Logs and troubleshooting

Open the shared Logs window from the code-shaped button in the hub or any tool window. Logs include the time, severity, tool name, summary, and technical detail for each action.

Browser does not connect

1. Confirm that the controlled browser was launched from KnowledgeWorks.
2. If Chrome is running without a visible window, close that Chrome for Testing process and select Launch browser again.
3. Wait for the first launch. A new browser profile can take longer to initialize.
4. Review the Updates or Browser entries in Logs.

Article page cannot be found

• Open an eGain article editor tab in the controlled browser.
• Confirm that the page URL contains an article route and has finished loading.
• Do not use a separate standard Chrome window; KnowledgeWorks can only automate the browser session it launched or reconnected to.
• Refresh eGain and retry if the page was open before the browser connection was established.

MediaBridge skips a target

• Check the exact filename or article ID in Logs.
• Confirm that document extensions and linking modes match.
• Confirm that the media server search can find the file.
• For Article mode, confirm that the href contains the correct ECV3 article ID.
• Decode accidental %20 values if a source filename was entered as literal text rather than as a URL path.

ArticleFlow pauses during folder traversal

eGain can replace folder-tree rows while loading. ArticleFlow retries these changes, but large folders may still take longer.

• Wait for eGain loaders to finish before starting.
• Keep the destination parent selected.
• Avoid manually collapsing or navigating the folder tree during an import.
• If the tree shows a duplicate folder that disappears after refresh, refresh eGain and rerun the same import. Existing folders and exact article titles are reused.

ArticleFlow reports an editor error

• Confirm that the generated or selected HTML file contains the intended content.
• Wait for the article editor to finish loading before retrying.
• Verify that no eGain dialog is blocking the editor.
• Review the exact article path in Logs, then rerun the same source after correcting the condition.

DocSweep cannot save

• Close the workbook in Excel.
• Confirm that the destination is writable.
• Use the recovery action to save collected results to a new file.
• Do not discard results until a recovery file has been created successfully.

Authentication expires

KnowledgeWorks can reduce idle eGain logouts, but it cannot bypass company authentication policy. Complete the normal SSO sign-in in the controlled browser, return to the required page, and retry the operation.

Report an issue

Include these details when asking the project team for help:

• KnowledgeWorks version
• Tool and action being used
• Exact time of the failure
• Source filename, article title, or control number when relevant
• The matching entry from Logs
• Whether the issue occurred on Windows or macOS