# When something is not working

> The five problems people actually hit, and what each one means.

Source: https://welcomeai.dev/docs/troubleshooting
Category: Start here
Updated: 2026-09-06

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## The assistant says it does not know

Almost always the content is missing rather than the assistant being broken. Check in this order:

1. **Is the document indexed?** A document is not searchable until it says Indexed. A large PDF takes a
   minute or two.
2. **Ask it in the Playground and read the retrieved context.** Every passage the model was given is
   listed under the answer, with its score. If the right passage is not there, this is a retrieval
   problem, not a model one.
3. **If the passage is there and the answer is still poor**, the passage probably does not actually say
   what you think it says. Read it as a stranger would.
4. **If nothing relevant came back at all**, lower the similarity threshold or raise Top K in Retrieval
   -- but change one at a time and re-ask the same question, or you will not know which change helped.

The Overview page shows "answered from KB" as a percentage. A low number is a map of what your content
does not cover, and the conversations behind it tell you which questions to write for.

## The widget does not appear on my site

- **Is it published?** A draft widget only shows on your own preview.
- **Is the domain allowed?** A widget refuses to run on a site that is not in its allowed-domains list.
  This is deliberate -- it is what stops somebody copying your snippet onto their site.
- **Is the script actually on the page?** View the page source and look for the tag. A tag manager that
  has not been published does not count.
- **Check the widget's status.** "Live" means we have seen it load on a real page recently. If it says
  Published but never Live, the snippet is not running.

## A source stopped syncing

Read the status, because the three failures need different things:

- **Credential expired** -- something at the other end changed the password or revoked the token.
  Reconnect it. Retrying will not help.
- **Action required** -- a page returns 404, a robots file blocks us, a quota ran out. Fix it at the
  source.
- **Error** -- something transient. Try again, then open the Sync Log, which shows every run, what it
  found and what failed.

## Answers cite the same document five times

That is fixed: citations group by section and are capped at two per document. If you still see near
duplicates, the same content is probably in the knowledge base twice -- an uploaded PDF and a crawled
page of the same thing, say. Delete one.

## Everything stopped at once

Check Billing and usage. If the message allowance for the period is spent, new questions are refused
until it resets, and a trial that ended does the same. Neither deletes anything and neither charges
you for going over.

If it is none of those, report a bug from the sidebar. It captures the page, the recent activity and
the request that failed, so you do not have to describe any of it.