--- description: "Where to get help in Actian AI Analyst: support chat, bug reports, reporting a problem with an answer or a Steward session, the in-app Docs tab, and what to do on error screens." --- # Getting help You can get help without leaving the product. Which options you see depends on whether you work in Studio or Explorer and on how your deployment is set up. | Where you are | What you can use | |---|---| | Studio, left sidebar | The **Resources** group, which includes **Support** (chat), **Report a Bug** and **Docs** | | Studio, right-hand panel | The **Docs** tab, which shows the documentation for the page you're on | | Studio, Steward panel | **Report a problem** for the current Steward session | | Explorer, under an answer | **Report a problem** for that answer | | Error and blocked screens | **Help**, **Contact support**, **Contact sales**, **Contact Actian** or **Contact us**, depending on the screen | !!! info "Availability" - **Who can do this:** any signed-in member can send a report. The **Resources** group and the **Docs** tab are part of Studio, so you need Studio access to see them. - **Deployment:** support chat and the documentation links are available on Actian SaaS and on connected self-managed deployments where they are set up. On air-gapped self-managed deployments, **Report a Bug** is the only help option, and reports stay on your installation. !!! note "Explorer-only members" If you only have Explorer access, you don't see the **Resources** group. To tell Actian about a problem, use **Report a problem** under an answer (see [Report a problem with an answer](#report-a-problem-with-an-answer-explorer)), or ask your administrator. ## Help in Studio: the Resources group The **Resources** group sits at the bottom of the Studio sidebar, below **Manage**. ### Chat with support 1. In the Studio sidebar, under **Resources**, click **Support**. 2. The support chat opens in a messenger window. Type your question. The chat is linked to your AI Analyst account (your user ID, and your email address and name when they are available), so the support team knows who you are. If AI Analyst can't confirm your identity, the chat still opens, but anonymously. In that case, include your email address and organization name in your message. While the chat is loading, **Support** is greyed out. If the chat can't open, you see **Couldn't open support chat. Please try again.** ### Report a bug 1. In the Studio sidebar, under **Resources**, click **Report a Bug**. 2. In the **Report a bug** dialog, describe what you did, what you expected and what happened. 3. Click **Submit report**, or press Ctrl+Enter (Cmd+Enter on a Mac). Press Esc or click **Cancel** to close the dialog without sending. **Submit report** stays disabled until you type something, and reads **Submitting…** while the report is sent. The address of the page you're on is attached to the report automatically, so open **Report a Bug** from the page where the problem happened. What happens next depends on your deployment. The dialog tells you which case applies: | The dialog says | What happens to your report | Confirmation | |---|---|---| | **Tell us what went wrong. We'll get a Slack ping and open a ticket.** | The report goes to Actian's support team, which may also open a support ticket for it. | **Thanks! Your bug report has been sent.** | | **Tell us what went wrong. Your report stays on this installation; an administrator includes it in the diagnostic export for Actian.** | Nothing leaves your installation. The report is saved in your AI Analyst database, and your administrator can include it when they send a diagnostic export to Actian. | **Thanks! Your bug report has been saved.** | The second case applies to air-gapped self-managed deployments. !!! warning "If no confirmation appears" If you click **Submit report** and the dialog stays open without a confirmation message, your report was not sent. This can happen when your report is longer than 5,000 characters, when you have sent several reports in a short time, or when reporting is temporarily unavailable. Shorten the text, wait a few minutes and try again, or use **Support** instead. ### Open the documentation Click **Docs** under **Resources** to open the AI Analyst documentation home in a new browser tab. To read the documentation next to your work, use the [Docs tab](#reading-the-docs-inside-studio) instead. ## Report a problem with an answer (Explorer) Use this when an AI Analyst gives a wrong, incomplete or confusing answer. 1. In Explorer, open the conversation. 2. Under the answer, click **Report a problem** (flag icon). 3. Under **What went wrong?**, describe the problem. 4. Click **Send report**. You see **Thanks for the report.** when it is sent. **Report a problem** appears under each completed answer that has text and did not end in an error. It isn't shown in conversations that you can only view, such as a conversation someone shared with you in read-only mode. Your report includes the page address and identifies the conversation and the answer, so the support team can look at the exact response. If sending fails, you see one of these messages: | Message | What it means | |---|---| | **You've sent several reports just now. Please wait a moment before sending another.