trying to access a file stored on a network drive, check you have the right wifi network or VPN to access it. If this doesn’t solve the connection issue, please reach out to your manager or IT administrator for assistance.

Whisper – File pairing problem

If you get an error that tells you there is a file pairing problem, this could be for a few different reasons:

1. Internet connection is disrupted – please check that you are connected to the internet.

2. Network drive connection disrupted – if you are trying to access a file stored on a network drive, check you have the right wifi network or VPN to access it.

3. File deleted or renamed – ensure that the file still exists in the location you are referencing, and that it hasn’t been renamed.

4. If this still doesn’t work, please reach out to your manager or IT administrator for assistance.

Knowledge Area Whisper – An error occurred

If you see ‘An error occurred’ and no Categories, Subcategories, or Topics are showing up, try the following steps:

1. Restarting your Loop

   1. Open up the Loop Library in the bottom right corner.

   2. Then, search for your Loop and click on the Loop to open its full-screen view.

   3. Press the ellipses menu on the right side of the screen.

   4. Select ‘Remove Loop’ and confirm your choice in the pop-up modal.

2. File issue – if restarting your Loop didn’t work, please follow the ‘Editing or Deleting a Knowledge Area’ steps to go back, edit your Knowledge Area and reselect the file from the drop-zone/file picker to reload the data into your Knowledge Area.

Report a Bug

If you can’t solve an issue, report a bug here.