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Common Issues & Solutions

11 min readUpdated

This guide helps you quickly troubleshoot common problems in Atloria. Issues are grouped by what you notice first, such as trouble signing in, missing content, confusing version status, or incomplete analytics.

For each issue, start with the symptom you see, review the likely cause, and then follow the suggested solution. If you need step-by-step instructions, use the linked help articles.

Login and Account Access Issues

I cannot find the correct sign-in page

Symptom
You are on a page that does not look like the normal Atloria sign-in screen, or you are not sure whether you are in the right place.

Likely cause
You may have opened the wrong page, or you may be on the registration form instead of the sign-in form.

Solution
Start from the Atloria public site and select Sign in in the top navigation. Confirm that the page includes the Email field, Password field, and Sign in button. If you are on Register but already have an account, use the link on that page to switch back to Sign In.

See:

Atloria says my email or password is invalid

Symptom
You see Invalid email or password when trying to sign in.

Likely cause
The email address may not match your Atloria account, or the password may be incorrect.

Solution
Re-enter both fields carefully. Make sure you are using the same email address used when your Atloria account was created. If you still cannot sign in, use Forgot password to reset your password.

See:

I cannot sign in because I forgot my password

Symptom
Your usual password no longer works.

Likely cause
Your password may have changed, expired, or been entered incorrectly.

Solution
On the Atloria sign-in page, select Forgot password and complete the reset steps. After resetting, return to the sign-in screen and try again with the new password.

See:

Atloria keeps sending me back to Sign in

Symptom
You sign in, but Atloria returns you to the sign-in page again.

Likely cause
Your sign-in may not have completed successfully, or your session may not be staying active.

Solution
First confirm that you actually signed in successfully and did not see an error message. Then try opening the main account area again. If the problem continues, sign out fully and sign back in. If you recently received new access, signing in again can refresh what Atloria shows in navigation.

See:

I am trying to register, but I already have an account

Symptom
You are on the registration page even though you only want to sign in.

Likely cause
You selected the wrong account entry option.

Solution
Switch from Register to Sign In using the link on the page. Then enter your existing Atloria account details.

See:

I cannot find the Admin area

Symptom
The Admin workspace is missing.

Likely cause
You may be signed in with the wrong account, your access may not include admin permissions, or your access was added recently and has not refreshed in your current session.

Solution
Confirm that you are signed in with the correct Atloria account. If you were recently granted admin access, sign out and sign back in. If the area is still missing, ask an administrator to confirm your role and workspace permissions.

See:

I cannot find a project

Symptom
A project you expect to see is missing from the Projects list.

Likely cause
A search term, filter, sort order, or wrong workspace view may be hiding it.

Solution
Clear the search box, remove active filters, and check the current sort order. Also confirm that you are in the correct Atloria workspace and not inside another project with a similar name.

See:

I opened the right project, but the workspace I need is missing

Symptom
You are inside a project, but a linked workspace or documentation area does not appear.

Likely cause
You may be in the wrong project view, or your role may not include access to that area.

Solution
Check that you are on the main project area and not a different sub-area. Confirm the project name at the top of the screen. If the workspace is still missing, ask a project administrator to confirm your access.

See:

Document Editing and Page Issues

A page will not save

Symptom
You make changes in Atloria, but the page does not save.

Likely cause
Required page details may be missing, such as the title, slug, or page location.

Solution
Check the top of the editor and the page settings area for missing required information. Review the Title, Slug, and parent page or location. Save again after filling in any missing details.

See:

A new page does not appear where I expected

Symptom
You created a page, but it is not showing in the expected part of the navigation.

Likely cause
The page may have been created under the wrong parent section, saved in the wrong place, or not included in the right version workflow.

Solution
Open the page settings and confirm its parent section and placement. Then review whether the page was saved correctly and included in the version you are checking.

See:

Preview and public content do not match

Symptom
The page looks correct in preview, but the public page shows older or different content.

Likely cause
You may be viewing a draft in preview while the public site is still showing the last released version. You may also be checking the wrong version.

Solution
Check the page’s publication state and confirm which version you opened. Refresh the public page and compare again. If needed, verify that the correct version was published.

See:

Version, Review, and Release Issues

A version is missing from the version list

Symptom
You expect to see a version in Atloria, but it is not listed.

Likely cause
You may be in the wrong project, the list may be filtered, or the version may not have been saved as expected.

Solution
Confirm the project name first. Then clear any filters and refresh the version list. If the version still does not appear, return to the version details or generation area to confirm it was created successfully.

See:

Request review is unavailable

Symptom
You cannot request review for a version.

Likely cause
The version may not be saved yet, may already be in review, or may still be missing required details.

Solution
Open the version details and confirm the version has been saved. Check for empty required fields such as title, description, owner, or other workflow details. Save your changes and try again.

