Appendix C — Getting help

How to reach a person, what the help screens inside Aegis actually contain, and how to work through the problems people hit most often.

Compliance work throws up questions no manual can fully anticipate — a regulator asks something unexpected, a deadline moves, or a screen does not behave the way you thought it would. This appendix has three parts. First, the help surfaces built into Aegis and how to open each one. Second, what to send us so that one reply solves the problem. Third, a run through the common problems, each with the likely cause, how to confirm it is the cause in your case, and what to do about it. We would rather hear from you early than have you stuck.

The three help surfaces, and which one to use

Aegis has three separate help surfaces. They look similar but do different things, and they open in different ways.

Reaching Euraika directly

Whatever your workspace has configured, two routes always reach the Euraika team.

• Write to support@euraika.net. This is also the address behind Contact Support at the foot of the Help Center panel, so you can start a message without leaving the page you were on.
• Open the support portal at https://support.euraika.net for guides, known issues, and to raise and follow a ticket. Use it when you want to track the progress of a request rather than trade emails.

Flag anything time-sensitive in the subject line. If you are working through a live security incident or a regulatory deadline, say so — it is far easier for us to prioritise a request that is marked clearly than one we have to infer.

What's on this screen

The Need Help? dialog is the screen most people reach first, so it is worth knowing what is in it. It opens as a small panel over whatever you were doing, and it is built from your workspace's own configuration — which means it will not look identical in every organisation.

• The header reads Need Help? and carries a support-tier badge on the right: Basic Support, Standard Support, Priority Support or Premium Support. The badge is read-only and is worked out from your licence tier, not set by hand.
• The first card is always there. Browse the User Guide, with the line Searchable help for every screen, opens this guide inside Aegis. It appears even when no support contact has been configured, so the dialog is never a dead end.
• Then the contact cards, one for each detail your administrator has filled in: Email Support (opens a new message), Phone Support (dials the number), Support Portal (opens the site in a new tab) and Help Center, labelled Documentation & Guides. Cards for details that have not been set are not shown at all.
• A Support Hours grid at the foot lists the configured days and times, with the timezone in the heading. It appears only when hours have been configured.
• The dialog footer carries the reminder Press ? to open this dialog and a Close button.

Opening the User Guide for the screen you are on

The top-bar help icon is context-aware: it opens the guide at the chapter for your current screen rather than at the contents page.

1. Select the circled question-mark icon in the top bar, between the theme toggle and the notification bell. Aegis navigates to /help with the chapter for your current screen already loaded, and the left menu and top bar stay where they are.
2. Read the guide in the embedded panel. It follows the light or dark theme you have chosen, so it matches the rest of the application.
3. Select Printable version in the header bar above the embedded guide to open every chapter as one long page in a new tab. From there, use your browser's print dialog and choose to save as a PDF — there is no separate download file.
4. Select Open in new tab to read the chapter in a full window while you carry on working in Aegis in the original tab.

Searching the built-in articles

The Help Center panel holds short built-in articles, separate from this guide, and is the quickest route when you want an answer without leaving the screen.

1. Press Ctrl / (⌘ / on a Mac). The panel slides in from the right with the cursor already in the search box, which reads Search documentation....
2. Type a few words. Results replace the category list as you type; if nothing matches, the panel says so and suggests different keywords or browsing the categories.
3. With the search box empty, look at On this page at the top of the panel. Those are the articles matched to the screen you were on when you opened it. Below them sit the general categories.
4. Select an article to read it in the panel. The arrow in the panel header takes you back to the category list.
5. Use Contact Support at the foot of the panel when the built-in articles do not have the answer; it opens a new message to support@euraika.net. An Open Documentation Portal link sits above it when a documentation portal has been configured for your workspace. Press Escape to close.

Setting your organisation's support contacts

The contact cards in the Need Help? dialog come from a settings form. Only an Admin sees this section.

