Skip to main content

Troubleshooting

Common issues and fixes, grouped by area. If something here doesn't resolve it, contact Celeredge support.

Assessments​

An assessment won't start​

  • Likely cause: the selected framework isn't fully prepared to run.
  • Fix: pick a different framework, or contact your Celeredge administrator — a framework must be compiled/published before its assessments can execute.

An assessment run seems stuck​

  • Likely cause: it's a background job and the page hasn't updated.
  • Fix: refresh — runs stream progress through Generate → Review → Analyze → Report. If it stays stalled, start a new versioned run.

Answers are low-confidence or "Not grounded"​

  • Likely cause: little or no evidence for those questions.
  • Fix: add targeted documents, connect a database, or run an AI interview, then re-run. Don't accept Not grounded answers as findings.

Evidence & data​

An uploaded document isn't reflected in answers​

  • Likely cause: still indexing, or it finished after the run started.
  • Fix: wait for the document to reach ready, then re-run.

The Evidence Vault is empty​

  • Likely cause: no assessment answers have been accepted yet.
  • Fix: run an assessment and accept answers — accepting materializes evidence into the vault.

Database KPIs are empty​

Integrations​

A connected source shows "disconnected"​

  • Likely cause: OAuth wasn't completed or authorization expired.
  • Fix: re-run the Integrations wizard and re-authorize.

A provider's data isn't appearing on an engagement​

  • Likely cause: connected at the org level but not enabled on the engagement.
  • Fix: enable it under the engagement's Connected sources.

AI outputs​

An answer has no citations​

  • Likely cause: no supporting evidence was found (it should display a "No supporting evidence" state).
  • Fix: treat it as an evidence gap — add evidence on the topic and re-run. See Citations & Trust.

The AI baseline won't run​

  • Likely cause: a pre-flight check is unmet (objective, industry, data source, or documents).
  • Fix: complete the missing items until all checks are green. See Autopilot Baseline.

Access & roles​

A teammate can't see an engagement​

  • Fix: add them to the engagement team. Firm role ≠ engagement access.

I can't find a person to add to an engagement​

  • Likely cause: they aren't a user in your firm's tenant yet.
  • Fix: an Org Admin invites them in Settings → Users first.

Billing​

I hit a limit mid-task​

  • Behavior: the action is blocked with an upgrade prompt; existing work is safe.
  • Fix: upgrade via the Stripe Customer Portal, or wait for the next billing period for usage quotas. See Billing & Plans.

A premium feature shows a preview/upgrade screen​

  • Cause: it's not included in your current plan.
  • Fix: upgrade in place from the prompt — it unlocks without losing your work.

Access became limited after a payment issue​

  • Fix: resolve billing in the Stripe Customer Portal to restore full access.