** | You reached the [report limit](#limits). Wait a few minutes. | | **Problem reporting isn't available right now.** | Reporting is not set up on this deployment. Contact your administrator. | | **Couldn't send your report. Please try again.** | The report could not be sent. Try again later. If it keeps failing, your administrator may have turned off reporting for your deployment. | ## Report a problem with a Steward session 1. In Studio, open the Steward panel. 2. In the panel header, click the bug icon (**Report a problem**). 3. The dialog shows which session is attached, for example **Session … will be attached to your report.** Under **What went wrong?**, describe the problem. 4. Click **Send report**. The Steward **Report a problem** button is available under the same support setup as **Report a Bug**: if you don't see **Report a Bug** in the sidebar, you won't see this button either. The rate-limit and unavailable messages are the same as for [reporting an answer](#report-a-problem-with-an-answer-explorer). The generic failure reads **Couldn't send your report. Try again.** ## What is sent with a report When your deployment sends reports to Actian, a report includes: - your email address, and your AI Analyst user ID when a support ticket is opened - the address of the page you were on - identifiers for your organization and environment - the text you wrote - for a Steward or Explorer report, identifiers for the session, or for the conversation and answer, when they belong to your organization The report contains only the fields listed above. The identifiers point to the session or answer you reported. On air-gapped self-managed deployments, nothing is sent: the report is stored on your installation only. ## Limits - **Length:** a report can be up to 5,000 characters. The dialogs don't show a counter, so keep reports short and specific. - **Duplicates:** if you send exactly the same report again from the same page within about two minutes, it is not sent a second time. You still see the confirmation. - **Rate limit:** you can send about five reports in any 10-minute period. After that, wait a few minutes before sending another. ## Reading the docs inside Studio Studio's right-hand panel has three tabs: **Steward**, **Graph** and **Docs**. The **Docs** tab shows AI Analyst documentation next to your work. 1. In Studio, click **Docs** on the right edge of the window. 2. The tab shows the article that matches the page you're on. For example, on the Models page it shows the Models article. 3. To read another article, use the breadcrumb at the top of the tab, or click a link to another article. 4. To go back to the article for the current page, click **Reset**. 5. To open the article on the documentation website, click the external-link icon (**Open on docs.actian.com**). Book icons elsewhere in Studio also open the **Docs** tab: - The book icon next to the **Models**, **Metrics** and **Glossary** titles opens the article for that area. - The small book icon in Studio's expression and SQL editors opens the [Semantic SQL (SemQL)](../semantic-layer/semql/README.md) overview. If no article matches the current page, or the article can't be loaded, the tab shows a **Browse documentation** heading with one menu for each documentation section, the message **Docs for this page are still hiding in the bushes.** and a **Browse all docs** button that opens the documentation home in a new browser tab. ### How articles look in the Docs tab The **Docs** tab shows a simplified version of each article. Styling is removed, so notes and warnings look like plain paragraphs, and some content, such as diagrams and embedded video, may not display as it does on the website. Use **Open on docs.actian.com** to see the full page. Links behave like this: - A link to another article that the Docs tab knows opens in the tab. - A link to another page of the AI Analyst documentation opens in a new browser tab. So does a link you click while holding Ctrl, Cmd, Shift or Alt. - Links to other websites are shown as plain text. ### When the Docs tab is not available You don't see the **Docs** tab: - outside Studio, including everywhere in Explorer - if your browser window is narrower than 768 pixels (Studio then asks for a bigger screen) - while your organization is locked, for example while it is pending deletion - on air-gapped self-managed deployments The **Docs** tab loads articles from docs.actian.com through your AI Analyst server. If your server can't reach docs.actian.com, the tab shows the **Browse documentation** view instead of the article. ## Why you might not see Support, Report a Bug or Docs | You don't see | Likely reason | |---|---| | The whole **Resources** group | You only have Explorer access. The group is part of Studio. | | **Support** | Your deployment is air-gapped, support chat is not set up for your deployment, or your operator turned support off. | | **Report a Bug** (and the Steward **Report a