Knowledge troubleshooting
Documents that fail to index, answers that are missing or wrong, and web pages that will not load.
| Symptom | Likely cause | Check and fix |
|---|---|---|
| Upload refused: "larger than 20 MB" | File too large | Split it, or remove images. |
| "That PDF has more than 500 pages" | Page limit | Split and upload the parts. |
| "Old .doc files are not supported" | Legacy Word format | Save as .docx and upload again. |
| A PDF is Indexed with 0 passages or Failed | A scanned PDF with no text | Use a text version, or paste the text. |
| A web page is Failed | The page needs JavaScript, blocks crawlers or is private | Copy its text into Paste text. |
| A page's content looks outdated | Not refreshed | Press Refresh, or set Automatic refresh. |
| Test retrieval finds nothing | The answer is not in the documents, or Match cutoff is too high | Lower the cutoff; check the wording of the document. |
| It finds the wrong passage | Cutoff too low, or documents overlap | Raise the cutoff; split or tidy documents. |
| Exact codes are not found | Hybrid search is off | Turn on Hybrid search. |
| The agent does not use the knowledge | Not attached, or not saved | Attach on the agent's Knowledge tab and Save. |
| Replies got slower after attaching | Many bases or many passages | Attach fewer bases, lower Passages per answer. |
Related guides
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