Common issues

Each problem below gives its usual cause and the fix. When none of them matches what you see, get help, or ask CLEO about the page.

Sign in does not accept the email or password

Cause

The email address and the password do not match an account, and sign in says the email or password is incorrect.

Fix

Check both and try again, or reset the password with Forgot Password? (Sign in). Guessing again and again pauses sign in for a while (Sign in is paused).

The invite or reset code does not work

Cause

Code Not Accepted means the email address or the code is wrong, or the code was used, has expired or was replaced by a newer email.

Fix

Check both and try again. For an invite, ask the person who invited you to resend it; for a password reset, send a new code.

A module is missing from the drawer

Cause

The drawer shows what your role opens: an Admin has no Applications, Services or Infrastructures, and an Engineer has no Console (Roles and permissions).

Fix

Ask Core Consulting whether your account is meant to have the other role (Get help).

An environment is missing from the environment picker

Cause

The environment has not been given to your account, or it has been taken off it, suspended or deleted.

Fix

Ask an Admin to give it to your account. An Admin who cannot give it asks Core Consulting.

A monitoring page shows a lock

Cause

The environment is closed. Either its access token has lapsed, which shows as API Token Expired, or Core Consulting has suspended it, which shows as Environment Suspended.

Fix

For a lapsed token, an Admin renews it in the console (Manage environments); an Engineer asks their Admin. A suspension is lifted by Core Consulting alone.

The numbers look wrong

Cause

Every page reads one environment over one time window, narrowed by any filter on the page. The health score and the health of services and hosts describe right now, whatever the window.

Fix

Check the environment at the bottom of the drawer, the time window at the top right and the chips on the page. Narrow the window to see whether a spike is recent (Environments and time windows).

A widget shows no reading

Cause

Nothing in the widget's scope reported the measure in the time window. That is not the same as a zero.

Fix

Widen the time window or clear the dashboard filters. The widget's sheet says why there is no reading when Cluemetry can find a reason.

CLEO does not answer

Cause

No AI provider is set up for the environment, so the sparkle button looks faded and shows CLEO Is Off. Or the provider is waiting for an admin to confirm in the console that its account keeps CLEO's messages out of the provider's model training, which shows as CLEO Is Paused.

Fix

An admin sets the AI provider, model and key under AI Configuration on the environment, with the confirmation the provider needs (Manage environments). An Engineer asks their Admin.

Notifications do not arrive

Cause

The phone does not allow notifications from the app, a setting or a snooze holds them back, the account is signed out on the phone, or the notification was not meant for you.

Fix

Work through the checks in Notifications and push. Everything that reached your account is in the inbox, whatever happened to the push.

Sign in is paused

Cause

Too many refused attempts with the same details, or on the same device.

Fix

Wait for the countdown on the button, about fifteen minutes. If you have forgotten your password, use Forgot Password? instead of guessing, since the pause does not affect it.