Find the Cause Before You Change Your Setup
An onboarding problem can feel bigger than it is. A missing assistant, an unsuccessful document upload, or an unexpected answer may have very different causes. The quickest route is to identify where the task breaks, test one thing at a time, and keep your team’s security controls in place.
Quick Answer
Start troubleshooting LaunchLemonade setup issues by identifying the exact symptom and checking your account and workspace. Then test a small example and review the relevant instructions, documents, permissions, or workflow history. If the problem remains, contact support with a redacted description of what happened.
Summary
Most setup investigations start with a few practical checks: confirm the right workspace, isolate the failing step, and compare the result with your expectations. Document problems need different checks from sharing or workflow problems. Avoid changing several settings at once, and ask an administrator or support for help when access or security is involved.
What This Guide Covers
- A repeatable process for narrowing down an onboarding problem
- Checks for assistant instructions, documents, team sharing, and workflows
- Safe browser troubleshooting and information to include in a support request
Where Should You Start With LaunchLemonade Setup Issues?
Start by naming the specific task that failed, rather than treating the entire setup as broken. A clear symptom helps you choose the right checks and avoid unnecessary changes.
For example, “the assistant cannot find our policy” is more useful than “the assistant does not work.” It points towards linked documents, the question, and the source content. A missing assistant in a teammate’s workspace points towards sharing and access instead.
Identify the Symptom
Use this table to choose a starting point. These are diagnostic suggestions, not guaranteed explanations for every error.
| What You See | First Thing to Check | Next Section |
|---|---|---|
| The page will not load | Connection, browser, and whether other sites load | Browser checks |
| An assistant gives an unexpected response | Instructions, prompt, and relevant source material | Assistant setup |
| A file will not upload | File type and size | Knowledge base |
| A teammate cannot see an assistant | Workspace and explicit sharing | Team access |
| A workflow stops or fails | Run history and error details | Workflows |
| A feature or model is unavailable | Current plan and available options | Account and access |
Write down the exact error text if one appears. If possible, note when the problem started and whether it affects one person or several.
A screenshot can help, but review it before sharing. Remove client names, document contents, access tokens, and other sensitive information.
A Five-Step Setup Troubleshooting Process
Follow this sequence before making larger configuration changes.
- Identify the exact symptom. Write down what you expected, what happened, and any error message.
- Check your account and workspace. Confirm that you are using the intended account, workspace, and plan.
- Test one small example. Retry the task with a simple prompt or a small, non-sensitive file.
- Review the relevant configuration. Check the assistant instructions, linked documents, sharing permissions, or workflow run history.
- Contact support if the issue remains. Share the steps, expected result, actual result, and a redacted error message.
Change one variable at a time. Otherwise, you may solve the problem without knowing which change helped, or introduce a second issue while investigating the first.
For example, if you alter the prompt, switch documents, and change the model simultaneously, the result tells you little about the original cause. Make one change, repeat the same test, and record what happened.
Suggested Visual: A five-step diagnostic flow from symptom to support, with a decision point for account, assistant, document, sharing, or workflow issues.
Separate an Error From an Unexpected Result
An error message and a poor AI response need different treatment.
An error may tell you that an action could not complete. Record the message and the step where it appeared. If the message names a file, workflow step, or access restriction, start there.
An unexpected response means the action completed, but the answer was not useful or accurate enough. In that case, inspect the instructions, the question, and the supporting material. A fluent response is not proof that the answer is correct.
What Should You Check When the Page or Account Is Not Working?
First, confirm that you are using the intended account and workspace. If the page itself will not load, check the connection and browser before changing assistant settings.
A browser issue, account issue, and permissions issue can look similar at first. The useful distinction is whether you can reach the platform, sign in, and then access the intended workspace or assistant.
Check the Account and Workspace
If you have more than one work account, confirm which one you used during onboarding. Ask your administrator which workspace you should use if your organisation has more than one.
Then clarify the exact boundary of the issue:
- Can you reach the sign-in page?
- Can you sign in but not find the expected workspace?
- Can you open the workspace but not see an assistant?
- Can you see the assistant but not edit it?
- Does the problem affect one user or several?
These answers help an administrator or support team investigate without needing your password.
