Troubleshoot access, authorization, collection and AI failures.
Reviewed · 2026-10-12
On this page · 7
1. Login, permissions and empty results
- If returned to login, your session may have expired; sign in again.
- For 403 or missing controls, check management permission. A 404 can also indicate deletion or unavailable access.
- For empty lists, clear filters and verify approved, active participation.
- For 502 or an unavailable site, record the URL and time and contact support by email or phone. Online support may also be unavailable during an outage.
2. Pending reports and collection errors
- For collection errors, inspect the code and last successful time and follow the provider chapter.
- For pending reports, check AI allowance, enablement and schedule status. Periodic source collection alone does not schedule reports.
- Disabled schedules have no next run; completed reports remain. Avoid repeatedly resubmitting failures.
- Include the error code, page URL, time and reproduction steps; never send tokens or passwords.
3. Submit a ticket and follow replies
- Open Support immediately below Help in the profile menu. Contacts are public; online submission requires login.
- Under New ticket enter a category, title, platform URL and details. Include steps, actual/expected results and the error code, then Submit ticket.
- My tickets shows Received, Investigating and Resolved. New replies appear in the bell; open them for ticket details.
- Add further details on the ticket page. A reply to a resolved ticket reopens it. Administrators answer and change status from All tickets. Email requires administrator Gmail setup and recipient opt-in. SMS and automatic error repair are not provided.
4. When another researcher cannot authorize Google
1. Read the error. If access is limited to approved test users, ask the connection administrator to check the intended Google email in the test-user list. Do not send passwords or tokens.
2. Administrators check audience, verification/testing state, test users and institutional policy. One successful account does not guarantee all accounts can authorize.
3. Confirm that the same Google account can directly open the original folder, file or calendar. Authorization and source access are separate.
4. After correcting policy, reconnect that card and verify collection. A redirect_uri_mismatch needs administrator configuration, not a different source folder URL.
Official OAuth guidance: https://developers.google.com/identity/protocols/oauth2/production-readiness/policy-compliance
5. Slow pages and support resolution
- Distinguish a loading section from an unreachable whole page. Discussions, profile work and summaries may load separately.
- Narrow search and open only needed pages/threads. Use Previous/Next for favorites and work lists; distinguish No data from Loading.
- Send Support the page URL, time, steps, expected result and actual result. Redact secrets and unrelated personal information in any screenshot.
- New inquiries notify platform administrators; marking one resolved notifies its author. Open the inquiry from the alert to read the reply and status.
- Repeat the affected steps to verify the fix. If unresolved, add the reproduction result to the existing inquiry.
Reconnect an unavailable wiki store
1. If the list opens but the body says Wiki storage is unavailable, keep any unsaved text separately. The error alone does not mean the document was deleted.
2. Open Lab management → AI/Drive preservation → Connect Google Drive archive account. Sign in and consent with the account holding the existing wiki. This is separate from project Drive reading and personal file-picker authorization.
3. Do not create a new archive folder or change its address just to reconnect. Reopen the original page and check its body and revision history.
4. If it still fails, ask the administrator to check folder access with that account, preservation enablement, storage and revoked Google access. Do not overwrite an uncertain result with a blank page.
5. OAuth apps in Testing can have authorization expire after seven days. For recurring failures, ask the administrator to check publishing status and Google policy. Never include passwords or tokens in a ticket.
6. If consent returns “Another lab operation is in progress,” your existing connection was kept and the new authorization was not saved. Wait briefly, then start a new Google account connection from the same AI/Drive preservation settings. Do not refresh the failed callback or reuse its authorization URL. You do not need to stop ongoing research work.
Official guidance: https://developers.google.com/identity/protocols/oauth2#expiration
When AI help cannot resolve an issue
- Compare the cited guide with your screen. AI has not directly checked server state, permissions or connections.
- If evidence is insufficient or the answer fails, open Review a Customer support draft. This did not resolve my issue opens the same draft after a completed answer.
- Review and edit the question and AI answer, adding occurrence time, reproduction steps, and expected and actual results. Remove passwords, authentication codes and private research originals.
- Choose Submit ticket to submit it yourself. Check Customer support for administrator replies and status. AI help does not submit, modify or mark issues resolved on your behalf.