Troubleshooting
The things that look broken and are not, and what to do about the ones that are.
Most of what follows is the product working as intended in a way that surprises people the first time.
On a case
- A sanctions screen says unavailable
No list answered. Usually the vendor was down, the credentials have lapsed or no connected vendor covers that chain. Check Settings, then Integrations, then ask the agent to run the investigation again. The agent will not close the case as a false positive while a sanctions screen is unavailable.
- No customer name beside an address
Nobody has declared that address. Screening still ran. There is no customer to put a name to. Check that your sync has pushed the customer and that the wallet is on their record.
- The agent did not cite the SOP you expected
Check that the document has published, in Settings, then Policies. If it has, the usual cause is a heading that names a section number rather than a situation. The agent retrieves by meaning, so it finds a heading that says what the section is about and does not find 4.2.
- A case came back with a different recommendation
Every run reasons from scratch. It does not carry over an earlier recommendation or a decision you made. Your decision stands until you change it.
- A case you closed came back
It did not. An alert only joins an open case, so a new alert about the same subject opens a fresh case rather than reviving the one you decided.
In your queue
- A case is not in Today
Today is yours. A case owned by somebody else is on Cases, not here. A case with no priority has no deadline, so it never appears under Due today.
- Two people disagree about what is due today
Cogentic works out Due today in each reader's own time zone. In different zones, both can be right.
- Customers is not in the sidebar
It has no entry yet. Go to /customers under your organisation, or open a customer from a case.
Reports and settings
- A report will not submit
An answer breaks its own field's rule, such as a number outside its bounds or a date that is not one. The message names the field. An empty required field does not block submitting, so that is not the cause.
- You cannot edit a submitted report
By design. Use Amend, which creates a new draft carrying the values and marks the earlier report superseded once you submit the correction.
- You cannot see API tokens
That page needs Admin or Owner. The same goes for members, vendors, priorities and templates.
- You cannot correct a customer in Cogentic
The customer is read-only because your systems own it. Fix it in the system that owns it and push again.
Pushing customers
- A push was refused over an address
A mixed-case EVM address whose checksum does not match is treated as a typo and refused rather than cleaned up. Send the address exactly as its chain writes it.
- A push was refused over a reference
A vendor reference can belong to only one of your customers. The response names your own id for the customer already holding it.
- A batch partly failed
That is the design. Each item carries its own result, so retry the rows that failed rather than the batch.
Related
Last checked against the product on .