Do not share passwords, authentication codes, or access tokens in a support message. If a message requesting credentials seems suspicious, verify the request through a trusted channel. See this guidance on recognising phishing attempts.
Check the Browser Without Weakening Security
If the page is blank or repeatedly fails to load, first check whether other websites work. Google’s connection and loading troubleshooting guide explains why network, browser, device, or website issues can affect loading.
Try these checks in order:
- Reload the page once and note any error.
- Confirm your internet connection is working.
- If permitted by your organisation, try a private browser window or another approved browser.
- Ask IT about browser extensions or network controls if the problem is limited to your work device.
- If appropriate, clear site data only after understanding the consequences.
A private window is a diagnostic test, not a guarantee of privacy from your employer or network provider. Microsoft explains how InPrivate browsing works.
Extensions can behave differently in private browsing. Google notes that users can allow individual Chrome extensions in Incognito mode, so a private-window test does not automatically rule out every extension.
Clearing cookies or cached data may sign you out and remove saved site preferences. Google describes the effects of clearing cache and cookies. If you use Edge, review Microsoft’s instructions for managing cookies.
On a managed device, do not disable required security software or bypass network policies. Ask your IT team to review the issue. For browser-specific checks, see Microsoft’s guide to fixing Microsoft Edge problems and Google’s instructions for managing Chrome extensions.
How Can You Fix an Assistant That Is Not Behaving as Expected?
Review the assistant’s instructions and test a small, specific task before changing more complex settings. An unclear instruction can produce an answer that looks plausible but does not meet your needs.
LaunchLemonade lets you create an assistant from your workspace using New Assistant. You describe the task in plain English, and the platform suggests a system prompt, tools, and configuration that you can edit.
If you intended to create a multi-step automation, check whether you need New Workflow instead. An assistant and a workflow can serve different purposes, so choosing the right starting point makes troubleshooting easier.
Make the Desired Result Specific
A vague instruction such as “help with onboarding” leaves many decisions open. A more useful instruction defines the audience, task, source material, output, and limits.
For example:
Help our internal onboarding team draft a checklist using the linked onboarding policy. Use bullet points. If the policy does not contain an answer, say so and identify the missing information.
This example is a starting point, not a guarantee that every answer will be correct. Your team should review the result against the source before using it.
When refining instructions, ask:
- Who will use the assistant?
- What task should it perform?
- Which information should it rely on?
- What should the final answer look like?
- What should it do when information is missing?
- What requires a human decision?
For more context on creating an assistant, explore the LaunchLemonade platform for builders.
Test With a Question You Can Verify
Use a small, non-sensitive test with a known answer. If the assistant is meant to summarise a policy, choose a short section that you can check yourself.
Compare three things:
| Test Element | Question to Ask |
|---|---|
| Input | Did I ask for one clear task? |
| Source | Is the relevant information present and current? |
| Output | Does the answer accurately reflect that information? |
If the output is too broad, narrow the question. If it misses an important detail, check whether the detail is present in the linked material. If the format is wrong, clarify the format in the instructions.
Some LaunchLemonade setup issues are really expectation mismatches: the assistant may be doing a broad task when the user expects a specific one. Treat the first response as a test result, not a final verdict on the whole setup.
Check Model Availability Separately
Available models can vary by plan. The Free plan includes a selection of mid-tier models, while Professional and Team plans offer a broader selection.
If you cannot find a model you expected, check the options available in your account and confirm your plan. Do not assume that a model listed elsewhere is available in your particular workspace. Support can help clarify current availability.
Changing models may affect output, but it will not automatically fix unclear instructions or missing source material. First establish a repeatable test, then make a controlled comparison if another available model is appropriate.
Why Is a Knowledge Base File Failing or Being Missed?
Check the file format, file size, and whether the right material is linked to the assistant. If the upload succeeds but an answer is inaccurate, investigate the source and the question separately.
LaunchLemonade supports PDF, DOCX, XLSX, PPTX, TXT, Markdown, CSV, HTML, and EPUB files up to 50 MB each. Uploaded documents are processed and indexed for retrieval.
A successful upload does not guarantee that every future answer will be complete or correct. The assistant searches linked documents for relevant passages, so the wording of the question and the content of the source both matter.
Check the File Before Uploading Again
Start with the basics:
- Confirm the file is in a supported format.
- Check that it is no larger than 50 MB.
