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Common Issues

Solutions to problems you might encounter with WizChat.

Document Upload Issues​

Upload Fails​

Symptoms: File upload fails or times out

Solutions:

  1. Check file size is within limits
  2. Verify file format is supported
  3. Try a different browser
  4. Clear browser cache
  5. Check internet connection

Processing Stuck​

Symptoms: Document shows "Processing" for too long

Solutions:

  1. Wait up to 5 minutes for large files
  2. Check document isn't password-protected
  3. Try re-uploading the file
  4. Contact support if persists

Poor Text Extraction​

Symptoms: Chatbot doesn't find content from uploaded docs

Solutions:

  1. Ensure PDF has selectable text (not scanned)
  2. Enable OCR for scanned documents
  3. Check document isn't corrupted
  4. Try converting to a different format

Chatbot Response Issues​

No Answer / Hallucination​

Symptoms: Chatbot says it doesn't know or gives wrong info

Solutions:

  1. Verify relevant documents are uploaded
  2. Check documents are processed (status: Ready)
  3. Review system prompt for clarity
  4. Adjust retrieval settings (more chunks)
  5. Try rephrasing the question

Slow Responses​

Symptoms: Responses take a long time

Solutions:

  1. Check internet connection
  2. Try a faster model (GPT-4o vs GPT-4)
  3. Reduce context window size
  4. Check WizChat status page

Inconsistent Answers​

Symptoms: Same question gets different answers

Solutions:

  1. Lower temperature setting (0.2-0.4)
  2. Improve system prompt clarity
  3. Add more specific context
  4. Review document quality

Deployment Issues​

Deployment Failed​

Symptoms: Chatbot won't deploy

Solutions:

  1. Check all required settings are filled
  2. Verify custom domain configuration
  3. Wait and retry
  4. Check error message for specifics

Changes Not Appearing​

Symptoms: Updates don't show on deployed chatbot

Solutions:

  1. Clear browser cache
  2. Use incognito/private window
  3. Redeploy the chatbot
  4. Check CDN propagation (wait 5-10 min)

Custom Domain Not Working​

Symptoms: Custom domain shows error

Solutions:

  1. Verify DNS records are correct
  2. Wait for DNS propagation (up to 48 hours)
  3. Check SSL certificate status
  4. Ensure domain is verified

Authentication Issues​

Can't Log In​

Symptoms: Login fails or loops

Solutions:

  1. Clear browser cookies
  2. Try incognito mode
  3. Check email/password
  4. Reset password
  5. Try a different browser

OAuth Connection Failed​

Symptoms: Can't connect Google/Salesforce/etc.

Solutions:

  1. Check popup blocker
  2. Verify OAuth credentials in WizChat
  3. Ensure correct permissions granted
  4. Re-authorize the connection

Session Expired​

Symptoms: Unexpectedly logged out

Solutions:

  1. Log in again
  2. Check session timeout settings
  3. Clear cookies if repeated

Team & Sharing Issues​

Invitation Not Received​

Symptoms: Team invite email not arriving

Solutions:

  1. Check spam/junk folder
  2. Verify email address is correct
  3. Add wizchat.com to allowed senders
  4. Resend invitation

Can't Access Shared Chatbot​

Symptoms: Shared chatbot not visible

Solutions:

  1. Accept invitation if pending
  2. Verify you're in the correct team
  3. Check sharing permissions
  4. Contact chatbot owner

API Issues​

API Calls Failing​

Symptoms: API returns errors

Solutions:

  1. Verify API key is valid
  2. Check authorization header format
  3. Verify endpoint URL
  4. Check rate limits
  5. See Error Codes

Rate Limited​

Symptoms: 429 errors

Solutions:

  1. Implement request throttling
  2. Wait for rate limit reset
  3. Upgrade plan for higher limits
  4. Cache responses where possible

Performance Issues​

Dashboard Slow​

Symptoms: WizChat interface is sluggish

Solutions:

  1. Check internet connection
  2. Try a different browser
  3. Clear browser cache
  4. Disable browser extensions

Analytics Not Loading​

Symptoms: Charts/stats won't display

Solutions:

  1. Refresh the page
  2. Check date range selection
  3. Wait if chatbot is new (data takes time)
  4. Try a different browser

Still Having Issues?​

If these solutions don't help:

  1. Check the FAQ
  2. Review Error Messages
  3. Contact support at support@wizchat.com
  4. Include:
    • Chatbot ID
    • Steps to reproduce
    • Screenshots if applicable
    • Browser and OS