Each entry describes a symptom, a probable cause, and a resolution.
Inability to open Acquia AI
Cause: Accounts might not hold access. Acquia activates accounts in phases and sends email notifications to organization administrators.
Cause: Organization administrators might not have granted access. Until administrators grant access, only organization administrators can access Acquia AI.
Contact an organization administrator. For additional details, visit Getting started with Acquia AI.
Ability to submit questions, but failure to delegate work
Verify the active mode. Advisor mode answers questions only. For additional details, visit Modes in Acquia AI.
Confirm that the organization holds a Work mode entitlement. Access to Acquia AI covers both modes, but Work mode requires this entitlement on the subscription. Contact the Acquia account team to verify entitlement status. For additional details, refer to Getting started with Acquia AI.
Ensure that the subscription holds available AI credits. Zero balances prevent new tasks from starting. For additional details, visit AI credits and usage.
Agent reports unreachable sites or applications
Cause: Administrators have not assigned resources to the project agent. For additional details, visit Getting started with Acquia AI.
Cause: Target sites are not Acquia Source CMS sites. Custom Drupal applications hosted elsewhere cannot connect in this release.
Agent audits pages without applying fixes
Cause: Fixes apply exclusively to custom components on connected Acquia Source sites, whereas audits evaluate any publicly accessible page. For additional details, visit Run a governance check and apply a fix.
Cause: Identified errors fall outside the reviewed set of accessibility errors that Acquia AI can fix.
Reversal of approved changes
Current releases provide no automatic reversals. Revert results through standard change processes. For additional details, visit Governance and control management.
Zero credit balance
Subscriptions have exhausted released AI credits for current monthly periods. New tasks become possible after the balance resets on the first day of the following month. To increase credit allocations sooner, contact the account team to request larger monthly allowances:
In-progress tasks complete without interruption.
Review, approval, and publication options remain available.
For additional details, refer to AI credits and usage.
Diagnostic findings indicate platform issues
Forward diagnostic findings and evidence to Acquia Support. For live, customer-facing incidents, contact Acquia Support directly instead of routing issues through the agent.
Acquia AI states that it cannot diagnose an application
Cause: The application runs on Site Factory or Acquia Search. Diagnosis does not support these applications.
Resolution: Use the Acquia Cloud Platform interface to review logs. Support for these applications is planned for a future update.
Acquia AI states that it can review logs for today only
Cause: The environment runs on Cloud Classic. Diagnosis on Cloud Classic covers the current UTC day only.
Resolution: Ask about an issue from the current UTC day, or review older logs in the Acquia Cloud Platform interface.
Acquia AI states that it cannot access Acquia Cloud Platform.
Cause: An administrator account has not assigned the application to the project agent.
Resolution: Ask an administrator account to assign the application.
Acquia AI does not display the command for a cron job
Cause: Cron commands can contain keys or other secrets, so Acquia removes these values.
Resolution: Expected behavior. Acquia AI displays the schedule and label. Access the command in the Acquia Cloud Platform interface.
Contact Acquia Support directly
Contact Acquia Support directly for live incidents, suspected platform faults, or items that Acquia AI identifies as outside its evaluation scope.
Troubleshooting Acquia AI
Each entry describes a symptom, a probable cause, and a resolution.
Inability to open Acquia AI
Cause: Accounts might not hold access. Acquia activates accounts in phases and sends email notifications to organization administrators.
Cause: Organization administrators might not have granted access. Until administrators grant access, only organization administrators can access Acquia AI.
Contact an organization administrator. For additional details, visit Getting started with Acquia AI.
Ability to submit questions, but failure to delegate work
Verify the active mode. Advisor mode answers questions only. For additional details, visit Modes in Acquia AI.
Confirm that the organization holds a Work mode entitlement. Access to Acquia AI covers both modes, but Work mode requires this entitlement on the subscription. Contact the Acquia account team to verify entitlement status. For additional details, refer to Getting started with Acquia AI.
Ensure that the subscription holds available AI credits. Zero balances prevent new tasks from starting. For additional details, visit AI credits and usage.
Agent reports unreachable sites or applications
Cause: Administrators have not assigned resources to the project agent. For additional details, visit Getting started with Acquia AI.
Cause: Target sites are not Acquia Source CMS sites. Custom Drupal applications hosted elsewhere cannot connect in this release.
Agent audits pages without applying fixes
Cause: Fixes apply exclusively to custom components on connected Acquia Source sites, whereas audits evaluate any publicly accessible page. For additional details, visit Run a governance check and apply a fix.
Cause: Identified errors fall outside the reviewed set of accessibility errors that Acquia AI can fix.
Reversal of approved changes
Current releases provide no automatic reversals. Revert results through standard change processes. For additional details, visit Governance and control management.
Zero credit balance
Subscriptions have exhausted released AI credits for current monthly periods. New tasks become possible after the balance resets on the first day of the following month. To increase credit allocations sooner, contact the account team to request larger monthly allowances:
In-progress tasks complete without interruption.
Review, approval, and publication options remain available.
For additional details, refer to AI credits and usage.
Diagnostic findings indicate platform issues
Forward diagnostic findings and evidence to Acquia Support. For live, customer-facing incidents, contact Acquia Support directly instead of routing issues through the agent.
Acquia AI states that it cannot diagnose an application
Cause: The application runs on Site Factory or Acquia Search. Diagnosis does not support these applications.
Resolution: Use the Acquia Cloud Platform interface to review logs. Support for these applications is planned for a future update.
Acquia AI states that it can review logs for today only
Cause: The environment runs on Cloud Classic. Diagnosis on Cloud Classic covers the current UTC day only.
Resolution: Ask about an issue from the current UTC day, or review older logs in the Acquia Cloud Platform interface.
Acquia AI states that it cannot access Acquia Cloud Platform.
Cause: An administrator account has not assigned the application to the project agent.
Resolution: Ask an administrator account to assign the application.
Acquia AI does not display the command for a cron job
Cause: Cron commands can contain keys or other secrets, so Acquia removes these values.
Resolution: Expected behavior. Acquia AI displays the schedule and label. Access the command in the Acquia Cloud Platform interface.
Contact Acquia Support directly
Contact Acquia Support directly for live incidents, suspected platform faults, or items that Acquia AI identifies as outside its evaluation scope.
Source