Troubleshooting

​

I cannot open a workspace or invitation

Check the signed-in email, the active workspace, and whether the invitation expired. Invitations last 72 hours and are single-use. Ask the sender for a new invitation when needed. A paused workspace needs action from its billing owner; creating another workspace does not repair that subscription.

​

I cannot edit, share, or create a team vault

Check the vault role and plan. Editing requires Editor or Vault admin. Share-link management requires Vault admin. Team vaults and groups require a supported plan and administrative permission. A stronger grant from another group may explain access that remains after a direct grant is removed.

​

My search misses a page

Confirm the workspace and scope. Personal vaults require explicit selection. Try a distinctive phrase actually present in the saved source and fewer query words. Search excludes deleted/history content, the separate Skills and Templates libraries, profiles, and Follow-ups. Markdown copied into a vault remains ordinary searchable knowledge, including files under skills/.

​

Import or conversion skipped my source

Markdown imports require valid UTF-8 .md files, portable names, a supported size, and a batch within 500 files/folders. Review the import result. For conversion, check public URL accessibility, supported file type, captions for YouTube, available credits, and a vault skill for photos or enhancement.

​

A share says unavailable

The link may be expired, rotated, revoked, outside the current shared subtree, or blocked by workspace policy or lifecycle. An Organization link also needs active membership. Ask the vault admin to check the link’s current settings. Do not post an Anyone URL publicly while seeking help.

​

I installed desktop but no local files appeared

Installation provides the viewer. Use Connections → Set up this machine and finish the agent prompt or Manual install. If already paired, check the selected mounts and run nlkb doctor rather than enrolling again.

​

Sync stopped or my local edit changed back

Check sync health, the daemon, network access, and Conflicts. The normal local path may show accepted cloud text while a competing body is retained for resolution. Do not delete managed state or reset the replica before reviewing it.

​

I lost a key or pairing code

An expired, unused pairing code can be reissued. A durable key cannot be recovered from inventory: rotate it and verify the replacement before revoking the old one. Deleting a connection is full revocation, not a way to display its secret.

​

Get help

Contact Northern Logic support. Include the screen or command, workspace name, approximate time, platform and client version, error text, and what you expected. For lost content, include the approximate vault/path and last known good time. Do not send passwords, pairing codes, durable keys, Anyone-share URLs, or an entire private knowledge root. Redact screenshots and diagnostic excerpts to the issue being investigated.