Resolve sign-in, source, administration, AI Agent, and MCP connection issues.
Get Answers and sign-in
What you see
What to try
No relevant information found
Check the active agent and ask a focused question using source terminology.
No source chips
This response may not contain source files. Check More details and the agent’s capabilities.
Agent selector disabled
Your administrator may manage the selection. Check assigned access with them.
Missing Nuggets or agent header
These can be switched off for the active agent.
Microphone disabled
Browser speech recognition may be unavailable. Type instead.
File will not open
Reopen it after checking your session; ask support to check that the file still exists and is accessible.
Video/audio starts at the beginning
The result may lack a usable timestamp, or seeking may have failed while loading. Use the player or summary navigation.
Recording will not play
Check controls/volume and browser codec support.
SCORM opens a start screen
Allow launch to complete; some packages require Start/Resume. Exact targets depend on course/index compatibility.
Summary or Nugget is still processing
Allow generation to finish; report persistent failures with the source name and question.
Connected tool error
Record the displayed tool/service name and ask support to check the connection.
Magic Link invalid or expired
Request a new link; the old link may have been consumed or expired.
Administration and data
What you see
What to try
An administration option is missing
Available controls depend on your role and deployment. Ask your administrator to confirm your assigned access.
An optional import source is missing
SharePoint, Google Drive, GCS, and custom sources depend on instance configuration. Check which import sources your organisation has enabled.
An import fails or appears stuck
Check Active imports or Completed / Failed for the job’s details and error. Confirm the source connection and destination dataset before retrying; allow large uploads to finish transferring.
An imported file is absent from answers
Check that processing completed, that the file is published in File Management, and that the selected agent uses that dataset.
A user cannot see an AI Agent
Check the agent’s active state and assigned user access in Manage AI Agents. Signing in does not automatically grant access to every agent.
Feedback or logs seem empty
Check the selected agent, date range, and filters. Use feedback and logs to locate the relevant event.
Super admin and custom AI Agents
What you see
What to try
MCP Tool Store is missing
It is optional and depends on deployment and account access. Confirm availability before trying to configure a server.
MCP Registry search has no useful results
Check whether you used Local filter or Search MCP Registry. Try a provider or service name; only compatible remote servers can be imported. See MCP Tool Store.
OAuth is connected but an agent cannot use a tool
Check server configuration, Active state, enabled tools, and the agent’s MCP Tools selection. Save the assignment with Save MCP Tools.
A tool returns a provider permission error
The connected provider account may lack access to the requested resource. Review the error and account permissions; reconnect OAuth if authorisation has expired.
Chat history or reports are empty
Select the correct agent and date range, clear restrictive filters, and retrieve chat logs. Reports need conversations to analyse. See View Chat History and reports.
A report is not ready
Check its status in View Reports. Avoid generating duplicates while processing; use View Logs to investigate a persistent failure.
An embedded agent will not load on a website
Check the widget’s agent configuration and Allowed origins against the website address. See embedded AI Agents.
A custom CTA or header button does not appear
Check that the relevant control is enabled and saved, with its label and destination set. Keyword-triggered CTAs and the Embedded Chat Demo Button are configured separately. See embedded AI Agents.
Connected assistants and MCP
What you see
What to try
Connection fails or returns unauthorised
Confirm the HTTPS MCP access URL and the key created for the intended user and agent. Reauthorise if needed; a Slack/Teams app key is not an MCP key. See MCP access.
A connected assistant cannot find an expected document
Check the dataset bound to the key. Content in a different agent or Talvi instance is not automatically available to this connection.
A source viewer expires or will not load
Request the source again or use Reload. Source links expire; some clients offer native content instead of an interactive player.
A long request times out
Check whether the operation already completed before retrying, especially for Nugget creation. Review the client’s timeout and Talvi logs.
Send a useful report
Use Share feedback with the agent name, question, source name, and expected result. Include a relevant screenshot if useful, without credentials or unrelated personal data. Avoid repeatedly submitting a slow request, as that can create duplicate work.
