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Common failures—keys, connectors, widget CSP, empty retrieval—and how to narrow root cause before contacting support.
Most incidents cluster around credentials, scope, and stale content. This page offers a fast triage order; attach logs and timestamps when opening tickets.
Reproduce in the dashboard test chat to determine whether issues are channel-specific or agent-wide.
401/403 often mean wrong key, wrong org, or expired BYOK credential. Verify environment (prod vs staging) matches the key you configured.
After rotation, restart or refresh dependent services that cache headers.
Confirm the agent uses the knowledge base you expect. Re-run sync or crawl jobs if content recently changed.
Inspect whether instructions are overly restrictive—models may refuse even when retrieval hits.
Check CSP, ad blockers, and script placement. Look for console errors referencing blocked connect-src hosts.
Confirm the embed key matches the agent and domain allowlists if enabled.
If knowledge uploads fail with a quota or payment-required style error after many images or media files, you may have exhausted hosted monthly limits for Gemini image recognition or media transcription.
Mitigations: add a Google Gemini API key under Settings → LLM API Keys so those operations use your Google project, ask an administrator to increase plan limits, or temporarily upload text-native formats and disable media processing on crawls.
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