Troubleshooting

Start with the specific message Signal shows. Preserve the Task title, affected file name, approximate time, and workspace when asking for help; do not send credentials or sensitive data in a support message.

I cannot sign in#

• Confirm you are using the email address invited to Signal.
• Complete any identity-provider prompt in the same browser session.
• If sign-in succeeds but no workspace appears, ask your workspace administrator to confirm your access.
• Sign out and start again if the selected organisation or session looks stale.

I am in the wrong workspace#

Use the workspace switcher near your account menu. If the workspace is missing, you have not been granted access to it.

Do not upload the file or recreate the Task in the wrong workspace. Ask an administrator to correct access first.

Chat cannot answer my question#

Check whether the request needs fresh analysis rather than recall. If so, ask Signal to start a Task in Work. Otherwise:

• Name the market, customer, category, and period.
• Attach or reference the exact document or earlier work.
• Check citations and ask which evidence supports the answer.
• Ask a narrower question before combining several topics.

A Task is waiting#

• Queued or Planning means the run has not reached execution yet.
• Needs input requires your reply in its question card.
• If live updates disconnect, avoid starting a duplicate immediately; reopen the Task to check its current state.
• Use Cancel on the live Task card when you want to stop the run.

A Task failed#

Read the failure message in the results area. Check whether the brief was too broad, required data was unavailable, or an attachment could not be read. Ask Signal to try again with corrected evidence or tighter scope.

If the report says it could not render but your data is safe, use Retry to reload the display. For an extremely large result, use the available download instead of rendering it in the browser.

A file is not ready#

Open the file in Received files and check its status, timeline, schema, and import preview.

• Your input needed requires you to confirm classification or required details.
• Blocked includes a failure reason and next action.
• A connected source with no recent delivery should be checked on Data sources.
• A ready file may still need modelled outputs before a particular measure is available in Tasks.

A recipient cannot open a report link#

• Confirm the link has not expired or been revoked.
• For a domain-restricted link, the recipient must sign in with an allowed email domain.
• Confirm the link points to the intended report version.
• A normal Task URL requires Signal access; use an external report link for a recipient without a workspace account.

I am not receiving notifications#

Check your personal notification channels and event preferences, then save them. For Slack or Teams, ask a workspace administrator to test the destination and confirm the relevant event is enabled.

When to contact Signal#

Contact your Signal representative when the problem persists after a retry, affects several users, involves a recurring source or connection, or shows a repeated failure without an actionable next step.

Include what you expected, what happened, the workspace, the time, and the affected Task or file name. Never include a password, API secret, webhook, or machine credential.