# Troubleshooting

The problems people actually hit, what causes them, and what to do — including how to reset your local data safely.

Status: Reference

Documentation updated: 2026-09-24

Source: https://docs.orneos.com/docs/troubleshooting

## A change is not appearing for a colleague

First: are they in the **same team**? [Teams are a hard boundary](https://docs.orneos.com/docs/companies-and-teams), 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](https://docs.orneos.com/docs/offline).

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](https://docs.orneos.com/docs/support) — tell us what you did and roughly when.

## My changes are not being pushed

Work through these in order:

1. **Are you online?** The queue only drains with a connection.
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.** This restarts the push loop.
5. Still stuck? [Tell us](https://docs.orneos.com/docs/support) 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).

## 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](https://docs.orneos.com/docs/limits).

## 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](https://docs.orneos.com/docs/ai-keys) and [AI funding](https://docs.orneos.com/docs/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](https://docs.orneos.com/docs/local-data).

## Resetting your local data

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

**This destroys unsent work**

Anything in the queue that the server has not accepted is lost. If you can, reconnect and let the queue drain first — unless the queue is exactly what is broken.

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](https://docs.orneos.com/docs/ai-keys).

## Something is unusable with a keyboard or screen reader

That is a bug, not a limitation. [Tell us](https://docs.orneos.com/docs/support) — 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](mailto:support@orneos.com).