Troubleshooting

Common situations and how to resolve them, in order.

The assistant cannot connect

1. Confirm the AI Gateway is enabled in Settings.

2. Confirm you copied the correct Connection URL from the General tab.

3. Confirm your AI client can reach your iVendNext web address.

4. Confirm the connection settings on the OAuth tab are on (they are by default).

5. Try the connection again and complete the iVendNext login when prompted.

"Access denied" or "Permission denied"

1. Confirm the user has the Assistant User role.

2. Confirm the Enable Assistant Access checkbox is ticked on the user record.

3. Confirm the user has permission for the document type in question. If they cannot open it directly in iVendNext, the assistant cannot either.

4. For a privileged action, confirm the user holds a role allowed to use that tool.

"Tool not found" or a capability is missing

1. Confirm the capability pack that contains the tool is switched on.

2. Confirm the specific tool is enabled in tool management.

3. Use the Refresh Capability System action on the Settings screen, then reconnect.

A report comes back empty

1. The filters are almost certainly the cause. Ask the assistant to check the report's requirements and run it again with explicit filters.

2. Provide a clear date range and the exact company name.

3. Confirm there is data in the period you asked about.

Slow responses on large requests

1. Narrow the request: a shorter date range, fewer records, a more specific filter.

2. For heavy reports, allow time for the background run to finish, then ask again to retrieve the ready result.

3. For analysis, reduce the number of records being studied.

Document recognition returns poor results

1. Use a clearer, higher-quality scan or image.

2. Set the correct language for the document.

3. For complex layouts, ask your administrator to select the enhanced recognition engine on the Document Recognition tab.

When to escalate

If a problem persists after these steps, gather the relevant audit log entries (they capture the action, user, status, and any error) and raise it with your iVendNext support contact.