Troubleshooting and error messages
The messages FlowSentry shows, exactly as they appear, with what each one means and what to do.
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When FlowSentry cannot do what you asked, it tells you why in plain language. Messages that block an action stay next to the form or button; success messages appear briefly as a toast. This page lists the messages you are most likely to see, grouped by area. For step-by-step help with common problems, see Troubleshooting.
Sign-in and MFA
| Message as shown | What it means | What to do |
|---|---|---|
| Sign-in failed — Check your email and password and try again. | The email or password was not recognised | Check both and try again. After repeated failures the account locks temporarily; ask your administrator |
| Your role requires MFA — Complete enrolment to continue using FlowSentry. | Your role must use a second factor | Set up an authenticator app on Security & MFA |
| That code didn't match — Codes change every 30 seconds — try the current one. | The six-digit code was wrong or expired | Enter the code now showing. If codes keep failing, set your phone's clock to update automatically |
| One more step. Confirm it's you. | Sign-in needs your second factor | Enter your Verification code or use your passkey |
Step-up and segregation of duties
| Message as shown | What it means | What to do |
|---|---|---|
| This action needs a fresh second factor. | The action is sensitive and your last confirmation is more than five minutes old | Select Verify now (step-up), enter your code and Confirm |
| Confirm it's you with your authenticator code (step-up) to continue. | The server refused the action without a fresh second factor | Complete step-up, then try the action again |
| The approver must be a different person from the author (segregation of duties). | You tried to approve something you proposed or authored | Ask a different authorised colleague to approve it |
| Waiting for a second person. You cannot approve your own change. | Your rule change is with an approver | Nothing; it appears in a colleague's My approvals |
| You recorded this suspicion — another decider (the designated deputy) must decide it. | The MLRO cannot decide a suspicion they recorded | The Deputy MLRO decides it |
| You cannot decide checks on an application you captured. | You captured this onboarding application | A different KYC reviewer decides the identity check |
Access
| Message as shown | What it means | What to do |
|---|---|---|
| Read-only view: your role can review alerts and cases but not act on them. | Your role (for example auditor or QA reviewer) can read but not act | Nothing; this is by design |
| We couldn't find that page | The address is wrong, the record is not in your institution, or you cannot open it | Select Go to the dashboard or Go back, then search with the command palette |
Connection and errors
| Message as shown | What it means | What to do |
|---|---|---|
| Rejoining the server… | The live connection dropped and is reconnecting | Wait a moment |
| Rejoin failed… trying again in N seconds | Reconnection has not worked yet | Wait, or check your network |
| Failed to rejoin. Please retry or reload the page. | Reconnection gave up | Select Retry or reload the page |
| The session has been paused by the server. | Your session was paused | Select Resume, or reload |
| Something went wrong. Reload to continue. | The page hit an unexpected problem | Reload. If it repeats, do a hard refresh (Ctrl+Shift+R or ⌘+Shift+R) |
| Something went wrong | An error page with a Reference | Select Try again. If it repeats, give the reference and time to your administrator |
Forms and data
| Message as shown | What it means | What to do |
|---|---|---|
| Fix the problems above to submit. | The rule you are building has problems flagged on the review step | Correct each flagged item, then Submit for approval |
| The rule would have stayed silent over this window. | The backtest found no alerts for this period | Widen the period or review your thresholds |
| The same file was run before; nothing was ingested twice. | You loaded a file that was already run | Nothing; it is safe to resend |
| The list entry has changed (or been removed) since this hit was raised. | The list was updated after the hit | Review the hit against the current entry before deciding |
| Your change is sent for approval. It applies only when another authorised person approves it. | Your KYC change is waiting for an approver | Nothing; you can Withdraw it until it is decided |
Two other situations come up often:
- Text too short. Some fields need a minimum length, for example 20 characters for an alert rationale, grounds for suspicion or an override reason. Add more detail.
- File refused. The file is too large, in the wrong format, a duplicate or password-protected. Check the limits in Troubleshooting.
AI assistants
| Message as shown | What it means | What to do |
|---|---|---|
| Generated without AI — rules-based summary | AI was not used; the reason (switched off, not enabled, timed out, unreachable or failed validation) is shown | Use the summary. Try again later after a timeout, or ask your administrator whether AI features are on |
| AI draft — edit before saving | An AI draft has filled the STR narrative | Edit the narrative before you Save STR draft |
| AI draft — advisory | An assistant's draft, with a confidence | Check it against the evidence before using |
If you ask Ask Sentry to do something, it declines because it is read-only, and links you to the screen where you can act yourself.
Tip: When you report an error, note the time, the page and any Reference shown. Never include passwords or codes in a report.