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Troubleshooting

Solutions for common SiteSpry issues.

File upload issues

Problem: File won't upload

Possible causes:

  • • File type not supported
  • • File is too large
  • • Network connection interrupted

Solutions:

  • • Verify file format (.pdf, .docx, .xlsx, .pptx, .html, .txt)
  • • Try a smaller file
  • • Refresh and try again
  • • Check internet connection

Problem: File status stuck on "In process"

Solutions:

  • • Wait 5-10 minutes and click Refresh
  • • Large files take longer to process
  • • If status doesn't change after 15 minutes, contact support

Problem: AI-generated content not appearing

Solutions:

  • • AI processing takes 1+ hours
  • • Verify file contains text content
  • • Return after a few hours to check
  • • Some files may not have enough content

Chatbot issues

Problem: Chatbot not appearing on website

Solutions:

  • • Verify embed code is in HTML (in <head> or before </body>)
  • • Clear browser cache and reload
  • • Open developer console (F12) for JavaScript errors
  • • Confirm bot has knowledge base files selected

Problem: Chatbot gives incorrect answers

Solutions:

  • • Review chatbot's Knowledge base in Settings
  • • Upload more detailed documentation
  • • Add Website domains for additional context
  • • Review Chat history for patterns

Problem: Widget has wrong colors/theme

Solutions:

  • • Go to Chatbots → Settings
  • • Change Theme dropdown
  • • Click Update bot
  • • Clear browser cache

Share link issues

Problem: Share link not working

Solutions:

  • • Verify file status is "Ready"
  • • Copy link again from Settings
  • • Try incognito/private browser window
  • • Use complete URL (very long)

Problem: PDF viewer not showing

Solutions:

  • • Confirm file type is PDF
  • • Verify PDF viewer toggle is ON
  • • Click Preview link to test

Problem: Help page not showing

Solutions:

  • • Verify Help page toggle is ON
  • • Check if AI generated content (Help page section)
  • • Wait 1+ hours for AI processing

General issues

Problem: Changes not appearing

Solutions:

  • • Click Refresh button
  • • Clear browser cache
  • • Try incognito mode
  • • Wait a few minutes

Problem: Can't find a feature

Solutions:

  • • Check left sidebar (Files, Chatbots, Support Requests)
  • • Look for top-right buttons (Upload file, Create bot, Refresh)
  • • Settings via Settings buttons next to items
  • • Ensure you're signed in

Getting Help

If you encounter issues not covered here:

  1. 1. Review the relevant section in documentation
  2. 2. Check the troubleshooting guide above
  3. 3. Contact SiteSpry support with:
    • • Description of the issue
    • • Steps to reproduce
    • • Screenshots if applicable
    • • Your account email
    • • Browser and OS info