| title | Troubleshooting |
|---|---|
| category | platform |
| order | 8 |
| description | Common issues and how to resolve them |
| published | true |
Here are common issues you might run into and what to try. If something isn't covered, contact your administrator.
What to try:
- Use a different sign-in method if more than one is available (e.g., magic link instead of passkey).
- Check that you're using the correct URL. Your admin can confirm the AI Portal address.
- Clear your browser cache and cookies, then try again.
- If you use a magic link, make sure it hasn't expired. Request a new one if needed.
If it still fails: Your admin may need to check your account, roles, or authentication settings. Contact them for help.
What to check:
- Status — Look at the document's processing status. It may still be queued, parsing, or embedding. Large files can take several minutes.
- Format — Ensure the file format is supported (PDF, Word, Excel, PowerPoint, images, HTML, Markdown, text). Unusual or corrupted files may fail.
- File size — Very large files can timeout or take a long time. Your admin may have limits.
What to try: Wait a bit longer. If it stays stuck or shows an error, try re-uploading. If it keeps failing, contact your admin — they can check logs and processing settings.
What to check:
- Processing — The document must be fully processed (status: completed) before it's searchable.
- Visibility — If you shared the document with a role, make sure you're in that role. Personal documents are only searchable by you.
- Query — Try rephrasing. Semantic search understands meaning, but very vague or unrelated queries may not match.
What to try: Confirm the document is completed, check visibility settings, and try a more specific question. If you're sure it should match, contact your admin.
What to try:
- Be more specific — Narrow your question. "What are the budget assumptions in the Q3 forecast?" is better than "Tell me about the budget."
- Enable document search — If you're asking about your documents, ensure document search is on. Otherwise the agent may answer from general knowledge.
- Check your documents — Make sure the relevant content is uploaded and fully processed. The agent can only use documents you have access to.
- Rephrase — Sometimes a different wording gets better results.
Agents are powerful but not perfect. Good questions and good documents lead to better answers.
What to check:
- Permissions — Your admin controls which apps you can access. If you don't see an app or get an access error, you may not have permission.
- Browser — Try a different browser or clear cache. Some apps work best in modern browsers (Chrome, Firefox, Safari, Edge).
- URL — Make sure you're opening the app from the AI Portal. Direct links may not work if they bypass authentication.
What to try: Refresh the page. If it still fails, contact your admin to verify your access and the app's status.
Possible causes:
- Local models — If your org uses local AI models, response speed depends on your hardware. Complex questions take longer.
- Network — Slow or unstable connections can delay loading and streaming.
- Load — If many people are using the platform, responses may slow down.
What to try: Wait a bit — streaming responses can feel slow at first but then speed up. If it's consistently slow, your admin can check model configuration and server load.
When you need support:
- Try the steps above for the issue you're seeing.
- Note what you did — What you clicked, what you searched, any error messages.
- Contact your administrator — They can check logs, permissions, and configuration. They're the best resource for platform-specific issues.
Your admin has access to logs and settings that can diagnose most problems. Don't hesitate to reach out.