FAQ and troubleshooting
For anyone who cannot find a page, cannot edit one, or is unsure what a chip, a badge or a greyed-out button means.
I cannot find a page
Check these in order:
- The knowledge base switcher next to the page title. Search, the sidebar tree and the page list only show the active knowledge base. Switch to the right one, or click the × on the scope row in search to look in All knowledge bases.
- The Archived (N) group at the bottom of the sidebar tree. Archived pages are not in the page list.
- Filters on the Wiki page. An Owner filter hides everyone else's pages; clear it.
- The page's visibility. A page set to Private, Team or Specific people is invisible to everyone else; ask the page's owner to share it. See Share a page and manage access.
- Whether it was deleted. A deleted page is in the trash and no longer appears anywhere.
The Edit button is greyed out
You have view-only access to the page. Ask one of its owners (the People row in the Details rail) to give you Edit permission. You can still comment and request changes.
Publish is greyed out
Hover the button; the tooltip says why. Usually the knowledge base requires an approved review and the page has none, or the review has expired, or a Blocking change request is open. Request a review or deal with the request, or ask an owner or admin, who can publish anyway. See Draft, published or archived.
I lost my changes when I left the editor
The editor saves only when you click Save, and Exit does not ask. On a page that already exists your typing is shared live with anyone else editing, but a version is only stored by Save. Save before you leave.
My page is not on the help center
Pages reach the help center only from a public knowledge base, and only once they are published and visible to Everyone in org. Check the knowledge base in the switcher and the status chip on the page. The Help Center guides cover the rest.
I cannot drag pages in the sidebar
Dragging needs a mouse or trackpad and edit access to the page. On a touch screen, or when a message says You need edit access to move this page, use Move to folder… in the page's ⋮ menu, or ask an owner.
Nobody answered my comment
A comment notifies only the people it mentions with @. Owners are not told about comments on their pages. Mention the person you want to hear from, or file a change request assigned to them. See Mention a teammate.
A link on my page is red
A red link with a dotted underline is a [[ link to a page that does not exist, usually because the page was renamed, deleted or never created. Edit the link to point at the right page, or create the page. The N broken links item in the sidebar lists them all. See Broken links.
Draft, published, archived: which is which?
A draft is still being written; a published page is finished; an archived page has been retired but kept. Only drafts and archived pages carry a chip. All three keep their version history, and an archived page can be brought back with Restore to draft or Publish. See Draft, published or archived.
Pinned or featured?
Pins are internal: My pins for you, Pinned for the whole workspace, both at the top of the Wiki page. Featured articles are the cards on the help center home page, managed on the Help center tab. Pinning a page does not feature it, and the other way round.
Can I export a page as a PDF?
Not directly. Export as .md downloads the page as markdown, and your browser's print command prints the reading view. Export all downloads every page as a zip.
Can I undo an import?
Yes. The Import history list on the Import page has a Roll back button for each import. It deletes everything that import created, after a confirmation. See Import history and roll back.
Who can delete a knowledge base?
Anyone who can open the Knowledge bases dialog, as long as there is more than one knowledge base. The pages inside it are moved to another knowledge base, not deleted. See Create, edit or delete a knowledge base.
Back to the user guide.
I cannot find a page
Check these in order:
- The knowledge base switcher next to the page title. Search, the sidebar tree and the page list only show the active knowledge base. Switch to the right one, or click the × on the scope row in search to look in All knowledge bases.
- The Archived (N) group at the bottom of the sidebar tree. Archived pages are not in the page list.
- Filters on the Wiki page. An Owner filter hides everyone else's pages; clear it.
- The page's visibility. A page set to Private, Team or Specific people is invisible to everyone else; ask the page's owner to share it. See Share a page and manage access.
- Whether it was deleted. A deleted page is in the trash and no longer appears anywhere.
The Edit button is greyed out
You have view-only access to the page. Ask one of its owners (the People row in the Details rail) to give you Edit permission. You can still comment and request changes.
Publish is greyed out
Hover the button; the tooltip says why. Usually the knowledge base requires an approved review and the page has none, or the review has expired, or a Blocking change request is open. Request a review or deal with the request, or ask an owner or admin, who can publish anyway. See Draft, published or archived.
I lost my changes when I left the editor
The editor saves only when you click Save, and Exit does not ask. On a page that already exists your typing is shared live with anyone else editing, but a version is only stored by Save. Save before you leave.
My page is not on the help center
Pages reach the help center only from a public knowledge base, and only once they are published and visible to Everyone in org. Check the knowledge base in the switcher and the status chip on the page. The Help Center guides cover the rest.
I cannot drag pages in the sidebar
Dragging needs a mouse or trackpad and edit access to the page. On a touch screen, or when a message says You need edit access to move this page, use Move to folder… in the page's ⋮ menu, or ask an owner.
Nobody answered my comment
A comment notifies only the people it mentions with @. Owners are not told about comments on their pages. Mention the person you want to hear from, or file a change request assigned to them. See Mention a teammate.
A link on my page is red
A red link with a dotted underline is a [[ link to a page that does not exist, usually because the page was renamed, deleted or never created. Edit the link to point at the right page, or create the page. The N broken links item in the sidebar lists them all. See Broken links.
Draft, published, archived: which is which?
A draft is still being written; a published page is finished; an archived page has been retired but kept. Only drafts and archived pages carry a chip. All three keep their version history, and an archived page can be brought back with Restore to draft or Publish. See Draft, published or archived.
Pinned or featured?
Pins are internal: My pins for you, Pinned for the whole workspace, both at the top of the Wiki page. Featured articles are the cards on the help center home page, managed on the Help center tab. Pinning a page does not feature it, and the other way round.
Can I export a page as a PDF?
Not directly. Export as .md downloads the page as markdown, and your browser's print command prints the reading view. Export all downloads every page as a zip.
Can I undo an import?
Yes. The Import history list on the Import page has a Roll back button for each import. It deletes everything that import created, after a confirmation. See Import history and roll back.
Who can delete a knowledge base?
Anyone who can open the Knowledge bases dialog, as long as there is more than one knowledge base. The pages inside it are moved to another knowledge base, not deleted. See Create, edit or delete a knowledge base.
Back to the user guide.