1. Open Settings and choose the System tab. Scroll to the Support Contact card, subtitled Configure how users can reach support.
2. Fill in the fields you want your colleagues to see: Support Email, Support Phone, Support Portal URL and Help Center / Documentation URL. Leave any of them blank and its card is left out of the dialog. Aegis rejects a malformed email address or a URL that is not a valid web address.
3. Note the Support Tier row beneath the fields, marked Based on your license type. It is read-only — an ESSENTIALS licence shows Basic Support, PROFESSIONAL shows Priority Support, and ENTERPRISE shows Premium Support.
4. Select Preview in the card header to see the dialog exactly as your colleagues will see it, then close the preview.
5. Select Save Changes. A confirmation appears, and the next person to press ? sees the new contacts.

What to include when you report a problem

A good report turns a slow back-and-forth into a single reply. Try to include:

• Your workspace (tenant) name — the organisation name shown at the left of the top bar.
• Your role — Viewer, Contributor, Manager or Admin. Read it from your avatar menu under My profile.
• What you were doing, the page you were on (the address helps — for example /policies), and what you expected to happen instead.
• The exact wording of any error message and the time it occurred. Changes are written to the audit log, so a timestamp lets us trace the action.
• A screenshot, if the screen looked wrong. It tells us more than a description alone.

Common problems

Each of the following names the likely cause, how to confirm it, and what to do. They are grouped by the part of Aegis they affect.

Sign-in: my credentials are rejected

The email address or the password does not match what the system holds. The two usual reasons are a typo in the email, or an account created through single sign-on (SSO), which has no password of its own.

1. Copy and paste your email from another application to rule out a keyboard-layout slip, then try again.
2. Look below the email-and-password form for a single sign-on button — it names your provider, for example Continue with Microsoft. If it is there, your account most likely has no password of its own; use that button instead of the form.
3. Check that browser autofill is not inserting an old, stale password.
4. If you still cannot get in, select Forgot password? on the sign-in screen and reset from the link sent to your inbox. The link is time-limited, so use it as soon as it arrives and request a fresh one if it no longer works. If nothing arrives within five minutes, look in your spam folder — and note that the reset email only goes out when your deployment has email configured.

The full walkthrough is in Signing in.

Sign-in: I landed on the first-time setup wizard, not the dashboard

SSO creates your Aegis account the first time you sign in. The wizard appears when you are the first user in a brand-new workspace, or when your SSO identity was matched to a different workspace from your colleagues'.

1. Ask a colleague who already reaches the dashboard which workspace they are in, and compare it with the organisation name in your top bar.
2. If you are in the wrong one, your administrator needs to re-invite you to the correct workspace. SSO group mapping decides which identity-provider groups land where, so your identity-provider administrator may also need to adjust your group membership.

See First-time setup for the wizard itself and Signing in with Microsoft Entra ID for the group mapping.

Sign-in: the setup wizard reappears every time I sign in

The wizard is meant to show once. Aegis stamps your account as finished only when you reach the final confirmation screen. Close the browser partway through and that stamp is never written, so you are routed back to the wizard on the next sign-in.

1. Work through every step and select the button on the final screen rather than closing the tab once it looks done. Only that last action records completion.
2. If it keeps returning for someone who has definitely finished it, ask an Admin to look in the audit log for the user-update entry that records completion. If it is absent, the wizard was never submitted in full and a clean run-through will settle it.

Sign-in: my session keeps expiring

Sessions last for a period your platform operator sets — seven days by default, configurable between one and ninety. If yours ends sooner than expected, the operator has probably shortened it.

1. Ask your platform operator to confirm the configured session lifetime on your deployment.
2. If it is too short for your way of working, ask them to lengthen it. If the short lifetime is a deliberate security choice, there is no workaround — you will need to sign in at that interval.

Navigation: I opened a link and landed on an Access denied page

A full-page 403 headed Access denied means you reached a route your role is not allowed to enter — from a bookmark, a link someone sent you, or a typed address. The page carries a Go home button back to the dashboard.

1. Open your avatar menu and select My profile to read your current role, then check it against What each role can do for the section you were trying to reach.
2. If you need access, ask your administrator to raise your role under Settings → Users, saying which section you need and why. Role changes take effect at once — you do not have to sign out — but reload the page so the gate is re-evaluated.

Navigation: a menu item I expect is missing entirely

A missing item means one of three things, and they are fixed by different people.

