---
title: "Troubleshooting Arbi"
description: "What to do when Arbi doesn't show up, doesn't answer, won't let you type, can't find a document or says something that doesn't add up."
---

> Documentation Index
> Fetch the complete documentation index at: https://docs.getarbol.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Arbi

Look here for the message you see or what's happening to you. WhatsApp problems are in [Use Arbi on WhatsApp](/en/arbi/whatsapp/#troubleshooting) and call problems in [Calls to patients](/en/arbi/calls/#troubleshooting).

## Opening Arbi

Your role in this organization doesn't include Arbi.

**What to do:** ask whoever manages Arbol in your organization for a role with Arbi. In Ámbar, the permission is called **Usar Arbi con sus propios permisos** (use Arbi with their own permissions). If you work in several organizations, check that you're in the right one.

Your role doesn't include Arbi. In Account, **Arbi** shows in the menu even if your role doesn't include it, and when you write to it you see this message.

**What to do:** ask whoever manages Arbol in your organization for a role with Arbi.

Your Agenda role doesn't include Arbi in this organization (the message means “you don't have access to Arbi in this organization”).

**What to do:** ask an administrator to check your permissions. If it says «No pudimos comprobar tu acceso a Arbi» (we couldn't check your access to Arbi), click **Reintentar** (retry) or sign in again.

Your session in the app expired.

**What to do:** sign in again with your Arbol account. Your conversations are still in **History**.

The connection between your browser and Arbi dropped.

**What to do:** check your internet connection and try again. If it isn't fixed within a few minutes, tell the Arbol team.

## While it answers

An approval card is waiting in this conversation.

**What to do:** find it higher up in the conversation and click **Approve** or **Deny**. To ask something else without deciding, open a **New conversation**. See [Approve what Arbi proposes](/en/arbi/approvals/).

Arbi answers one thing at a time in each conversation. It may be answering something you sent from another window or from WhatsApp.

**What to do:** wait for it to finish. For something different, open a **New conversation**.

The answer didn't finish, for example because it took too long.

**What to do:** click **Retry**. If you asked for something very broad, split it: for example, one month instead of a year.

Nothing is lost: Arbi keeps working even if you close the tab.

**What to do:** open the conversation from **History**. If it's still answering, you'll see **Reconnecting to Arbi…** and it will complete on its own.

You approved or denied that card in another window or on another device. An action is decided only once.

**What to do:** nothing. Reload the conversation to see the result.

## What it answers

Arbi couldn't get into your apps at that moment, or your role doesn't give access to what you asked for.

**What to do:** reload the page and try again. If it stays the same, check in the app that you can see that with your account.

The app didn't confirm the result in time. The change may have been applied.

**What to do:** check in the app, or ask Arbi to look it up. Don't ask it to repeat it until you know it didn't happen.

Arbi can be wrong, for example if it misread the question or the app's information was incomplete.

**What to do:** don't act on that answer. Click the lookup it made to see what the app returned, or check it in the app. Ask where it got the figure. If the answer was unsafe, tell the Arbol team with the date and time of the conversation, without the patient's data.

Arbi works in the organization you signed in to in the app.

**What to do:** switch organization in the app and ask again. On WhatsApp, write **cambiar organización** (change organization).

## Notes and documents

Documents are kept in one organization. If you saved it in another one, or someone else saved it as **Only me**, Arbi doesn't see it here.

**What to do:** open **+** › **Documents** and check that it's under **Your documents** or **Organization documents**. If it says “Arbi can't read its content”, Arbi can't read that file: save it in another format, such as a PDF with text.

Arbi keeps files of up to 25 MB.

**What to do:** split the file or save only the part you need.

Only the person who saved a document can delete it.

**What to do:** ask whoever saved it. If it's urgent because it holds data that shouldn't be shared, tell whoever manages Arbol in your organization.

Everyone in the organization who uses Arbi sees it.

**What to do:** delete it now: **+** › **Memory**, its trash icon under **Organization notes**, then **Delete note**. Anyone in the organization who uses Arbi can do it. Then tell whoever manages Arbol in your organization.

A note may be out of date.

**What to do:** check **+** › **Memory** and delete the note that no longer holds, or ask Arbi to forget it.

Source: https://docs.getarbol.com/en/arbi/troubleshooting/index.mdx