AI Tools Troubleshooting

This article consolidates the most common issues administrators encounter across Magentrix AI Tools. Each entry follows the same format: symptom, cause, resolution. Issues specific to a single configuration tab are also documented on the corresponding configuration page.

Activation and Licensing

• Symptom: The Enable AI toggle is read-only.
  Cause: Activation is blocked when you are signed in as a Magentrix host or via delegated (Login As) access.
  Resolution: Sign in directly as a portal administrator and try again.
• Symptom: AI Tools Settings does not appear in Community Settings.
  Cause: The portal license does not include the AI Assistant feature.
  Resolution: Contact your Magentrix account team to confirm or upgrade your license.
• Symptom: Re-enabling AI after a long pause does not restore previously indexed content.
  Cause: AI was disabled for more than 30 days; indexed data has been permanently deleted.
  Resolution: Re-add knowledge sources on each tab and save to trigger fresh indexing.

Indexing Storage

• Symptom: The AI Status panel shows a storage-full indicator and new content is not being indexed.
  Cause: AI Indexing Storage has reached the licensed limit.
  Resolution: Free tokens by removing Article Types, Wikis, or Document Library files you no longer need indexed (their embeddings are deleted on save), or contact your account team to add more storage.
• Symptom: A newly published Article does not appear in AI results.
  Cause: Indexing is a background job; allow time, or storage may be full.
  Resolution: Wait 15-30 minutes; if still missing, check storage and source-list configuration.
• Symptom: A removed Article Type still seems to surface in search.
  Cause: The de-indexing job has not yet completed, or another configured source includes overlapping content.
  Resolution: Wait for the next indexing pass, then re-test. If the content persists, identify which source still references it.

Semantic Search

• Symptom: Search returns content the user should not see.
  Cause: The Article or Wiki sharing rules grant the user access.
  Resolution: Adjust sharing on the source content itself; AI does not override the security model.
• Symptom: Search returns nothing or unhelpful results.
  Cause: The selected Article Types and Wikis don't cover the topic, or content quality is low.
  Resolution: Add additional Article Types and Wikis on the AI Search & Ticket Deflection tab; review the source content for clarity and completeness.

AI Ticket Deflection

• Symptom: The Ticket Deflection Settings panel is missing from the AI Search tab.
  Cause: Case Deflection is not configured on the portal.
  Resolution: Configure Case Deflection from Setup > Sys > Portal Settings > Case Deflection, then return to AI Tools Settings.
• Symptom: Suggestions don't appear when a user starts a case.
  Cause: Enable AI Ticket Deflection is off, or no Articles or Wikis are selected for Case Deflection.
  Resolution: Confirm the toggle is on, then click Show Case Deflection Articles & Wikis and verify content is selected.
• Symptom: Suggestions are irrelevant.
  Cause: Selected sources are too broad or out of date.
  Resolution: Narrow the source list to focused, current Articles and Wikis.

Wizard Assistant

• Symptom: Users in a role do not see the Wizard chat icon.
  Cause: The role is not assigned in the Assign Role drawer.
  Resolution: Open the drawer, check the role, save, and have the user log out and back in.
• Symptom: The Wizard answers using outdated content.
  Cause: Indexing has not caught up since the source content was edited.
  Resolution: Wait for the next indexing pass; for urgent updates, save the AI Tools settings to re-trigger.
• Symptom: A Vimeo video's content is not retrievable through the Wizard.
  Cause: Captions are not enabled on the Vimeo video. Indexing relies on the Vimeo transcript.
  Resolution: Enable captions in Vimeo, then re-add the file in Magentrix.
• Symptom: A Document Library file was added but never indexed.
  Cause: Unsupported file extension, or storage full.
  Resolution: Confirm the extension is supported; check storage; remove unused content if needed.
• Symptom: Predefined Questions don't appear in the chat window.
  Cause: Save was not clicked at the bottom of the page after adding them, or Wizard Assistant Enabled is off.
  Resolution: Confirm both, save, and refresh the user's page.
• Symptom: Wizard image upload is rejected.
  Cause: File is not JPG/JPEG/PNG, or below the 128 x 128 minimum.
  Resolution: Convert and resize the image.

MCP Settings (Wizard Actions)

• Symptom: The Wizard reports it cannot perform an action.
  Cause: The relevant action toggle (Insert/Update/Delete) is off, the user is not in an Access-Level role (when Specific Roles is selected), or the user's security role does not permit the action on that entity.
  Resolution: Verify all three conditions in turn.
• Symptom: The Wizard performs an action on the wrong record.
  Cause: The natural-language reference was ambiguous.
  Resolution: Encourage users to reference records by record ID or full unique name.
• Symptom: A user is permitted but actions still fail.
  Cause: User session predates the change.
  Resolution: Have the user log out and back in.

When to Contact Magentrix Support

Open a support case with the following information when the issue is not resolved by the steps above:

• Portal URL.
• The exact symptom and the steps that reproduce it.
• The names of the affected Articles, Wikis, or Document Library files.
• The user's role name (if the issue is role-specific).
• Whether the issue began after a specific change to AI Tools settings or after a Magentrix release.

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