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Troubleshooting

This page covers the most common issues when using Product AI and how to resolve them. Most problems are related to access, session state, agent loading, or file uploads.

Cannot Access Product AI from the Hub​

Symptom: The Product AI platform card is not visible on the Hub Home screen, or the Access button is missing or inactive.

Possible causes and solutions:

  • Wrong organization selected — Confirm that you have selected the correct organization in the Hub header.
  • Product AI not enabled — Verify that Product AI is enabled for your organization. Contact your administrator if the card is not visible.
  • Platform temporarily unavailable — If the Access button is inactive, try again later or contact support.

Session Expired or Unauthorized Error​

Symptom: After opening Product AI, you see an unauthorized error or are redirected to an error page.

Possible causes and solutions:

  • Hub session expired — Return to the AIC Hub and confirm your session is still active. If it has expired, sign in again and re-open Product AI from the Home screen.
  • Insufficient permissions — Ensure your account has the necessary permissions for the selected organization. Contact your administrator if access is denied.

Errors Loading Agents​

Symptom: The dashboard displays an error message instead of the agent cards.

Possible causes and solutions:

  • Page needs a refresh — Reload the page to attempt reloading the agents.
  • Connection issue — Verify your internet connection.
  • Wrong organization — Return to the Hub, confirm the correct organization is selected, and re-open Product AI.
  • Server temporarily unavailable — If the issue persists, try again later or contact support.

Chat Connection Issues​

Symptom: The chat interface is unresponsive, or you receive an error when trying to send a message.

Possible causes and solutions:

  • Unstable connection — Ensure your internet connection is stable, then refresh the page and try again.
  • Request timed out — If the agent takes too long to respond, try breaking your request into smaller, more focused questions.

File Upload Problems​

Symptom: You are unable to upload a context file in the chat or when creating an agent.

Possible causes and solutions:

  • File too large — Ensure the file does not exceed the maximum allowed size.
  • Unsupported file type — Verify that the file format is supported. Common supported formats include PDF, TXT, and DOCX.
  • Specific error message shown — Follow the instructions provided in the error message.

Still Need Help?​

If the issue is not listed here or persists after following the steps above, contact your platform administrator or open a support request through the appropriate channel for your organization.