🔍 Overview
Two tools that customers occasionally report issues with are Content Genius (the Atlas AI writing agent) and the On-Page Audit tool. This article explains what these issues typically indicate and what to do if you encounter them.
⚙️ Why Is the Atlas Agent Stuck on 'Working on it...'?
The Atlas agent inside Content Genius may appear frozen on the 'Working on it...' status when processing requests such as content trimming, rewriting, or optimisation. This is a known issue that has required backend investigation and platform-level intervention to resolve. It is not always something that can be fixed through browser-side actions alone.
🚀 What to Do If the Atlas Agent Appears Stuck
Because this issue may be caused by a platform-level disruption, the most important step is to escalate promptly rather than repeatedly retrying. Before escalating, please have the following information ready:
- The name of the content project or document affected
- The exact status message displayed (e.g. 'Working on it...')
- The type of request you submitted (e.g. trim, rewrite, optimisation)
- The approximate time and date the issue began
- Any error messages shown on screen
You may try a page refresh or opening the content piece again to see if the task completed in the background, but if the issue persists, escalate to the support team immediately — do not continue resubmitting the same request.
📊 Why Is the On-Page Audit Tool Not Working?
The On-Page Audit tool may fail to load results, return an error, or appear unresponsive. Like the Content Genius issue, malfunctions with this tool have required backend investigation to resolve and may not be fixable through customer-side actions.
🚀 What to Do If the On-Page Audit Tool Is Malfunctioning
If the On-Page Audit tool is not returning results or is unresponsive, please gather the following before escalating:
- The URL of the page you were attempting to audit
- The exact error message or behaviour observed (e.g. spinning loader, blank results, error code)
- The approximate time and date the issue began
- Whether the issue affects all pages or only specific URLs
These details allow the support team to investigate the backend cause quickly and accurately.
⚠️ Important: These Issues May Indicate a Platform Outage
Both of these issues — a stuck Atlas agent and On-Page Audit malfunctions — may be symptoms of a broader platform or backend outage rather than an isolated user-side problem. If you are experiencing either issue, do not assume it is caused by your browser or network settings. Escalate to the support team with the details listed above so the issue can be investigated at the platform level.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.