1. Ask a colleague on a higher role whether they can see the item. If they can, it is a role gate and your administrator can settle it.
2. Open /settings/license and read the features listed for your current tier. If the feature shows as not included, this is a licence matter — contact your account manager about a tier upgrade.
3. If it should already be in your tier but is still absent, the module is probably not provisioned. Ask Euraika support or your operator to enable it. Provisioning changes go through the control plane and usually take effect within minutes.

Dashboard: a figure reads zero when I know there is data

The dashboard is rendered on the server and its result is cached for one minute, so a count can lag the underlying records by up to that long. A genuine zero, that caching lag, or a connector that has not finished syncing are the usual reasons.

1. Go to the module the figure represents — /risks if the open-risk count looks wrong — and check whether records exist there.
2. If the module has data but the figure still reads zero, wait a minute and do a hard refresh (Ctrl Shift R in most browsers).
3. If a connector feeds the figure — an anomaly count from a security tool, say — open Connectors and check that connector's last sync time and status.

Figures do not update live while you watch them; there is no auto-refresh. The Dashboard chapter explains each widget.

Policies: I cannot approve a policy

Two things gate approval. The policy must be in InReview — it can never be approved straight from Draft — and your account must be allowed to approve it.

1. Check the policy's status. If it is still Draft, it has to be submitted for review first; there is nothing to approve yet.
2. Check your role under My profile. A Viewer or Contributor cannot approve policies — ask your administrator to raise your role if approving is part of your job.
3. If your role should be enough, your workspace may use the optional multi-approver setting. That is configured per policy category and can require several approvals from named users or specific roles. Ask your administrator who the configured approvers are for that category.

Policies: one keeps showing as overdue for review even after I edited it

Editing a policy body does not reset its review timer. An approved policy counts as due for review when its Effective Date plus Review Cycle (days) has passed. Neither field changes when you edit the text, so the policy stays due until one of them moves. That is deliberate — an edit on its own is not a formal review.

1. Open the policy and read its Effective Date. If the review really has happened, move that date to the date the reviewed version took effect; the due date shifts with it.
2. Check the Review Cycle (days) value — it defaults to 365, and a shorter cycle brings the policy round again sooner than you may expect.
3. Note that the separate Review date field on the policy is one you set by hand. Nothing recalculates it for you, so keep it in step with the cycle if you rely on it.

Review cycles are covered in Policies.

AI assistant: the answer is generic and seems not to know my organisation

The assistant works from the context in your prompt plus a little workspace metadata. It does not read every policy and risk on its own — you supply the material. A rate-limited or fallback response can also look thin.

1. Check that your prompt contained the content you want the answer to draw on. Paste in the control requirement, regulatory text or risk scenario rather than naming it.
2. Look for a warning banner at the top of the AI panel. If the model is unavailable, Aegis shows a fallback message rather than a tailored answer.
3. Try again with more specific context. The more concrete the input, the more useful the draft.

The assistant assists; a person reviews and decides. See The AI assistant for what it can and cannot do.

Connectors: Test connection fails

Usually an expired credential (API key, OAuth token or client secret), a changed endpoint, a firewall blocking the outbound connection from Aegis, or a required field filled in wrongly.

1. Open the connector's configuration and read the error in the test response — it often names the field or step that failed.
2. Check whether the credential has expired. If so, rotate it in the external system and paste the new value into Aegis.
3. Ask your platform operator to confirm that the Aegis cluster can reach the external endpoint on the required port.
4. Save the fresh values and select Test connection again. A successful test moves the connector to Connected.

Connectors covers setup for each connector type.

Email and notifications are not arriving

Email goes out over SMTP. Aegis takes its SMTP settings from the deployment's own configuration first, and falls back to the SMTP connector you set up in the application. If notifications are on but nothing arrives, SMTP is probably not configured at all, the connector is in an Error state, or messages are caught by a spam filter.

1. Open Connectors and look for the SMTP connector. If there is none, ask your platform operator whether SMTP is set at the deployment level — it may be configured there instead, in which case nothing appears on this page.
2. If the connector exists, check its status. Error means the last send failed; select Test connection to read the current error, then update the credentials.
3. Open the recipient under Settings → Users and check the Email Verified row in their detail panel, and ask them to look in spam or junk.
4. If the message landed in spam, add the connector's from-address to the recipient's allowed senders.