problem** button) | Bug reporting is not set up for your deployment, or your operator turned support off. On an air-gapped deployment, **Report a Bug** is always available and saves the report on your installation. | | **Docs** (sidebar link and right-hand tab) | Your deployment is air-gapped. | On a connected self-managed deployment, **Support** and **Report a Bug** appear only after your operator has connected the deployment to Actian support. Ask your administrator if an item you expect is missing. ## When something goes wrong ### We couldn't load AI Analyst This screen appears when AI Analyst can't load your organizations or permissions after you sign in. It reads **Something went wrong reaching AI Analyst or reading its reply. Try again — if this keeps happening, contact support.** - Click **Try again**. The button reads **Loading…** while AI Analyst retries. - Click **Help** to open the documentation in a new tab. - Click **Contact support** to open the support chat. This screen doesn't show error details. When you contact support, describe what you were doing and when it happened. ### Sign-in failed This screen reads **We couldn't complete sign-in. Try again, or contact support if this keeps happening.** 1. Click **Error details** to see the error code and message from the sign-in service. 2. To copy the details for support, click the copy icon next to **Error details** (tooltip **Copy**). The icon briefly changes to a check mark. If your browser blocks copying, expand **Error details** and select the text by hand. 3. Click **Sign in** to start again. This signs you out completely and returns you to the sign-in page, where you enter your credentials again. Some sign-in problems, such as an expired browser session, don't show this screen: AI Analyst restarts sign-in for you automatically. !!! note "Air-gapped deployments" **Help** and **Contact support** can appear on **Sign-in failed** and **We couldn't load AI Analyst** even on an air-gapped deployment, where they can't reach anything. On an air-gapped deployment, contact your administrator instead. ### Page not found This screen reads **We couldn't find the page you're looking for. It may have moved, or the link may be broken.** It usually means an old bookmark or a broken link. The sidebar stays visible. - **Back to Studio** takes you to **AI Analysts**. - **Back to Explorer** takes you to the Explorer home page. If you only have Explorer access and open a Studio link, AI Analyst takes you to Explorer instead. ### No product access yet This screen reads **You are signed in, but your account has no Explorer or Studio role in this organization. Ask an administrator to assign you Explorer-only or Studio access.** - Ask an administrator in your organization to give you access. See [Members](../settings/members.md). - If you belong to more than one organization, use the organization switcher to pick another one. - Click **Sign out** to sign out. Unless your deployment is air-gapped, the screen also shows **Help** and **Contact support**. Once an administrator gives you access, AI Analyst takes you into the product the next time it reloads your permissions. ### Sign in with single sign-on This screen reads **This organization requires single sign-on. Sign out, then sign in again through your organization's identity provider.** Click **Sign out**, then sign in through your company's single sign-on. ### Studio needs a bigger screen Studio needs a browser window at least 768 pixels wide. On a smaller screen, click **Go to Explorer**, or open Studio on a larger screen. ## When your organization is blocked If your organization can't be used at the moment, AI Analyst shows one of these screens instead of the product: | Screen | What it means | Contact button | |---|---|---| | **The trial for … has ended** | The trial is over and product access is paused. | **Contact sales** | | **This organization is pending deletion** | Product work is paused until the organization is restored or permanently deleted. | **Contact us** | The contact button opens the support chat. It is not shown on air-gapped deployments; there, contact your administrator. On the trial-ended screen you can also switch to another organization, click **Leave this organization**, or click **Sign out**. On the pending-deletion screen you can switch to another organization. ## What to include when you contact support When you contact support, include: - what you were doing, what you expected and what happened instead - the address (URL) of the page, or the conversation you were in - the exact text of any error message - for sign-in problems, the copied **Error details** - roughly when it happened !!! warning Never include passwords, API keys, tokens or other secrets in a chat or report. If you shared a secret by mistake, rotate it straight away. ## Related pages - [Accuracy and limitations](../governance/accuracy-and-limitations.md) - [How AI Analyst handles your data](../governance/how-ai-analyst-handles-your-data.md) - [Using Steward](../steward-ai-agent/using-steward.md) - [Asking questions](../agent/working-with-agents/asking-questions.md)