Help
Troubleshooting
Fixes for the problems people hit most.
5 min read
Home shows 0 tickets
Your helpdesk is not connected yet, or Home metrics source points at a helpdesk you did not connect. Check Settings → Integrations → Home metrics source. Until you connect one, Home can show sample data.
Cases does not show a ticket I just assigned to myself
Click Refresh in Cases, or wait about a minute for auto-refresh. Confirm you signed in as the same agent the helpdesk assigned.
“Status not loaded yet. Check the Zendesk connection.”
The ticket opened from a paste or sample, and Zendesk is not connected. Investigate still works; connect Zendesk to see live status.
Low-confidence answers
Add the repository folder (Settings → Integrations → Local repositories), attach the actual log or HAR file, connect observability tools, and say what you already ruled out.
Reply check says Do not send
Remove quoted internal notes, private issue keys and any language that reveals account priority. Run Check reply again.
The bug was copied but no issue exists
Copy markdown only puts the draft on your clipboard. Filing needs a connected tracker (Jira today), a destination project, and external posts turned on in Settings → Security & privacy.
Live call transcript is empty
Allow the microphone for Arcus in your system settings, pick the right input device, and click Retry mic. On Mac, restart Arcus after changing privacy permissions.
Mac says the app can’t be opened
Right-click Arcus in Applications and choose Open. You only need to do this once.
Atlassian sign-in fails
Atlassian sign-in uses your org’s own Jira OAuth app. Until your admin adds it, connect with email + API token.