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Quick solutions to common issues you might encounter while using mixus.

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General Platform Issues

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Chat Not Responding

Symptoms:
  • Chat interface freezes or becomes unresponsive
  • Messages not sending or appearing
  • Loading indicators stuck
Solutions: Quick Fixes:
  1. Refresh the page - Press Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
  2. Check internet connection - Ensure stable connectivity
  3. Clear browser cache - Go to browser settings and clear site data
  4. Try incognito/private mode - This disables extensions that might interfere
Advanced Solutions:
  • Update your browser to the latest version
  • Disable browser extensions temporarily
  • Check firewall/proxy settings that might block connections
  • Try a different browser to isolate the issue
If the problem persists:
  • Check our status page for ongoing issues
  • Contact support with your browser console logs

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Login and Authentication Problems

Symptoms:
  • Cannot log in with correct credentials
  • “Invalid credentials” error messages
  • Redirected to login page after successful login
  • Two-factor authentication not working
Solutions: Password Issues:
  1. Reset your password using the “Forgot Password” link
  2. Check caps lock and ensure correct case
  3. Try typing password manually instead of auto-fill
  4. Clear saved passwords and re-enter manually
Two-Factor Authentication:
  1. Check time sync on your authenticator app
  2. Try backup codes if available
  3. Regenerate 2FA codes if needed
  4. Contact support to disable 2FA temporarily
Browser-Related:
  • Clear cookies and site data for mixus.ai
  • Disable ad blockers temporarily
  • Check for browser updates
  • Try different browser or device

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Slow Performance

Symptoms:
  • Pages load slowly
  • Chat responses take longer than usual
  • File uploads timeout
  • Interface feels sluggish
Solutions: Browser Optimization:
  1. Close unnecessary tabs to free up memory
  2. Clear browser cache and restart browser
  3. Disable heavy extensions temporarily
  4. Update browser to latest version
  5. Check available RAM - close other applications
Network Optimization:
  • Test internet speed - ensure adequate bandwidth
  • Switch networks if on unstable WiFi
  • Use wired connection instead of WiFi
  • Contact ISP if speeds are consistently slow
Account-Related:
  • Check plan limits - you may be approaching rate limits
  • Monitor token usage - high usage may affect performance
  • Clear old conversations to reduce data load

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File Upload Issues

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Files Won’t Upload

Symptoms:
  • Upload button doesn’t respond
  • Files appear to upload but disappear
  • “Upload failed” error messages
  • Upload progress bar stuck
Solutions: File Format and Size:
  1. Check file size - Documents: 25MB max, Images: 10MB max
  2. Verify file format - See supported formats
  3. Try smaller files to test upload functionality
  4. Convert file format if necessary (e.g., PDF to text)
Browser Issues:
  • Try different browser to isolate the issue
  • Disable browser extensions that might interfere
  • Clear browser cache and cookies
  • Check available storage on your device
Network Problems:
  • Test with smaller files first
  • Use stable internet connection
  • Try uploading during off-peak hours
  • Contact support if uploads consistently fail

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File Processing Errors

Symptoms:
  • Files upload but AI can’t read them
  • “Processing failed” messages
  • Partial or corrupted file content
  • OCR not working on images
Solutions: Document Issues:
  1. Check file integrity - try opening file locally
  2. Remove password protection from PDFs
  3. Convert to standard format (e.g., DOC to PDF)
  4. Reduce file complexity (remove embedded objects)
Image Problems:
  • Improve image quality - higher resolution works better
  • Ensure good contrast for text recognition
  • Try different image format (PNG often works better than JPEG)
  • Rotate image to correct orientation
Large File Handling:
  • Split large files into smaller sections
  • Extract relevant pages instead of uploading entire document
  • Compress files while maintaining readability
  • Use text format when possible

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Integration Problems

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Connection Failures

Symptoms:
  • “Connection failed” error messages
  • Authentication errors
  • Timeouts when connecting to external services
  • Partial data synchronization
Solutions: Authentication Issues:
  1. Verify credentials - ensure they’re current and correctly entered
  2. Check permissions - ensure your account has required access
  3. Regenerate credentials in the external service
  4. Test credentials outside of mixus to verify they work
Service-Specific:
  • Check service status - visit the external service’s status page
  • Review usage limits - you may be hitting service limits
  • Update OAuth permissions if using OAuth authentication
  • Contact service provider if their service is having issues
Network and Firewall:
  • Check corporate firewall settings
  • Verify proxy configuration if applicable
  • Test from different network to isolate connectivity issues
  • Contact IT department about allowing external service access

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Data Synchronization Issues

Symptoms:
  • Data not updating between mixus and external services
  • Outdated information displayed
  • Webhook events not triggering
  • Partial data transfer
Solutions: Configuration Check:
  1. Verify webhook URLs are correctly configured
  2. Check event subscriptions - ensure you’re subscribed to needed events
  3. Review field mappings between systems
  4. Test with simple data first
Timing and Frequency:
  • Check sync schedules - some integrations have delays
  • Manually trigger sync if available
  • Verify time zone settings across systems
  • Monitor for rate limiting that might delay syncs
Data Format Issues:
  • Check data types match between systems
  • Verify required fields are present
  • Review character encoding for special characters
  • Test with simplified data to isolate formatting issues

