Troubleshoot Now Assist administration issues<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Learn how to troubleshoot common Now Assist administration issues, including role configuration, skill activation, dashboard display, and Now Assist Panel access. This article also covers what information to collect when raising a case with Now Support. Start here: basic troubleshooting steps Try these steps first before investigating further or raising a case. Verify that your account has the roles required for Now Assist administration. Common required roles include: sn_nowassist_admin.nsa_adminsn_skill_builder.adminsn_generative_ai.data_steward If roles were recently added or changed, log out and log back in to verify the roles are applied correctly.Update or repair any relevant plugins to verify they are on the latest available version. Gather information before raising a case Now Assist issues vary significantly. To help resolve your case as quickly as possible, include relevant diagnostic information when submitting a case through Now Support. The following information is most useful: Log entries Check the following tables for relevant log entries and include them in your case: [syslog][sys_generative_ai_log] Error messages If an error message appears on screen, include the error message text and a screenshot.If no error message appears, open the browser developer tools (press F12 > select Console) and check for red error entries. Include the details and a screenshot. Steps to reproduce Provide clear steps to reproduce the issue, including: The specific instance, user account, and record involved.If the issue is intermittent, note how frequently it occurs. Common issues and resolutions If any of the following apply to your situation, try the suggested resolution before raising a case. If the issue persists, note which steps you tried when submitting your case. Now Assist dashboards do not display any information Update or repair the Conversational Analytics plugin. Unable to activate specific Now Assist skills Update, upgrade, or repair the UXC Generative AI plugin.Verify that all applicable plugin dependencies are installed and up to date. Unable to activate the Now Assist Panel Verify that the Now Assist Panel is turned on in the Now Assist Admin console.Verify that the Now Assist Panel (default) assistant is enabled in Conversational Interfaces.Verify that the user has the now_assist_panel_user role. Relevant tables for Now Assist administration Table Description Access [sys_generative_ai_log] General log for AI-related actions and errors Available to admin users beginning with December 2025 [sys_gen_ai_log_metadata] General log for AI-related actions and errors Available to admin users