Troubleshooting & support

This page covers common issues. If you can’t resolve it, you can reach Prudai support directly or use your organization’s designated IT contact.

Support channels

• Support portal: support.prudai.com — open a ticket or follow up on existing ones.
• Email: send to your contracted support address (depends on your agreement).
• Status page: status.prudai.com — current status of Prudai platform services.
• Self-service: the public knowledge base at docs.prudai.com (what you are reading) is kept in sync with our support knowledge base automatically.

AI-first support

When you open a ticket via support.prudai.com, our AI support assistant answers first. Specifically:

• The assistant uses our documentation as its source and stays in the thread with you until your question is resolved.
• You don’t need to phrase questions “for the AI” — just write as you would to a colleague.
• A human support agent is automatically pulled in as soon as any of these conditions apply:
  • Risk to a user or customer file;
  • Security questions or reports;
  • Billing;
  • Account access or identity issues;
  • Outage or platform-wide incident;
  • The documentation is insufficient to answer your question reliably.

In those cases you receive a public reply from a human in the same thread (not just an internal note), so it’s clear that support has taken over.

Quick checks

• Refresh the page.
• Sign out and sign back in.
• Ensure the correct product is selected (LEO/LEO lite/VERA/ZIA) in Settings.
• Try another browser (Chrome/Edge preferred).

Sign-in issues

Common causes:

• SSO session expired or blocked by browser settings.
• Third‑party cookies / tracking protection affecting SSO.
• Your account isn’t fully provisioned (role/org missing).

What to try:

• use an incognito/private window,
• confirm SSO works for other apps in the same browser,
• ask your admin to verify your role/org setup.

“Select product” or “Route restricted to product”

Normal when you have multiple products.

• Go to Settings → Product and select the correct one.
• Some pages exist only in specific products (e.g. Research is LEO-only).

Documents stuck in processing

Check:

• the upload succeeded (document exists in the list),
• status transitions are still happening.

What you can do:

• wait a few minutes (large PDFs/ZIPs take longer),
• re-upload if a document fails,
• add metadata later (does not block ingestion).

SharePoint not working

SharePoint works only if the backend reports:

• enabled, configured, and connected.

What you can do:

• in the project, check if SharePoint is linked,
• try “check changes” then “sync” (if visible),
• contact your admin if it is not “connected”.

More: SharePoint.

Word add-in issues

Common:

• task pane runs in an iframe; sign-in must happen via an Office dialog,
• some Word clients don’t support all review/suggestion APIs.

What to try:

• click “Sign in” explicitly inside the add-in,
• reload the task pane (or restart Word),
• verify your Word version supports add-ins.

More: Word add-in.

Maintenance mode

During maintenance the app may require an access code. Without a code you cannot proceed. If you have a code, enter it on the maintenance screen. Otherwise wait or request it from your admin.

Faster Support with Correlation ID

When an API call fails, the backend always returns an X-Correlation-Id response header.

For support requests, include:

• Date and time of the issue
• The endpoint you called
• The X-Correlation-Id value
• The active product (LEO/LEO lite/VERA/ZIA)

This lets support trace logs and spans much faster.