🔍 Overview
Some customers have experienced errors with Atlas Agent that prevent playbooks from running correctly. This article explains what caused the issue, what has been fixed, and what to do if you are still affected or would like to request compensation for the disruption.
⚙️ What Was Causing the Issue
Several bugs affecting Atlas Agent were identified and have since been resolved by our engineering team. The confirmed issues included:
- Atlas Agent failing in certain browsers that lacked full support for required browser features
- Errors appearing when browsing all agent sessions or opening existing sessions
- Unhelpful or raw error messages being surfaced to users instead of clear, readable ones
- The tags field not functioning correctly when creating a new playbook
All of the above have been marked as resolved. If you encountered any of these symptoms, the underlying cause has been fixed.
✅ Steps to Take If You Are Still Seeing Errors
- Refresh your browser and clear your cache. Some error states can persist in the browser after a fix has been deployed.
- Switch to a supported, up-to-date browser. One confirmed bug was specific to browsers missing certain modern browser capabilities. Using the latest version of Chrome, Edge, or Firefox is recommended.
- Navigate back to Atlas Agent. Go to Left sidebar → Content → Content Genius and launch Atlas Agent from there to start a fresh session.
- Retry your playbook. Open or create a playbook and test whether it runs successfully. If you were previously unable to use the tags field when creating a playbook, this should now be functional.
- If errors persist, contact our support team. If you are still experiencing issues after following the steps above, our team needs to know so your case can be escalated.
💡 About Compensation for This Issue
We understand that instability in a tool you rely on is frustrating. If Atlas Agent errors caused significant disruption to your workflow, you may be eligible for compensation. Our support team has the ability to escalate affected cases for review, and compensation has been offered to customers impacted by this bug.
To be considered, you will need to contact us through the chat widget so your account can be reviewed and your case submitted for Tier 2 approval. Compensation decisions are made on a case-by-case basis.
🚀 What Our Team Did to Resolve This
When this issue was first reported, our support team took the following actions:
- Confirmed the bug was high priority and actively being worked on by developers
- Logged affected customers so their cases were tracked
- Escalated cases for compensation review through our internal process
- Verified with customers once the fix was confirmed live
If you reported this issue and have not yet heard back about compensation, please reach out through chat so we can follow up on your case.
📞 Still Need Help?
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.