Fix answers or findings that use old information

Compare the dates and sources#

Open the exact public page without login and check the value you expect. Then compare the source's update status and the date of the conversation or scan. A historical answer records what was said at that time; refreshing knowledge does not rewrite an old conversation.

Update the right place#

Work from the original information toward the customer-facing result.

1. Correct the live source

   Update the product, policy, or help page. Confirm that the published version is visible outside your admin session.

2. Check related copies

   Look for contradictory values on translations, variant pages, PDFs, or a separate help subdomain.

3. Refresh the connected source

   Use the refresh control available in the knowledge area and allow processing to finish. For a scan-based module, review a new completed scan.

4. Start a fresh test

   Ask the same question in a new conversation and check the exact model, variant, and link. Compare new evidence rather than expecting an old message to change.

If the new result is still wrong#

Keep the source URL, expected value, last update time, and the new conversation or finding. If the public page itself looks old, ask your site administrator to check publishing and caching. If the public page is correct, use the answer-improvement workflow or contact support with that evidence.