---
key: check-why-novaai-is-on-or-off
title: Check why NovaAI is on or off
audience: staff
section: settings/communications
routes: ["/settings/communications/nova-ai/advanced"]
permissions: ["communications.call_intelligence.policy.read"]
features: ["communications.call_intelligence"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Open the NovaAI diagnostics page to see where each NovaAI setting comes from, what your plan limits, which saved versions are in force, and the final values Nova uses.
keywords: [NovaAI not working, AI not transcribing, why is AI off, NovaAI diagnostics, policy check, call AI troubleshooting, plan limits]
related: [turn-on-novaai-for-calls, give-one-phone-line-its-own-novaai-settings, turn-ai-on-or-off-for-your-organization]
---

In the sidebar, open **Settings**, then choose **NovaAI for Calls** under **Communications**, then press **Open diagnostics** at the top. The page address is `/settings/communications/nova-ai/advanced`. The page title reads **NovaAI Policy Diagnostics**. It changes nothing; it shows how Nova arrives at the NovaAI settings in force.

## Before you start

- Day-to-day changes belong on [[turn-on-novaai-for-calls]]. This page is for checking, and for Nova support when something does not add up.
- Your role needs permission to read NovaAI settings. AI also has to be on for your organization.

## Steps

1. Under **Applied layers**, read the layers from top to bottom: Nova's built-in defaults, your plan's limits, then your organization's own saved settings. Each lists the settings it changes. A later layer overrides an earlier one, except your plan's limits, which always have the last word.
2. Under **Current assignments**, check the saved versions in force. "Organization default" is the organization page; each "Phone line override" is a line with its own settings. Each shows its version number and **Effective from** date.
3. Under **Entitlement gates**, read the row named `blocked_reason_codes`. It lists anything your plan blocks. Empty means your plan blocks nothing.
4. Open **Effective policy** to see the final value of every setting, such as `ai_enabled`, `rollout_mode`, `transcription_enabled` and the `kill_switches`.
5. Open **Scope** to see what the page checked, or **Assignments raw** for everything saved in each version.

## What you see

- **Back to configuration** returns to NovaAI for Calls, and **NovaAI Ops** opens the live view of readiness, spend and backlog.
- The page shows the organization's result. A line with its own settings is listed under **Current assignments**, but its settings are not part of **Effective policy**. Open the line's own page for its state; see [[give-one-phone-line-its-own-novaai-settings]].

## If something looks different

- `ai_enabled` is false or `rollout_mode` is disabled under **Effective policy**: NovaAI is switched off on the organization page. Turn it on there.
- `blocked_reason_codes` lists a reason: your plan stops that part of NovaAI. Check your plan, or ask your admin.
- Other rows under **Entitlement gates** show text in square brackets instead of values: only the blocked reasons row is readable here.
- Several entries read "Phone line override" with no line named: open each line from Phone Lines to see which is which.
- **No applied layer metadata is available yet.**: nothing has been saved for NovaAI yet.
- **This page is not available for this organization.**: AI is off for your organization or not in your plan; see [[turn-ai-on-or-off-for-your-organization]].
- **Unable to load NovaAI diagnostics.**: reload the page. If it stays, ask your admin to check that AI is still on.

[[route:/settings/communications/nova-ai/advanced|Open NovaAI diagnostics]]