I'm having issues. What are some quick fixes?
- Refresh or use an incognito window.
- Use the latest version of Chrome or Edge.
- Check internet connection.
- Clear your browser's cache.
- Ensure access to the microphone is allowed in the browser.
The Agent is not loading. What should I do?
- Ensure the embed code is inside <body>.
- Check that the browser is not blocking microphone access.
- Verify remaining minutes in your account.
The Agent is providing incorrect and/or incomplete answers. How can I fix this?
- Confirm content uploaded or URL is reachable.
- Add FAQs and answers for critical information.
- Clarify or edit the prompt.
I am having issues with uploading material to the knowledge base. What do I do?
- Allow for processing time - indexing can take up to 2 minutes.
- File status must read "Processed" before closing the window or moving to the next step or another tab.
- Split oversized PDFs (those 50 pages or larger).
- Getting an "unsupported format" error for .txt, .md, or .docx files? These formats are supported. This error usually means your editing session has expired. Refresh the page and try uploading again - do not navigate away or close the tab while files are uploading.
- If the page appears to show all your Spaces as missing after an upload error, this is a session display issue. Refresh the page and your Spaces will reappear.
My Space is stuck on "Generating" and won't complete. What should I do?
Generation normally completes within 1-3 minutes. If it has been longer than 10 minutes:
- Refresh the page and check whether the Space has completed in the background.
- If still stuck, try recreating the Space. If you uploaded a custom avatar image, try using a generic pre-built avatar first to rule out an image issue - see Custom Avatar Images: What Works and What Does Not for requirements.
- Check the System Status article for any active platform issues.
- If the problem persists, submit a support ticket with your Space URL and the time the issue started.
Note: Avatar generation is asynchronous. If your image fails validation, you will not see an error immediately - you will be prompted to re-upload the next time you open the Space editor or test it in preview mode.
I'm getting an error when trying to publish or republish a Space. What should I do?
- Wait 30 seconds and try publishing again. In most cases a second attempt succeeds.
- If the error persists, check the System Status article for any active platform issues.
The background of my Space renders as black even though I uploaded a video and the thumbnail looks correct. What happened?
When you upload a video as a background, the system automatically takes the first frame of the video to generate the static thumbnail. If the first frame of your video is black (for example, a fade-in intro or a blank opening), the background will render as black in the live experience even though the thumbnail may appear correct.
Fix: Re-upload the video and when prompted to select a thumbnail, choose a frame that shows the actual background image rather than accepting the auto-selected first frame. Select any of the thumbnail options provided that shows the correct visual, then save and republish.
I am having microphone or audio issues with my embedded Space. What should I do?
Microphone issues in embedded (iFrame) Spaces are most commonly caused by browser permissions or iFrame security restrictions. Work through the following steps:
- Check browser permissions: Make sure the browser has been granted microphone access for your domain. In Chrome or Edge, click the padlock icon in the address bar and confirm Microphone is set to Allow.
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Check iFrame permissions attribute: Your iFrame embed code must include
allow="microphone; camera"for the browser to pass microphone access through to the embedded experience. Without this attribute, the mic will fail silently. See Embedding Napster Spaces on Your Website for the correct embed code. - HTTPS required: Microphone access is only available on pages served over HTTPS. If your page is on HTTP, the browser will block mic access entirely.
- Excessive background noise: If the mic is capturing too much ambient noise, ask users to use headphones or move to a quieter environment. The agent uses voice activity detection - sustained loud background noise can cause it to respond to ambient sound rather than the user.
- Wrong language being detected: If speech-to-text is transcribing in the wrong language, check that the Space has the correct default language set in the editor. For multilingual deployments, add an explicit language instruction to the Persona Prompt.
- Intermittent audio drops: Unstable audio is usually caused by an unreliable network connection. Ask the user to check their internet connection, try a wired connection instead of Wi-Fi, or reduce the number of open tabs and applications.
The agent content looks incorrect (e.g. shows "Cloudflare"). What should I do?
Some websites are geo-restricted or protected by services like Cloudflare, which can prevent our system from analyzing the site correctly. In these cases, we recommend creating the agent directly from a prompt. Read more about it here.
Still need help? Submit a ticket including a detailed description of the issue, the error, screenshot(s), your browser/version, and the Spaces URL affected.