- Open it locally to confirm it is the file you intended to use.
- Review whether it contains the information needed for the task.
- If appropriate, test a smaller, non-sensitive file.
Avoid uploading confidential material merely to test an error. Use an approved sample and follow your organisation’s data-handling rules.
If the supported format and size look correct but the upload still fails, record the file type, approximate size, and error message. Do not repeatedly upload the same sensitive document while guessing at the cause.
| File Check | Why It Helps |
|---|---|
| Supported format | Rules out an obvious format mismatch |
| File size | Identifies whether the file exceeds the stated per-file limit |
| Correct version | Reduces the risk of testing against outdated material |
| Readable source | Helps you confirm the relevant information is actually present |
| Small sample | Helps isolate whether the issue is specific to one document |
Test Retrieval With a Known Answer
Choose one fact from the document and ask a direct question about it. Then compare the answer with the original passage.
For example, if an approved sample policy says a review happens every quarter, ask: “How often is the review scheduled?” Check whether the answer matches the sample, rather than assuming that a confident response is accurate.
If the answer is wrong or incomplete:
- Confirm the intended document is linked to the assistant.
- Check whether another document contradicts it.
- Rephrase the question to identify the relevant subject.
- Review the assistant’s instructions for conflicting directions.
- Test again with a simpler question.
- Escalate with a redacted example if the problem continues.
This distinction matters because retrieval and answer generation are separate parts of the process. Microsoft’s explanation of retrieval-augmented generation evaluation describes checks for both retrieved context and grounded responses.
A grounded answer should align with the available source, but it still deserves review. Microsoft’s groundedness guidance explains the difference between an answer and the evidence supporting it.
For LaunchLemonade setup issues involving a particular document, keep the investigation narrow. A small, approved example is often easier to discuss with support than an entire client file.
Why Can’t a Teammate See or Use an Assistant?
Check the workspace, plan, and explicit sharing settings first. Being part of a team does not automatically mean every assistant is shared with every member.
On paid Team plans, an assistant can be shared with the whole team or selected members. The person sharing it can choose view-only or edit rights through the assistant’s Share dialog.
If a colleague cannot see or edit an assistant, avoid assuming the assistant has been deleted. It may simply not have been shared with the intended person, or the person may be in a different workspace.
Check Sharing and Access in Order
Ask the assistant owner or an authorised administrator to review the following:
- Workspace: Is the teammate in the intended workspace?
- Sharing: Has the assistant been explicitly shared with them or their team?
- Access level: Do they need view-only or edit rights?
- Plan: Does the workspace have the relevant team-sharing capability?
- Governance: Are other access or approval rules relevant to the task?
Team and Enterprise plans include role-based access controls. Administrators can manage which agents users can access, which data agents can use, and which actions require approval.
Those controls are there for a reason. If access is blocked, ask the administrator to review the intended role rather than requesting broad permissions as a shortcut.
The LaunchLemonade platform for teams is a useful starting point for discussing shared use. For a specific access error, the account administrator and support team can investigate the actual configuration.
Agree on a Simple Access Test
Ask the affected teammate to describe what they can see without sharing their credentials. For example:
“I can open the team workspace, but the onboarding assistant is not visible.”
The owner can then check the Share dialog and confirm the intended audience. After any authorised change, ask the teammate to repeat the same test.
For LaunchLemonade setup issues affecting several people, note whether everyone has the same symptoms. A single-user problem and a workspace-wide problem may need different investigation.
How Do You Troubleshoot a Workflow or Connected Tool?
Check the failed workflow’s run history and identify the step that did not complete. For a connected tool, confirm the intended connection and permissions without sharing credentials.
LaunchLemonade workflows are structured, multi-step automations. Failed runs are recorded in the workflow’s run history with error details. Depending on the configuration, a step can retry, skip, or stop after an error.
Investigate the Failed Step
Start with the run that matches the reported problem. Record the workflow name, approximate time, and error details, removing sensitive information before sharing.
Then ask:
- Which step failed?
- Did earlier steps complete?
- Was the step expected to use a connected tool?
- Was human approval required before an action?
- Did the workflow stop, skip, or retry?
- Can the issue be reproduced safely with test data?
