If you see a "Generation Failed" error when trying to create a Mentor or AI companion in Napster Learn, the steps below will help you resolve it.
What causes this error?
Generation failures are most commonly caused by a temporary platform or image generation service outage. The error can also occur if the underlying AI generation service is under high load.
Step 1: Wait and retry
Wait a few minutes and try generating the Mentor again. In most cases, retrying resolves the issue. Try a different Mentor type if the same one fails repeatedly.
Step 2: Check for a platform outage
If retrying does not work, there may be a broader service issue. Check with your Napster account contact or the Napster Learn team to confirm whether an outage is in progress.
Step 3: Verify your organisation
Make sure you are generating the Mentor inside the correct organisation. If you are a member of multiple organisations, the active organisation is shown in the top navigation. Switch to the correct one and try again.
Step 4: Contact support
If the error persists after retrying and confirming there is no outage, submit a support ticket including:
- The URL of the page where the error occurred (e.g. learn.napster.ai)
- The organisation name
- The Mentor type you were trying to generate
- A screenshot of the error message