Troubleshooting and FAQ

Console and visitor support

Symptom	Check first
A menu is missing	Account role and tenant service availability
Widget does not open	Generated script URL, App Key, allowed domain and browser errors
Bot does not use the large model	Actual matched step, intelligent-service switches and relevant configuration
An answer uses old rules	Source article, published status, FAQ text, translation and retrieval state
Translation is absent	Target language, translation switch, saved translation and service/balance availability
Vector generation fails	Service availability and retrieval status; avoid repeatedly rebuilding without identifying the failure
A contact field is empty	Whether that field was actually collected; distinguish contact and entry email

MCP connection and calls

Symptom	Next step
Opening the endpoint in a browser returns an error	It is a protocol endpoint, not a login page; add it to a compatible MCP client
Authorization cannot start	Verify the exact endpoint, client’s Streamable HTTP/OAuth support and browser login flow
Unauthorized or expired connection	Check revocation and expiration; reconnect through the application
A tool is missing or access is denied	Check the authorizing account role and record scope; refresh the tool list
Awaiting approval	Open the returned approval link and review it in the backend
Content changed	Read the latest record, preview again and submit a new intended operation
Request timed out	Query the operation status before retrying or assuming failure
No write log	Distinguish a read, pending approval and completed write; check filters in Operation Logs

Before contacting support

Collect the time and timezone, affected tenant/account, page or tool name, operation ID where available, and the exact error. Include a redacted screenshot or steps to reproduce. Do not send passwords, verification codes, bearer tokens or signing secrets.

Try a small test record when diagnosing writes. Verify the result and clean up only the test data you created, using the normal confirmation flow where required.