Knowledge Base problems
Find the message the Knowledge Base shows. While a change fails, the Assistant keeps answering from the content it had.
A website says "Import failed"
The reason follows "Import failed:" on the website's line under Websites. Fix the cause, then click Retry.
Reason | Cause | Fix |
|---|---|---|
Starts "No pages were found" | The importer found no page it could import under the address's folder: no sitemap lists one, or every listed page was disallowed, nearly empty or not a web page. | Check the address and its folder, and that the site's sitemap lists the pages. The reason says how many listed pages were outside the folder. |
An address, then "could not be read" | The site has no sitemap the importer could read, and the address itself didn't answer. | Open the address in a browser. It must be public and must not need a sign-in. |
Ends "is no longer one of this Assistant's Origin Domains." | The site's domain was taken out of Origin Domains. | Add the domain back and save, or remove the website. |
"The site took longer to read than one import allows." | The site is too large for one run. | Remove the website and import folders inside it as separate websites. |
"The import stopped before it finished." | The run was interrupted. | Click Retry. |
"The Knowledge Base was still indexing an earlier change when the pages were ready." | Another change was indexing. | Wait for the Indexing banner to clear, then click Retry. |
Starts "This upload would take your knowledge storage past" | The pages would take the organization past its plan's storage cap. | |
"The import failed unexpectedly." | An error on the Platform's side. | Click Retry later. If it keeps failing, write to customerservice@webworks.com. |
Import says the site isn't one of the Origin Domains
The message is the host followed by "is not one of this Assistant's Origin Domains."
Cause: the address's host isn't covered by the Assistant's saved Origin Domains. A domain typed under Origin Domains but not yet saved doesn't count.
Fix: add the domain under Origin Domains, click Save Changes, then click Import again. An entry covers its subdomains, so example.com also lets you import docs.example.com. See Set an Assistant's Origin Domains.
"The Knowledge Base is still indexing an earlier change"
Cause: a Knowledge Base takes one change at a time, and the last change hasn't gone live yet.
Where it appears | What happened |
|---|---|
After Save Changes | The file changes weren't applied. They stay under Adding and Deleting, and the message says to save again once indexing has finished. |
After Import, Refresh or removing a website | Nothing was started. |
Fix: wait for the Indexing banner to clear, then save or import again. "An import for this Assistant is already running. It will finish on its own." means another website is still importing: wait for it to finish.
A file says "The update did not finish"
The file's row shows "Failed: The update did not finish. Make the change again.", or "Archive failed:" for a .zip. "The update did not start" means the same.
Cause: indexing for that change stopped, and the Platform withdrew the change. The Assistant answers from the content it had, and files you were removing are listed under Uploaded again.
Fix: make the change again. Select the failed row, click Delete Selected, add the file again, and click Save Changes. For a removal, delete the files again and save. For an imported website's row, click Refresh beside the website under Websites.
An upload is refused at the storage cap
The message starts "This upload would take your knowledge storage past" and names the plan's cap, the storage in use and the size of the upload.
Cause: the files in all the organization's Knowledge Bases, plus this upload, would pass the plan's storage cap. Nothing from the upload was added. The organization's billing email gets a notice the first time.
Fix, either:
Remove files you no longer need from any of the organization's Assistants, click Save Changes, and wait for the Indexing banner to clear. Removed files count until then, so remove and upload in separate saves.
Move to a plan with more storage. Owners and billing managers see See plans beside the message; anyone else asks one of them.
A website import refused at the cap shows the same message after "Import failed:". See Knowledge storage.