Do not repeatedly rerun a workflow that may send messages or change external data. First confirm what has already happened and whether another run could duplicate an action.
| Symptom | Investigation | Caution |
|---|---|---|
| A run stops | Check the failed step and error details | Confirm earlier actions before rerunning |
| An action is waiting | Check whether approval is required | Do not bypass an approval process |
| A connected step fails | Review the intended connection and access | Do not share tokens or passwords |
| A scheduled run is unexpected | Review the schedule and intended timing | Confirm settings before changing them |
Review Connections With the Right Owner
LaunchLemonade supports connections to selected external services. If a workflow depends on a connected service, confirm with the connection owner that the intended account and permissions are in place.
The platform supports services including Gmail, Google Calendar, Google Drive, Google Sheets, Outlook Mail, Outlook Calendar, SharePoint/OneDrive, and Notion. Availability can change, so check the current options in your account or ask support about a specific connection.
Do not grant broad access simply to make a test pass. Ask your administrator to review the minimum access needed for the task and your organisation’s approval rules.
When investigating LaunchLemonade setup issues involving integrations, describe the failing action rather than sending credentials. A useful report might say: “The workflow failed at the calendar step after the earlier steps completed.”
When Should You Contact Support, and What Should You Send?
Contact support when a simple, safe test does not resolve the issue, or when you need help with account access, permissions, or an unexplained error. A concise report can reduce back-and-forth.
Existing customers can contact LaunchLemonade through live chat after logging in or email support@launchlemonade.app. If you cannot sign in, email is the practical route.
You do not need to diagnose the root cause before asking for help. Your job is to describe what happened and what you have already checked.
Use a Support Request Template
Copy this template and remove anything your organisation does not permit you to share:
Issue:
I am trying to complete [task].Expected result:
I expected [result].Actual result:
Instead, [what happened].Where it happened:
[Workspace, assistant, or workflow name, if appropriate]Error message:
[Redacted error text]Steps already tried:
[List the safe checks you completed]Scope:
[One person or several people, if known]Approximate time:
[Time and time zone]
Do not include passwords, one-time codes, access tokens, or unnecessary client information. Ask support how to share sensitive diagnostic material safely if it is genuinely needed.
Choose Support or a Walkthrough
Use support for a specific problem that needs investigation. Examples include a failed upload, an access issue, or an error in a workflow run.
A walkthrough is more useful when your team is deciding how to structure its initial setup or wants to discuss a broader use case. You can book a LaunchLemonade demo for that conversation.
For LaunchLemonade setup issues, the distinction is simple: send support the symptom and evidence; use a walkthrough to discuss the wider approach.
Key Takeaways
- Start with the exact symptom, expected result, and actual result.
- Test one change at a time using small, non-sensitive examples.
- Check file format, size, linked material, and source accuracy separately.
- Confirm explicit sharing and appropriate permissions before changing access.
- Review workflow run history before repeating actions that may affect external systems.
- Escalate LaunchLemonade setup issues with a concise, redacted support request.
Conclusion
A reliable setup process is less about finding one universal fix and more about asking the right question. Is the issue with the page, the account, the assistant’s instructions, the source document, team access, or a workflow step?
Start with the smallest safe test. Keep useful notes, involve your administrator when permissions matter, and contact support when the cause remains unclear. That approach helps you solve the immediate problem without compromising your team’s controls.
Frequently Asked Questions
Do I Need Coding Skills to Set Up an Assistant?
No. LaunchLemonade provides a no-code assistant builder. Describe the task in plain English, then review the suggested configuration.
Why Can’t My Teammate See an Assistant?
Confirm that the assistant has been explicitly shared with that person. Also check the workspace, sharing permissions, and applicable plan.
Which Files Can I Upload to the Knowledge Base?
Supported formats include PDF, DOCX, XLSX, PPTX, TXT, Markdown, CSV, HTML, and EPUB. Each file can be up to 50 MB.
Why Is My Assistant Giving an Inaccurate Answer?
Check the instructions, linked documents, and wording of your question. Compare the response with the source and correct any outdated or conflicting material.
Where Can I Check a Failed Workflow?
Check the workflow’s run history for the failed run and its error details. Use that information to identify the step to investigate.
How Do I Contact LaunchLemonade Support?
Existing customers can use live chat after logging in or email support@launchlemonade.app. Include a concise description and remove sensitive information.
