Content Assist
Why is Arcane not finding relevant content?
Check for active filters that might be excluding relevant documents — remove all filters and try a broader question. If a recently approved document should be available but is not appearing, it may still be processing through the import pipeline. Contact your Anthill team with the document name or number.
Why was my prompt blocked?
Arcane includes content guardrails to keep conversations within appropriate bounds. You will see a clear message when a prompt is blocked. If you believe it was blocked incorrectly, try rephrasing your prompt or contact your Anthill team.
Can I search across multiple markets at once?
Yes — use the filter panel to select multiple Countries or Products in the same session. Arcane will search across all selected markets in a single query.
What does Tiered Content mean?
Your organisation may have configured Tiered Content, which ranks certain document types or markets higher in results by default. You can override this for a specific conversation by applying manual filters.
Authoring Assist
Why are there no images in my generated email?
Images come from your organisation's approved image library. If the library has not been fully imported yet, or if no image closely matched the content of a layout, image placeholders may appear instead. Contact your Anthill team to check the status of your image library.
My email failed to save — what should I do?
Save failures can occur in very large documents or after a long editing session with extensive undo history. Try refreshing the page. If the issue persists, contact support. The most recent auto-saved version of your email may still be visible in My Creations.
Can I use Authoring Assist without a Collection?
No — a Collection with at least one document must be active to enter Authoring mode. Create a Collection, add at least one document, then return to Authoring Assist.
How do I generate content in a specific language?
Write your prompt in the language you want the output in. As of v1.9.0, Arcane automatically matches the language of your prompt when generating responses — no additional language setting is required.
Why did my session expire mid-authoring?
Sessions expire after 20 minutes of inactivity. Save your email before stepping away. After logging back in, open your email from My Creations to continue — the last saved version will be there.
Translation
Why does my translation still show as pending after a long wait?
Occasionally a translation completes but the pending indicator does not clear. Try refreshing the My Files page. The translated file should already be in your list. If it is not, contact your Anthill team.
Why did my translation fail?
Failures can occur with very large files or unusually structured documents. Check the notification for error details and contact your Anthill team with the file name, format, and target language.
Which file formats are supported for translation?
PDF, Word (.docx), PowerPoint (.pptx), Excel (.xlsx), HTML, and InDesign (.idml). The upload dialog filters to supported formats automatically.
Account & Access
I cannot see My Files in the navigation.
My Files access is controlled by your organisation's role settings. If the menu item is not visible, you may not have the required role assigned. Contact your system administrator or your Anthill team to request access.
I cannot access a Shared Collection.
Ensure you are logged into Arcane before clicking a shared Collection link. If you are logged in and still cannot access it, the Collection owner may have removed the Collection or the link may have expired.
My download redirected me to the login screen.
Download links expire when a session times out. Log back in and retry the download from My Creations or the notifications panel.