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Troubleshooting

Use this guide to identify common user-facing problems. If an operation fails, keep the error message, time, Space name, and relevant execution or request ID before retrying.

Sign-in and Space access​

I cannot sign in​

  1. Open the correct Global site: GeniSpace Hub or Console.
  2. Confirm the email address, password, and selected sign-in method.
  3. Try password recovery, then retry in a current Chrome, Edge, Safari, or Firefox window.
  4. If the page repeatedly redirects, clear site data for genispace.ai and sign in again.

An application or feature is missing​

Switch to the intended Space and check your membership and role. Applications, datasets, knowledge bases, agents, quota, and permissions belong to a Space. A feature visible in one Space may not be available in another.

Agents and Chat​

A conversation reports “426 Upgrade Required”​

Refresh the page so the current streaming client is loaded. If the error persists, record the application, agent name, browser console error, and time. This error indicates that the page and Agent streaming protocol are not on the same version; it is not fixed by repeating the prompt.

A tool ran but its result is not visible​

Expand Execution process in the assistant message. Tool calls may show a structured result, an application-specific card, or an error. Verify that you are in Agent mode when the request requires an action. Ask mode answers questions but does not execute action tools.

If the timeline shows only a generic description, refresh once. If the structured result is still missing, report the tool name and execution ID.

The agent asks for confirmation​

Select one or more options as requested. Use the custom-answer input when none of the options fit, then choose Continue. The form becomes completed after a successful submission. Do not send the same answer again in the message box unless submission failed.

The agent keeps calling the same tool or does not finish​

Stop the run and make the request more specific. Include the target object, expected outcome, and important constraints. For dataset questions, state whether you need an exact count/filter or a semantic match. If the same read-only tool repeats without new evidence, keep the execution timeline and report it.

The chat is close to its context limit​

Use /compact to summarize older context while preserving current goals, decisions, and tool evidence. Review the context usage shown by the command. Compaction changes the model context, not the visible chat history. See Context management.

Dataset search and APIs​

Semantic search returns no records​

  1. Confirm that the Dataset has a vector field and that inserted records finished vectorization.
  2. Confirm that the query uses vector search, not an exact structured filter.
  3. Broaden the capability description rather than translating a single keyword mechanically.
  4. Compare with full-text search and inspect source records. A Top-K result is only a nearest-neighbor list; it does not prove that a business condition is met.

If newly inserted records cannot be found, ask the Space administrator to check the Dataset service and embedding model configuration.

A query reports “field not exist”​

An output field or filter references a name that is not in the Dataset schema. Open the Dataset schema or API Playground, copy the exact field name, and retry. Nested properties inside an object are not automatically top-level fields.

A filter cannot be parsed​

Build and test the filter in the API Playground. Use the operators and value types shown by the Dataset schema; do not use SQL-only syntax. For ID lookup, use the typed ids input instead of constructing an IN (...) expression manually.

The API Playground call fails​

Check the selected operation, Dataset ID, request body, field types, and confirmation for delete operations. Use the generated code only after the request succeeds in the Playground. See Datasources and Datasets.

Industry solutions​

Deployment appears to time out​

Industry solution deployment is a background, multi-step operation. Keep the progress dialog open or reopen the application status instead of starting a duplicate deployment. Retry only the failed step when that option is available.

A deployed solution uses the wrong language​

Install the template for the intended edition and language. Template titles, instructions, sample data, dashboards, and workflow copy follow the template language; they are not translated record by record after deployment.

An existing Workbench does not show template improvements​

Use the available upgrade action. The upgrade-safe flow creates a new draft version and does not overwrite the published version. Review the draft, resolve intentional local customizations, then publish it.

Workbench​

Copilot created a page but it cannot be opened​

Copilot changes first exist in the local draft. Wait for the canvas and navigation to refresh, then save the Workbench draft. If the new page still reports that its configuration is missing, undo the draft operation and retry once; report the Copilot tool result and page ID if it repeats.

A component is clipped or its selection frame is too tall​

Select the component and adjust its grid height. Components such as workflows and forms may scroll inside their allocated height. Preview the desktop and mobile layouts before publishing. If the content and selection frame still disagree after reselecting the component, include a screenshot and component type in the report.

Sticky filters jump while scrolling​

Confirm there is only one scroll container around the page and test in preview mode. Avoid placing a sticky Filter Panel inside another animated or independently scrolling container. If the published page still jumps, report the browser, viewport, and page ID.

Changes are not visible to users​

Saving updates the draft; publishing makes a version live. Verify the version status and publish the intended draft. Use version history to compare or restore an earlier published configuration.

Knowledge bases and eBooks​

Knowledge search fails or returns weak evidence​

Confirm that the source document finished processing and is included in the agent's knowledge scope. Try a descriptive question rather than a one-word query. When available, open cited passages to verify the answer. Repeated embedding errors require an administrator to check model availability and Space quota.

An eBook edit is missing​

Check the save indicator and version history. Restore the correct version if needed. Publishing and editing are separate operations; an autosaved draft is not automatically the published version.

Workflows and tasks​

A workflow does not start​

Check that the workflow or task is enabled, its trigger is active, and the current Space has the required connections and permissions. Review the execution record for the trigger event, node error, retry status, and concurrency limit.

An execution is delayed​

A task may wait because the Space or worker concurrency limit has been reached. Delayed retry is expected and avoids running the same task twice. Use the execution ID to distinguish separate executions from a redelivery of the same message.

Billing and quota​

If a model or embedding request reports insufficient quota, open Quota History and Subscription & Usage in Console. Usage is charged to the user or Space owner associated with the request. After recharging or changing a subscription, refresh the page before retrying.

Report a problem​

Use the feedback button in Console or open /report-issue. Include:

  • Global or CN edition and the page URL;
  • Space name and affected application;
  • time and timezone;
  • exact steps to reproduce;
  • execution ID, request ID, Dataset ID, or page ID when applicable;
  • the complete error message and a screenshot with sensitive values removed.

You can review submitted reports at /feedback-records. For additional help, contact support@genispace.com.