See:

Approve or Reject is missing

Symptom
You are reviewing a version, but approval actions are not available.

Likely cause
The version may not be in a reviewable state, the review may already be closed, or your role may not allow review decisions.

Solution
Open the version review page and check the current status. If the version is still a draft or already has a final decision, review actions may not appear. Also confirm that your Atloria role includes reviewer access.

See:

The Review option is missing

Symptom
You expect to review a version, but the Review option is not shown.

Likely cause
The version may still be in Draft or In progress, or you may be looking at the wrong version.

Solution
Open the version detail page and check the status badge near the top. Make sure you selected the correct version and project.

See:

A comparison shows no differences

Symptom
You compare two versions, but Atloria shows no changes.

Likely cause
You may have selected the same version twice, chosen nearly identical versions, or opened the comparison before the latest version was fully ready.

Solution
Check the version selectors at the top of the comparison view. Make sure the source and target versions are different and are the versions you intended to compare. If needed, return later after the latest version is fully available.

See:

Export validation fails even though the version looks complete

Symptom
A version appears ready, but Atloria still blocks export.

Likely cause
A hidden child page, unpublished page, or missing required page detail may still be preventing validation.

Solution
Review child pages under approved parent pages and confirm that all required page details are filled in. Check that every needed page is assigned correctly and included in the intended publish state.

See:

Pages are missing after publication

Symptom
You published a version, but some pages do not appear in the public documentation.

Likely cause
The missing pages may not have been included in the released version, may not be published, or may belong to a different audience or visibility setup.

Solution
Check the published version first, then review the missing pages in the project workspace. Confirm that each page was included in the correct release and is set up for the intended public visibility.

See:

Audience and Public View Issues

An audience does not appear in the editor

Symptom
You want to assign an audience, but it is not available while editing a page.

Likely cause
The audience may not exist in the current project, or it may have been created in a different project.

Solution
Return to the project’s Audiences area and confirm that the audience exists there. If needed, create it in the correct project and then return to the page editor.

See:

An audience slug is rejected

Symptom
Atloria does not accept the audience slug you entered.

Likely cause
Another audience may already be using the same slug.

Solution
Compare the slug with the rest of your audience list and choose a unique value.

See:

The public page does not change when I switch audiences

Symptom
You choose a different audience, but the page still looks the same.

Likely cause
The audience change may not have fully applied, or you may be checking the wrong page or view.

Solution
Refresh the page, reselect the intended audience, and compare the navigation, title, and visible sections again. Also confirm that you opened the published public page rather than a private workspace view.

See:

A page appears under the wrong audience

Symptom
A page is visible in the wrong audience experience.

Likely cause
The page may be assigned to the wrong audience, grouped under the wrong section, or published in the wrong place.

Solution
Review the page’s audience assignment, navigation group, and publication setup. Correct the placement, then check the public view again.

See:

Screenshot and Media Issues

The screenshot shows the wrong page

Symptom
You captured a screenshot, but it shows the wrong content.

Likely cause
The page address may be incorrect, incomplete, or redirecting somewhere else.

Solution
Recheck the URL field and confirm that it points to the exact page you want. Open the page directly first if needed, then capture again.

See:

The screenshot is blank, partial, or incomplete

Symptom
The image is missing content or appears unfinished.

Likely cause
The page may not have fully loaded before the capture was taken.

Solution
Return to the capture screen, wait until the page is fully loaded in the state you want to show, and then capture again.

See:

A screenshot is missing from a page or library

Symptom
You expect to see an image, but it is not there.

Likely cause
The image may have been moved, renamed, saved in the wrong folder, or hidden by filters.

Solution
Check filenames, folder placement, and any active filters such as project, version, locale, or approval status. Also confirm that you are reviewing the correct version.

See:

A screenshot looks outdated

Symptom
The screenshot does not match the current Atloria layout or release.

Likely cause
The image may come from an older version or an earlier workflow state.

Solution
Check where the image came from and compare it with the current version label and page state. Replace outdated images before release.

See:

Support Agent and AI Issues

A message will not send in a support conversation

Symptom
You type a message, but it does not send.

Likely cause
The message field may not be ready, the send action may be unavailable, or the screen may still be loading.

Solution
Make sure your text is still in the input field. Check whether the Send action is available. Look for any visible error message and try again after the screen finishes loading.

See:

A reply appears in the wrong conversation

Symptom
You see your message or Atloria’s reply in a different thread than expected.

Likely cause
The wrong conversation may be selected in the history list.

Solution
Check the highlighted thread and conversation header before sending another message. Open the correct thread, then continue there.

See:

  • [Managing Agent Conversations and Chat History](/managing-agent-conversations-and-chat-history

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