Knowledge Base Troubleshooting

Running into problems with your knowledge base? Here are the most common issues and how to fix them.

Document not showing up in search

If you've uploaded a document but the AI isn't finding it:

• Check processing status — Open your document library and look for a processing indicator. The document might still be indexing. Large files can take a minute or two.
• Verify the upload completed — If the upload was interrupted (network issues, browser closed), the document may not have saved. Try uploading it again.
• Re-upload the document — If the file shows as processed but still isn't appearing in results, delete it and upload a fresh copy.

Getting wrong or irrelevant results

If the AI is pulling answers that don't match your question:

• Be more specific — Vague questions get vague answers. Include details like document names, dates, or specific topics.
• Check your documents — The AI can only work with what you've uploaded. Make sure the relevant document is actually in your knowledge base.
• Try deep search — For complex questions that span multiple documents, deep search does a more thorough job of finding the right information.

Upload failures

If a document won't upload:

• Check the file format — Make sure you're uploading a supported format (PDF, Word, text, or Markdown).
• Check file size — Very large files may time out during upload. Try splitting the document into smaller sections.
• Try a different browser — Occasionally, browser extensions or settings can interfere with file uploads.

Still stuck?

If none of the above fixes your issue, head to Help to contact support. Include the file name, format, and a description of the problem so we can help you quickly.