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Troubleshooting

Fix the common problems: a client that can't see files, a source still preparing, a Procedure that won't run, an App with no data.

Last verified: 2026-09-29

Find the step that failed, then fix only that step. None of these need you to change file permissions or reconnect unrelated accounts.

My AI gives a generic answer

  • Check that the CompanyOS connector is enabled for this chat.
  • Ask it to search CompanyOS explicitly and cite sources.
  • Check that the Workspace has at least one ready file.

My AI can’t see a file

  • It must be a Company File, or a Personal File you added yourself. Nobody’s AI sees another Member’s Personal Files.
  • Check the connection is on the right Workspace. Sign in again if you belong to more than one.
  • Open the file’s X-ray view in Files and check it finished processing.

A source is still preparing

Open the file’s X-ray view and look at its stages. Wait for processing, or retry the failed stage when X-ray offers it. CompanyOS won’t show a document’s raw bytes as text while its parsed version isn’t ready.

Search has sources but no summary

The summary service may be unavailable even when search worked. Open the sources and read them. A degraded status means part of retrieval was unavailable, so not every possible source was checked.

The AI shows only a short search status

This is expected in ChatGPT and Codex. CompanyOS shows a short status and sends the full sources to the assistant. Ask it to explain the findings and cite them.

A Procedure won’t run

  • Give it every Required Input it asks for.
  • Check the draft for Missing Requirements in the web editor.
  • Check it is published. Personal drafts only reach your own AI until an Owner approves them.

A Scheduled Procedure didn’t arrive

  • Open Procedure runs and check the latest run. It shows what needs attention.
  • Check the schedule is enabled, and that the recipients are still Members.
  • If the run needs an App, check the App is still connected under Integrations or Mailbox.
  • Use Retry on the run once the cause is fixed. Recipients may receive the email again.

An App returns no data

  • Check it is connected under Integrations (Workspace Apps) or Mailbox (Microsoft 365).
  • If it shows Reconnect, reconnect it as the Owner or Member who owns it.
  • Ask your AI to refresh its tool list, then try again.

The map has old pending suggestions

Suggestions no longer need approval. Use Refresh graph in graph settings for all ready Company Files, or Redo graph in X-ray for one file. Manual edits are kept.

I see an AI-Actionable Error

Follow its next step. Each code is described in the error catalog.

Still stuck

Email support@companyos.cc with what you tried and any error code. Never include file contents, connection secrets, or grant secrets.