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AI Model Issues

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Unexpected Responses

Symptoms:
  • AI gives irrelevant or incorrect answers
  • Responses don’t match your prompts
  • AI seems to ignore uploaded files
  • Inconsistent response quality
Solutions: Prompt Optimization:
  1. Be more specific in your requests
  2. Provide clear context about what you need
  3. Break complex requests into smaller parts
  4. Use examples to show desired output format
Model Selection:
  • Try different models - each has different strengths
  • Use o1-preview for complex reasoning tasks
  • Use Claude 3.5 for analysis and long-form content
  • Use GPT-4o mini for simple, quick tasks
Context Management:
  • Clear conversation history if it’s interfering
  • Check file upload success - ensure files were processed
  • Review memory entries that might be affecting responses
  • Provide fresh context instead of relying on conversation history

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Token or Rate Limit Errors

Symptoms:
  • “Rate limit exceeded” messages
  • “Token limit reached” notifications
  • Requests being rejected or queued
  • Slower response times
Solutions: Immediate Actions:
  1. Wait for limits to reset - rate limits are time-based
  2. Check usage dashboard - see current consumption
  3. Switch to more efficient models - use GPT-4o mini for simple tasks
  4. Reduce conversation length - clear old messages
Long-term Optimization:
  • Optimize prompts for clarity and brevity
  • Use memory system instead of repeating context
  • Batch similar requests instead of multiple individual ones
  • Consider plan upgrade if consistently hitting limits
Plan and Billing:
  • Review plan limits - ensure your plan meets your needs
  • Check billing status - ensure account is in good standing
  • Monitor token usage patterns to optimize consumption
  • Contact support for usage consultation

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Memory System Issues

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Memories Not Working

Symptoms:
  • AI doesn’t remember previous conversations
  • Memory search not finding relevant entries
  • Memories not being created automatically
  • Shared memories not accessible to team
Solutions: Memory Creation:
  1. Manually create important memories - don’t rely only on automatic creation
  2. Use clear, descriptive titles for easier searching
  3. Add relevant tags to improve discoverability
  4. Check memory limits for your plan
Search and Retrieval:
  • Use specific keywords when searching memories
  • Check memory permissions for team memories
  • Review memory content for accuracy and relevance
  • Clear outdated memories that might interfere
Team Memory Issues:
  • Verify team permissions - ensure proper access rights
  • Check team workspace settings
  • Confirm user roles allow memory access
  • Contact team admin for permission issues

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Mobile App Issues

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App Crashes or Freezes

Symptoms:
  • App closes unexpectedly
  • Interface becomes unresponsive
  • Features not working on mobile
  • Sync issues between devices
Solutions: Basic Troubleshooting:
  1. Force close and restart the app
  2. Restart your device to clear memory
  3. Update the app to the latest version
  4. Check available storage - free up space if needed
Advanced Solutions:
  • Clear app cache in device settings
  • Uninstall and reinstall the app
  • Check iOS/Android version compatibility
  • Contact support with device and OS details

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Synchronization Problems

Symptoms:
  • Changes not syncing between devices
  • Different data on web vs mobile
  • Login status not syncing
  • Files not accessible on mobile
Solutions: Connectivity:
  1. Check internet connection on mobile device
  2. Try different network (WiFi vs cellular)
  3. Force refresh by pulling down on content
  4. Sign out and back in to force sync
Account Settings:
  • Verify same account is used on all devices
  • Check sync settings in app preferences
  • Enable background app refresh (iOS) or background activity (Android)
  • Ensure sufficient storage for sync data

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Team and Collaboration Issues

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Team Member Access Problems

Symptoms:
  • Team members can’t access shared resources
  • Permission errors when accessing features
  • Billing or usage discrepancies
  • Invitation emails not received
Solutions: User Management:
  1. Verify team membership - check user list in admin panel
  2. Check user roles and permissions
  3. Resend invitations if emails weren’t received
  4. Verify email addresses are correct
Permission Issues:
  • Review role assignments - ensure appropriate access levels
  • Check feature permissions for specific capabilities
  • Verify workspace access for shared resources
  • Contact team admin for permission adjustments
Billing and Usage:
  • Check team billing status - ensure account is current
  • Review usage allocation across team members
  • Verify plan limits accommodate team size
  • Monitor shared token usage to avoid overages

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When to Contact Support

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Escalation Guidelines

Contact support immediately for:
  • Security concerns or suspected breaches
  • Data loss or corruption
  • Billing discrepancies or payment issues
  • Service outages affecting your work
Try self-service first for:
  • General usage questions
  • Basic troubleshooting
  • Feature explanations
  • Account setup help
Information to Include: For Technical Issues:
  • Exact error messages (screenshots preferred)
  • Steps to reproduce the problem
  • Browser/device information and versions
  • Time when issue occurred
  • Account email address
For Billing Issues:
  • Account email address
  • Billing period in question
  • Specific charges or discrepancies
  • Invoice numbers if available
For Feature Requests:
  • Detailed description of desired functionality
  • Use case and business justification
  • Current workarounds you’re using
  • Priority level for your organization

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Self-Help Resources

Before contacting support, try these resources:

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Documentation

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Additional Resources

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Status and Updates

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Contact Support

If you can’t resolve your issue using this guide:
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