Audit log: an entry I expected is not there

The audit log records changes, not ordinary reading. Browsing, searching and opening records create no entries — creates, updates, deletes, status changes, AI-generated changes, and sign-in or sign-out do. A few deliberate read actions are logged as well, including exports and generated reports, because those take data out of the system.

1. Confirm the action was a change or an export. If you only viewed a page, no entry is expected.
2. Use the search and filters to narrow by actor (your own name), action type, and the time it happened.
3. If the action was a second or two ago, refresh the page.
4. If a confirmed, successful change genuinely produced no entry, treat it as a bug and write to support with the action, object, timestamp and user account.

Filtering and exporting the log is covered in The audit log.

Exports: the export is refused or comes out empty

Two different things are called "export", and they fail for different reasons. Selecting rows in a list and exporting them produces a CSV file, not a PDF, and needs the export permission — a Contributor does not have it, while a Viewer, Manager and Admin do. Exporting one record from its own page is a separate action with its own format.

1. If the export is refused outright, check your role under My profile. A Contributor cannot export; ask your administrator if exporting is part of your job.
2. If a file downloads but holds nothing you expected, check the list filters and the rows you actually selected — the export follows the selection, not the whole module.
3. Export a single record from its own page to separate a selection problem from a generation problem, then try a batch of ten to twenty rather than everything at once.
4. If even a single export fails, ask your operator to check the application and worker logs for document-generation errors.

Things that work the way they are meant to

Some behaviour surprises people but is a deliberate design choice rather than a fault. Knowing about it before an audit or an onboarding session saves time.

• AI outputs always need human review. The assistant drafts and suggests; it cannot check its own work against your live systems, and language-model output is not repeatable word for word. Every AI-generated item is labelled, and a qualified person must review and approve it before it enters your compliance record.
• There are four built-in roles. Viewer, Contributor, Manager and Admin cover every workspace, and the boundaries between them are fixed in the application — an Admin cannot redraw them. The Roles tab in Settings shows the permission matrix for reference only. Where you need a different cut, an Admin can build a permission group under Settings → Permission Groups; that tab is Admin-only but is not tied to a licence tier.
• Delete is a soft delete. Deleting a record hides it from normal views but keeps it, and its audit history, in the database. Ordinary module screens offer no way to erase it for good, so a deletion cannot quietly destroy evidence. Permanent removal of personal data is handled as a GDPR erasure request; see GDPR.
• Figures can be up to a minute stale. The dashboard's server-rendered result is cached for a minute, and nothing polls in the browser. Module pages reload when you open them or make a change. Refresh the browser if you need an up-to-the-second count.
• Risk severity is derived, not stored. The band comes from the risk's score (falling back to impact × likelihood), so the register cannot be grouped by severity in the database. Filtering by band does work — Aegis translates the band into the score range behind it — but if you need to slice by band alongside other columns, export the register and do it in a spreadsheet.
• The compliance score is a coverage measure. It counts the controls that have at least one evidence item which is not deleted and not past its valid-until date, then divides by the controls in your enabled frameworks. It does not judge how strong that evidence is and it does not weight controls by importance. Use Audit readiness for a closer look at evidence health.
• Global search does not cover everything. It spans policies, procedures, risks, vendors, evidence, incidents and the connector catalogue. It does not free-text-search audit-log payloads, compliance documents, questionnaire responses, DORA ICT asset records or GDPR processing activities — for those, use the module's own list page. Note that when the keyboard-shortcuts feature is switched on for your workspace, ⌘ K / Ctrl K opens the command palette instead of this search, and the top bar stops advertising the chord.
• Translations do not refresh themselves. A machine translation of a policy is requested by hand and saved by hand. When the source text changes, the old translation stays visible until someone saves a new one, so build a translation check into your approval routine.
• Each workspace is fully separate. Aegis runs one isolated deployment per organisation — its own database, web server, worker and secrets, with nothing shared between customers. Upgrades are delivered per workspace by your operator rather than rolled out centrally.

Where this connects

Unfamiliar terms are explained in Appendix B — Glossary. For who can do what, see What each role can do; for every action listed by role, see Appendix A — Action catalogue. If you are still finding your way around the interface, The screen layout and The left menu cover the top bar and navigation the help buttons live in.