When something goes wrong¶
The cause is usually small, and your record is always the truth.
Kanonik works quietly in the background most of the time, and you barely notice the machinery. When something does look off, it is usually a small thing with a simple fix. The most important thing to know up front is this: nothing changes your record until you approve it, and your record is always the truth. An earlier chat message is not. So when you are unsure, the answer is never to guess from something your AI said a while ago. It is to check your audit log, or ask your AI to read the current state for you, because it reads the live record.
Here are the situations you are most likely to run into, and what to do about each one.
An approval request ran out of time¶
A request's link is open for up to an hour, so that a stale link can never be used to change your record later. If the time runs out before your last decision, nothing was lost. Nothing is recorded until your last decision, and the ticks and decisions you already made are kept.
What to do: open To decide and choose Reopen for 1 hour on the request. It gets a fresh hour, keeps your work, and does not run the safety check again. You do not need to ask your AI to submit it again.
The Approve button does nothing inside your AI app¶
Some AI apps open the approval link in a small built-in browser, and a few of those cannot press the button reliably. If nothing happens when you press Approve or Reject, check To decide or your audit log first. If the request is still waiting there, nothing was recorded.
What to do: open the same link in your usual browser. Use the app's "open in browser" option, or copy the link into your browser. If the link no longer works, open the current request in To decide and decide there. If you pressed Back and the button looks stuck, reload the page to see the true state of the request.
A link says it is no longer usable¶
A link that was already used, or has closed, says so and changes nothing. Adding an hour or reopening a request in To decide also replaces its link, so the emailed link stops working; carry on in To decide. If a link was used, what it decided is in the Audit log of the workspace it was sent from.
What to do: check the Audit log for what landed, and To decide for anything still waiting on you.
A link says it is for a different person¶
The first decision on a request belongs to the person who asked their AI for the work. If a colleague opens that person's link, it says the link is for a different person, and nothing changes. Once the author has accepted an item that needs a second person, the colleague finds it in their own To decide.
A request is taking a moment to land¶
After your last decision, Kanonik records your decisions right away and then writes the items to your record in the background, one after another. The page says so while it happens. Your decisions are already captured, and the items land shortly after.
What to do: give it a moment, then look at your Audit log. You will see the items appear there as they are written.
The page shows a spinner or a timeout after you approve¶
Sometimes the page keeps spinning, or shows a timeout, even though your approval went through. In most cases the work completed on the server and only the page failed to catch up. Approving again is usually unnecessary and can be confusing, so it is worth checking first.
What to do: open your audit log to see whether the change is recorded, or ask your AI to confirm the current state. Once you know where things stand, you can decide whether anything still needs doing.
You are not sure whether something landed¶
It is easy to scroll up, read an earlier message, and assume that is how things stand now. Do not rely on that. A message from earlier in the conversation describes a moment that has passed, not the current state of your record.
What to do: ask your AI to check the current state. It reads the live record and will tell you what is actually there. You can also look in your audit log yourself. Either way, you are reading the truth rather than a memory of it.
Your AI seems to be redoing things you already approved¶
If your AI starts proposing changes you have already approved and recorded, it is usually working from the earlier part of the conversation rather than from your current record.
What to do: ask it to re-read the current state first, then act only on what is still outstanding. Once it is looking at the live record, it will skip what is already done and pick up only the work that remains.
A first change will not go through on a brand-new workspace¶
A new workspace needs an approval channel set up once before it can record any changes. This is a normal one-time setup step. Until it is in place, a first attempt to approve and record something has nowhere to land, so it will not go through.
What to do: open the dashboard, set up the approval channel in your settings, and then retry. After that one-time step, changes record normally.
When in doubt¶
The pattern under all of these is the same. Your record is the source of truth, and the two reliable ways to read it are your audit log and a fresh check by your AI. An earlier chat message is never the source of truth. When something looks wrong, start there, and the picture usually clears up on its own.
More help¶
Browse every article in the Help center. For anything else, email [email protected] and a person who works on the product answers.