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 pauses briefly and then responds — is this a bug?
No. As of July 2026, when a visitor opens your agent, it briefly acknowledges that it is looking something up during longer searches — for example, a short message indicating it is actively working. This is expected behaviour introduced as part of the improved website search update, so visitors can see the agent is processing rather than frozen. It is not a crash or error.
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.
- Non-Latin filenames (Arabic, Chinese, etc.) are fully supported — PDFs with non-Latin character filenames no longer require renaming. All filenames are accepted regardless of character set.
- 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.
- 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.
My custom background image looks different in preview vs. the live experience. What should I do?
This inconsistency was fixed in July 2026. Custom background images now render consistently across preview, Edit mode, and the live experience. If you are still seeing a difference, try republishing your Space — the fix applies to newly published experiences. If the problem persists after republishing, submit a support ticket.
I am having microphone or audio issues with my embedded Space. What should I do?
- Check browser permissions: Make sure the browser has been granted microphone access for your domain.
-
Check iFrame permissions attribute: Your iFrame embed code must include
allow="microphone; camera". - HTTPS required: Microphone access is only available on pages served over HTTPS.
- Excessive background noise: If the mic is capturing too much ambient noise, ask users to use headphones or move to a quieter environment.
- Wrong language being detected: Check that the Space has the correct default language set in the editor.
- Intermittent audio drops: Usually caused by an unreliable network connection.
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.