Troubleshooting

Common issues and solutions.

Login Issues

Can't Log In

• Double-check your email and password
• Ensure caps lock is off
• If using SSO, verify you're using the correct login method
• Try the Forgot Password link

Account Locked

Contact your system administrator if your account is locked.

Message Issues

Messages Not Loading

1. Check your internet connection
2. Refresh the page (F5 or Ctrl+R)
3. Clear browser cache and reload

Messages Not Sending

• Check connection status indicator
• Wait and try again
• Refresh if the issue persists

AI Agent Issues

Agent Not Responding

• Make sure you mentioned the exact agent username, for example @support-agent
• Confirm the agent is listed as a member of the channel
• Wait a few seconds; responses may be delayed while the model or knowledge base is queried
• Try a shorter question if the channel has a long history
• Contact your administrator if the agent still does not respond

Agent Response Missing Expected Knowledge

• The document may not be in a knowledge base assigned to that agent
• Recently uploaded or synced documents may still be indexing
• Ask the administrator to check knowledge base sync and indexing status

Agent Response Looks Wrong

• Use the feedback controls on the agent message if available
• Reply with clarifying context
• Contact your administrator if the issue involves sensitive or incorrect policy information

Notification Issues

Not Receiving Notifications

1. Check notification permissions in browser settings
2. Verify notification settings in RustChat
3. Ensure "Do Not Disturb" mode is off
4. Check system notification settings

Desktop Notifications Not Working

• Grant notification permission when prompted
• Check OS notification settings
• Ensure RustChat is allowed to send notifications

Connection Issues

WebSocket Disconnected

• Check internet connection
• Refresh the page
• Contact admin if issue persists

Slow Performance

• Close unused browser tabs
• Check internet connection speed
• Try a different browser

File Upload Issues

Upload Fails

• Check file size (max size set by admin)
• Ensure file type is allowed
• Try again or contact admin

Can't Preview Files

• Some file types don't have previews
• Download the file to view

Mobile App Issues

App Won't Connect

• Check server URL is correct
• Verify internet connection
• Try logging out and back in

Push Notifications Not Working

• Enable push notifications in app settings
• Check device notification settings
• Verify push proxy is configured (admin)

Still Having Issues?

Contact your system administrator with:

• What you were trying to do
• What happened instead
• Any error messages
• Browser and OS version

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For administrators: See Operations Guide for server-side troubleshooting.