Troubleshooting

Common problems and how to fix them, grouped by what you were trying to do. Each entry links to the manual page that explains the feature in full.

Every behaviour described here is documented on the relevant page manual — this page just gathers the fixes in one place, keyed by symptom.

Setting up

"Register Tenant" / activation says the tenant isn't registered

Before any agent can work, the company must be registered with the QUALIA backend. Go to Smart Agent Setup and click Register Tenant (it uses Single Sign-On). The Tenant Registered indicator turns green when it succeeds.

See Setup and the backend concept.

I can't find the diagnostic, email, or backend-admin actions in Setup

Several actions (diagnostics, email integration, backend administration) are hidden in production environments by design and are meant for administrators during setup and troubleshooting.

See the notes on Setup.

Activating an agent

"Activate Agent" fails or is unavailable

The tenant must be registered first — Activate checks this before reaching the backend, and sends you to Smart Agents Setup if it's missing.
A newly created agent must be saved (its No. assigned) before some groups and actions become available.
If the agent's instructions conflict with system rules, Activate offers a suggested fix — accept it or cancel activation.
See Agent Card and Agent List.

Turning on Image Analysis or Knowledge Base on a live agent didn't stick

On an already-active agent these changes sync to the backend immediately. If the sync fails, the change is rolled back — re-check your connection and try again.

See the notes on Agent Card.

Chatting

I can't see or select an agent

You need explicit access. If you don't have it, an error is shown and the agent selection reverts — contact your administrator to request access.
Only Active agents appear for chat; Draft and Disabled agents do not.
If an agent has Allow All Users off and its Authorized Users list is empty, it is hidden from everyone — the administrator must add users (or turn on Allow All Users).
A department with no agents you can access is hidden from the chat sidebar.
See Chat, Authorized Users, and Departments.

The agent stopped responding

If there is no progress for roughly 90 seconds, the chat shows an error and cancels the request. You can simply resend your message.

See the notes on Chat.

The agent is heading the wrong way / taking too long

Click Stop. A cancelled request is charged no credits, so it's always safe to stop and start over.

See Chat and the credits concept.

A confirmation card appeared and I'm not sure what to do

The agent wants to write to Business Central and is waiting for you. Use View AI Suggested Data to review it, then Approve, Approve selected, or Reject with feedback. Nothing is saved until you approve.

See Approval and confirmation cards and the On Confirmation concept.

Credits

Replies are slow, expensive, or I'm running low on credits

Every message draws down credits, scaled by the model tier's multiplier. Drop the agent to a lower tier (e.g. Fast) for simple lookups.
Big instructions, large knowledge files, and high search-result limits all add tokens per message — keep them lean.
Set Low Credit Warning in Setup so you're warned before the balance hits zero.
A stopped request costs nothing.
See the credits primer, Credits, and Setup.

Tools and data access

The agent can read data but can't create/modify/delete

Allow Write Operations is the master safety catch on the tool configuration. While it's off, every tool is forced read-only no matter its individual settings.
Each operation must also be set to Allowed or On Confirmation on the specific tool.
See Tool Configuration Card.

A tool configuration doesn't appear when I try to attach it to an agent

Only Active configurations appear in the lookup on BC Data Connections. Set the configuration to Active.

See BC Data Connections and Tool Configurations.

Knowledge files

I can't upload a knowledge file

The agent must be Active (with a backend ID) before you can upload — uploading to a Draft agent shows an error asking you to activate first.
If the agent record hasn't been saved yet, save it (e.g. Ctrl+S after entering the name) before uploading.
A red Error status on a row means that file's upload failed — replace it.
See Knowledge Files.

Email channel

The email channel won't enable

It requires Graph API credentials (Azure AD Tenant ID, Client ID, Client Secret) to be configured in Smart Agents Setup first. Monitored Mailbox is required when the channel is on.

See Agent Card → Email Channel and Setup → Email Integration.

"This mailbox is already monitored" when saving the agent

Each Microsoft 365 mailbox can be monitored by only one agent. Use a different mailbox, or remove it from the other agent first.

See the notes on Agent Card.

Emails arrive but the agent never replies

Make sure the email Job Queue Entry exists — use Setup Email Job Queue on the agent card or in Setup. Without it, polling never runs.
Use Check Emails Now to test without waiting for the schedule.
Use Test Graph Connection in Setup to confirm the credentials can reach the mailbox.
See Agent Card and Setup.

Senders are being rejected or skipped

If Validate Sender As is set, only senders matched to that BC table (Customer, Vendor, Employee, Salesperson) are answered; unrecognised senders get a rejection reply and their email is logged as Skipped. Set it to None to answer anyone, or add the sender to the matching BC table.

See Agent Card → Email Channel and the Email Log (use Retry on failed rows).

See Agent Card and the Output type concept.

Still stuck?

Run Download Diagnostic Report in Setup for a snapshot of configuration, backend connectivity, agents, and credits.
Check the relevant log: the Email Log for the email channel, or Usage for spend per agent.