Troubleshooting¶

Common issues and their solutions.

Agent Not Responding¶

Issue: Agent does not generate a response or shows an error.

Verify at least one language model is configured under Agent Settings > Models
Check that the model's credential is valid under Settings > Credentials
Ensure the Large Context Processing Algorithm is selected
Check Batch Monitoring (User Icon > Batch Monitoring) for any failed jobs

Issue: Uploaded documents are not being used by the agent.

Verify document status is Ready in the Knowledge Repository
Confirm the agent has a Retrieval tool or Context tool configured under Agent Settings > Tools
Check that Document Locks don't restrict access for the user's role
Ensure the Knowledge Repository is selected in the tool configuration

Issue: Mic button not appearing or TTS not playing.

Verify Speech to Text and/or Text to Speech are enabled in Agent Settings > Audio and Speech
Check that ASR/TTS models are configured under Settings > AI Models
Ensure the browser has microphone permission granted
For Realtime Voice, verify SIP/Websocket configuration and that the Realtime Voice Model is selected

Issue: Web crawl job shows "Failed" status.

Check the URL is accessible and not blocked by the target website
Verify the User Agent string is not being blocked
For Confluence/SharePoint, confirm credentials and permissions are correct
Try reducing Max Pages and Depth for initial testing
Use Review Documents mode to inspect individual pages before indexing
For failed uploads, use the Retry Failed action on documents in "Upload Failed" state

Issue: Embedded widget doesn't appear on the website.

Verify the embed script snippet is correctly placed in the page HTML
Check that the website domain is in the Supported Domains list (Agent Settings > Floating Embed Widget)
Ensure CORS is configured to allow the domain
Test using the Bookmarklet first to verify agent functionality

Issue: Conditional behavior based on tags is not working.

Verify the pre-processor is assigned to the agent under Agent Settings > Pre Processors and Tags
Check that the pre-processor JavaScript logic is correct (test with known inputs)
Confirm the tags returned by the pre-processor match the tags expected in shortcuts/instructions
For Prompt Classifier, verify the Acceptance Threshold is not too high

Issue: Sensitive data is not being anonymized.

Ensure the DLP policy is set as Active (only one policy can be active per workspace)
Use the Test feature on the DLP Policies page to verify detection
Check that the Acceptance Threshold is appropriate (default: 0.8)
Verify keywords are not in the Whitelist Keywords field

If the issue persists after troubleshooting, contact the support team: