Frequently Asked Questions
Getting Started
How do I reset my password?
Click Forgot Password on the login page and enter your email address. You'll receive a reset link. If your organization uses SSO, contact your IT administrator instead.
Why can't I see certain features?
Feature visibility depends on your role and permissions. Administrators control which features are available to different user groups. Contact your administrator if you believe you should have access to a feature.
What browsers are supported?
Hublvu supports the latest versions of:
- Google Chrome
- Mozilla Firefox
- Microsoft Edge
- Safari
For the best experience, keep your browser updated.
How do I contact support?
- Email: support@hublvu.ai
- Use the in-app help feature
- Check this documentation for self-service answers
Chat & AI
Why did the AI suggest a tool I can't use?
The AI may suggest tools based on what would be most helpful, even if you don't have access. Your administrator configures which tools are available to your role. If you need access to a tool, contact your administrator.
How do I improve AI responses?
- Be specific — Include system names, error messages, and context
- Provide details — Mention relevant services, environments, or constraints
- Build knowledge — Upload relevant documentation to the knowledge base
- Use follow-ups — Refine through conversation
Why is the AI slow sometimes?
Response time depends on:
- Query complexity
- Number of tools being executed
- Knowledge base search scope
- System load
Simple questions respond faster than complex multi-tool operations.
What does the AI have access to?
The AI can access:
- Your organization's knowledge base
- Tools configured in your outposts
- Flow and guide definitions
- Data from integrated systems
It cannot access anything not explicitly configured by your administrators.
Can the AI make changes to my systems?
Yes, when configured to do so. Tools that modify systems require appropriate permissions. Some actions may require your explicit approval before execution. Your administrators control what actions are allowed.
Flows & Guides
What's the difference between flows and guides?
| Aspect | Flows | Guides |
|---|---|---|
| Automation | AI-driven diagnosis and remediation | Human-driven with optional automation |
| Decisions | System identifies root cause and routes | Human decides what to do |
| Structure | Branching logic based on outcomes | Linear step sequence |
| Best for | Incident diagnosis, troubleshooting | Procedures, checklists, training |
Use flows when you want AI to diagnose and route. Use guides when you want structured human-led procedures.
How do I know which flow to use?
- Browse by symptoms — Flows describe what triggers them
- Ask the AI — Describe your issue in Chat; it suggests relevant flows
- Use filters — Filter by "Popular" or "High Performers" for proven automation
- Search — Search by name or keyword
Can I modify someone else's flow?
It depends on sharing settings:
- Personal flows — Only the owner can edit
- Team flows — Admins can edit; others can view and run
- Public flows — Read-only except for owner/admins
You can always create your own copy of a flow to modify.
Why did my flow fail?
Common causes:
- Tool timeout — External tool took too long
- Tool error — Tool execution failed (check logs)
- Invalid input — Input variables were incorrect
- Network issue — Outpost connectivity problem
- Missing permissions — User lacks required access
Check the run details for specific error messages.
Can flows run automatically?
Flows can be triggered by:
- Manual execution (from UI or Chat)
- External integrations (via API)
- Scheduled execution (if configured)
Contact your administrator to configure automated triggers.
Knowledge
Why isn't my uploaded document available yet?
Documents go through processing after upload:
- Parsing — Content extraction
- Chunking — Splitting into segments
- Embedding — Semantic indexing
- Indexing — Made searchable
This can take several minutes for large documents. Check the processing status in the file list.
What file formats are supported?
| Format | Extensions |
|---|---|
| Documents | PDF, DOCX, DOC |
| Spreadsheets | XLSX, CSV |
| Text | TXT, MD |
How long does processing take?
- Small documents (< 10 pages): Usually under a minute
- Medium documents (10-100 pages): 1-5 minutes
- Large documents (100+ pages): May take 10+ minutes
Processing runs in the background; you don't need to wait.
Why isn't the AI finding my documentation?
- Verify the document uploaded successfully
- Check processing completed without errors
- Try different search terms (semantic search may use different words)
- Ensure the content actually contains relevant information
Administration
How do I give someone admin access?
- Go to User Management
- Find the user
- Click Edit
- Assign an admin role
- Save changes
Only existing admins can promote other users.
How long are audit logs retained?
Audit log retention is configured by your organization. Default retention varies by plan. Contact your administrator for specific retention policies.
How do I set up SSO?
- Go to Security Settings
- Navigate to SSO Configuration
- Choose your provider type (SAML or OAuth)
- Enter configuration details from your identity provider
- Test the connection
- Enable for users
See SSO Configuration for detailed instructions.
What roles are available?
Built-in roles include:
- Viewer — Read-only access
- User — Standard user capabilities
- Power User — Advanced features
- Admin — Full administrative access
Your organization may have custom roles configured.
Integrations
How do I connect to my ticketing system?
- Go to Integrations
- Click Add Integration
- Select your ticketing system (Jira, ServiceNow, etc.)
- Enter connection details and credentials
- Test the connection
- Enable the integration
Why is my outpost showing offline?
Common causes:
- Network connectivity issue
- Outpost service stopped
- Authentication expired
- Firewall blocking connection
Check outpost logs and network connectivity. Outposts connect outbound to Hublvu, so ensure outbound connections are allowed.
What ports need to be open?
Outposts require outbound connectivity only:
- HTTPS (443) — Primary communication
- No inbound ports required
Outposts initiate outbound connections, making them firewall-friendly.
Can I have multiple outposts?
Yes. Organizations commonly deploy outposts:
- Per environment (dev, staging, prod)
- Per location (data centers, cloud regions)
- Per team (isolated tool sets)
Each outpost can have different tools and permissions configured.
Troubleshooting
The application is slow
- Clear browser cache
- Check your network connection
- Try a different browser
- Check system status for known issues
- Contact support if problems persist
I'm getting unexpected errors
- Note the error message
- Check if the issue reproduces consistently
- Try the action again after a few minutes
- Check system status
- Contact support with error details
Chat isn't responding
- Refresh the page
- Check your network connection
- Start a new conversation
- Contact support if problems continue