Knowledge Base troubleshooting
Nearly every knowledge base problem is content that never finished indexing, or content the asker is not allowed to reach. Find your symptom, then open the page that fixes it.
Find your symptom
| Symptom | Likely cause | Fix |
|---|---|---|
| An answer declines to answer, with no sources. | The passages fell below the relevance or groundedness gate. | Asking questions · Settings |
| A document reads Failed with a red Error tag. | Usually a scanned or image-only file: no readable text found. | Ingest status |
| Automatic retries were exhausted — this needs attention from an administrator. | Something upstream never recovered in five attempts. | Ingest status |
| A file never leaves the upload drawer. | Rejected at pick time: wrong extension, over 50 MB, or a name over 200 characters. | Uploading documents |
| Answers never cite a document you can see listed. | Its access tags exclude the asker; an untagged internal document reaches nobody. | Access |
| A connector is absent from IntELIEKonnect connectors. | Only Active and Connected import connectors are listed. | Sources |
| Fetch started — new documents will appear in Documents shortly. but none do. | Nothing new at the source, or ingest is still running. | Sources |
| Chat answers from documents, not your curated wording. | The question did not match the pair closely enough. | Q&A pairs |
| The pane is replaced by Access Forbidden. | Your role lacks a permission the backend requires. | Permissions |
Failed is the end of the road
Ingest has no retry, cancel or resume control — Elie already retries what is worth retrying, up to five times, so a Failed row will not change on its own. Read the Error tag: the first line is the plain-language cause, the second the raw pipeline message, untranslated. Fix the file, then add it again.
Not every alarming label is a fault
Indexed with the stage Superseded means a newer version or a deletion overtook the job; it carries no Error tag. A document whose newer version is still processing keeps answering — The previous version is still answering questions. An empty Safety feed means nothing was logged in that window.
Nothing is hidden, so refusals arrive late
Every section — including Settings, Access and Developers — is visible to everyone who can see the module, and permission is enforced when the request runs. An under-entitled account therefore gets Access Forbidden over the whole pane instead of a hidden tab.
Next
- Ingest statuses explained — what each state and stage means.
- How the Knowledge Base works — the pieces behind an answer.
- Platform troubleshooting — problems outside the Knowledge Base.