Troubleshooting

A change is not appearing for a colleague

First: are they in the same team? Teams are a hard boundary, and work in one is not delivered to another.

Then: has your change reached the server? The interface can show an optimistic edit before persistence or server acceptance. Check both pending and failed changes; an empty pending count does not prove rejected work reached the server. See Offline and reconnect.

If both are fine and it has been more than a few seconds, reload. If a reload fixes it, that is a real bug worth reporting — tell us what you did and roughly when.

My changes are not being pushed

Work through these in order:

1. What does the sync status say? It sits at the bottom of the sidebar, above the ? button, and is empty when nothing is waiting. Offline means your browser has no connection. Reconnecting means the server cannot be reached; queued changes resume on their own once the app reconnects. N not saved means something was rejected (step 3). See Reading the sync status.
2. Do you still have access? Queued changes across teams use their owning team for authorization. Visiting each team is not required to start draining; a revoked membership can prevent a change from being accepted.
3. Is something marked failed? A permanently rejected change — most often because you no longer have access to what it touched — is surfaced rather than retried forever.
4. Reload if the status stays at Reconnecting or pending after Orneos is reachable again. This restarts the push loop. If a reload fixes it, please report it.
5. Still stuck? Tell us before resetting, if you can — a stuck queue is diagnostic information, and a reset destroys it.

Data looks stale or wrong

Reload first. Most transient oddities are a subscription that dropped and did not re-establish, and a reload restarts startup and catch-up. It does not necessarily perform a full server rebuild.

If it persists, reset your local data (below).

Opening an organization says the switch did not take effect

When you open a link into another organization, Orneos asks your sign-in provider to make that organization active and then reloads. If the reloaded page still reports a different active organization, Orneos stops instead of reloading again, and shows Switching to this organization did not take effect. Stopping deletes nothing, and changes waiting to sync are never discarded. The earlier attempt may already have replaced this browser’s local copy of the organization you were in before; Orneos does that only when no changes are waiting to sync, and the data on the server is unaffected.

Select Retry to try once more — each Retry is a single attempt — or choose a different organization. If it keeps happening, report it and mention roughly when it happened.

An issue I created has no number

Issue references are assigned by the server. An issue created offline is fully usable and gets its number when you reconnect. If you are online and it has not arrived, your changes are probably not being pushed — see above.

Vault will not load

Vault needs a connection — page content is not stored locally. If you are offline, that is the expected behaviour, not a fault. See Known limits.

A page says “Not available in your workspace”

Orneos can turn individual features off for a workspace — for example to keep a pilot focused on the review workflow. When a feature is off, its sidebar entry, shortcuts and search results are hidden, and an old link or bookmark opens this page instead. Nothing is deleted: your data stays in the workspace and reappears when the feature is turned back on. If you think a feature should be available to you, contact support.

The AI drafting button says I need a key

For BYO drafting, add your personal Anthropic key under Settings → Profile. If Orneos credit is enabled and granted for your account, you may select that separate funded path instead; it requires configuration, consent and allowance. Manual writing remains available. See Drafting keys and AI funding.

Everything is slow on first load

The first load after signing in is a cold start: your team’s data is streamed down and written locally. Subsequent loads read that local copy and are much faster.

If every load is slow, your local storage may be getting evicted between sessions — for example because of browser storage policies or a private session ending. See Local data and storage.

Resetting your local data

The blunt fix. It discards the local copy and re-downloads from the server.

The safest sequence:

1. Go online, let pending work settle and resolve failed changes. Confirm important edits reached the server; an empty pending count alone does not prove that rejected work was saved.
2. Sign out. This destroys the local replica by design.
3. Sign back in. You get a clean cold start.

If signing out does not help, clear site data for the Orneos origin in your browser’s settings and sign in again. That is stronger: it also clears preferences and any remembered drafting key.

Something is unusable with a keyboard or screen reader

That is a bug, not a limitation. Tell us — we hold accessibility to the same bar as correctness, and it is not something to work around.

Reporting a problem

Useful report:

• What you did, and what happened instead
• Roughly when, and which team
• Browser and version
• Whether a reload fixed it
• Whether other people saw it too

That last one matters more than it sounds: a problem only you see is usually local state, and a problem everyone sees is usually the server. It halves the search.

Email support@orneos.com.