Troubleshooting

Most problems in FlowSentry have a simple cause: data that has not refreshed yet, a permission your role does not have, or a dropped connection. This page walks through the common ones. For a list of exact messages and what they mean, see Troubleshooting and error messages.

Pages and data

A dashboard or page is empty. Is something broken?

Probably not. Dashboards and analytics read summary data that is refreshed in the background about every 15 minutes, not the live transaction tables. Check:

1. The period. Widen it, for example from 7D to 90D, in case nothing happened in the window.
2. The Updated time. If it is recent, the figures are current. Press refresh to fetch the latest.
3. Recent loading. Data loaded in the last few minutes, or a brand-new deployment, appears within about 15 minutes.

The customer register also refreshes within about 15 minutes of changes. If a page stays empty well beyond that, tell your administrator, who can check background processing on Platform health.

A page or button is missing

What you see is driven by your roles. A page you cannot open never appears in the rail, flyouts or command palette, and actions your role cannot take are not offered. Some pages are read-only for certain roles, for example auditors and QA reviewers see "Read-only view: your role can review alerts and cases but not act on them." on the alert queue. Some sections, such as Onboarding, appear only when your institution has switched them on. If you think you need access, ask your administrator.

I followed a link and see "We couldn't find that page"

The address may be mistyped, the record may not exist in your institution, or you may not have access. Select Go to the dashboard or Go back, then use the command palette (Ctrl+K or ⌘K) to search for what you need.

Connection and updates

I see "Rejoining the server…"

FlowSentry keeps a live connection to the server while you work. If your network drops briefly, it tries to rejoin automatically, showing "Rejoin failed… trying again in N seconds" between attempts. If you see "Failed to rejoin. Please retry or reload the page.", select Retry or reload the page.

I see "The session has been paused by the server."

Select Resume. If that does not work, reload the page. Unsaved typing in an open form may be lost, so copy long text somewhere safe before reloading.

The page looks wrong after an update

Your browser may be holding on to old files. Do a hard refresh: Ctrl+Shift+R on Windows or Linux, or ⌘+Shift+R on a Mac. If you see the banner "Something went wrong. Reload to continue.", reload the page.

Sign-in and step-up

My step-up code was rejected

You will see "That code didn't match — Codes change every 30 seconds — try the current one."

1. Wait for a fresh code in your authenticator app and enter it straight away.
2. If codes keep failing, your phone's clock may have drifted. Set the date and time to update automatically and try again.
3. If you still cannot verify, use a passkey if you have one, or ask your administrator to reset your enrolment.

I keep being asked to verify again

A step-up confirmation lasts at most five minutes. If you leave a sensitive action and come back later, you will be asked again. This is expected.

My account is locked

Repeated failed sign-ins lock the account temporarily. Wait, then try again, or ask your administrator.

Files and data loading

My file analysis is stuck on Queued

Ad-hoc file analyses run in the background. If a run stays on Queued for more than a few minutes, background processing may not be running. Tell your administrator, who can check scheduled jobs on Platform health.

My file upload was refused

Check the file against the limits for the page you are using:

Check	Ad-hoc file analysis	Load data
Formats	CSV or XLSX	CSV, XLSX, JSON or XML
Size	Up to 10 MB each, up to 5 files	Up to 8 MB
Duplicates	The same file twice is refused	A file run before is recognised; nothing is ingested twice
Protection	Password-protected workbooks are refused	Use an unprotected file

For batch screening, the file must be a CSV with a header row and at most 5,000 rows.

I loaded data but no alerts appeared

Alerts are raised only when transactions meet a rule's conditions. Check that:

• the run accepted the rows; open the run in Ingestion runs and look for quarantined rows
• the source is Live, not still in testing (testing only validates)
• the relevant rules are Active, and built-ins you expect are not switched off
• FX rates exist for the currencies involved; a missing rate means rules with thresholds in that currency cannot evaluate
• the activity has not already been alerted inside a rule's cool-off period

Use Backtest on a rule to see whether it would have fired over the period.

AI assistants

The assistant shows "Generated without AI — rules-based summary"

The AI could not be used for this request. The label gives the reason: switched off, not enabled, timed out, unreachable or failed validation. The rules-based summary is still useful. Try again later for a timeout, or ask your administrator if AI features are switched off for your institution.

Related

• Troubleshooting and error messages
• General questions
• Load data with files and the API
• Check platform health and jobs
• Status and badge meanings