> ## Documentation Index > Fetch the complete documentation index at: https://docs.mixus.ai/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting Guide > Common issues and solutions for mixus Quick solutions to common issues you might encounter while using mixus. ## General Platform Issues ### 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](https://status.mixus.ai) for ongoing issues * Contact support with your browser console logs *** ### 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** *** ### 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 ## File Upload Issues ### 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](/files-memory/files) 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 *** ### 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 ## Integration Problems ### 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 *** ### 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 ## AI Model Issues ### 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 *** ### 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 ## Memory System Issues ### 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 ## Mobile App Issues ### 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 *** ### 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 ## Team and Collaboration Issues ### 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 ## When to Contact Support ### 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 ## Self-Help Resources Before contacting support, try these resources: ### Documentation * **[Complete documentation](/docs-external)** - Comprehensive guides * **[Video tutorials](/videos/gallery)** - Visual instructions ### Additional Resources * **[Documentation](/introduction)** - Complete feature guides * **[Video Tutorials](/videos/gallery)** - Visual learning resources * **[Integration Guides](/integrations/overview)** - Setup and configuration help ### Status and Updates * **[Status page](https://status.mixus.ai)** - Current service status * **[Recent Changes](/recent-changes)** - Recent updates and fixes * **[Known issues](https://status.mixus.ai/issues)** - Acknowledged problems ## Contact Support If you can't resolve your issue using this guide: * **Live Chat**: Click the chat icon for immediate help * **Email**: [support@mixus.com](mailto:support@mixus.com) * **Technical Issues**: [support@mixus.com](mailto:support@mixus.com) * **Billing Questions**: [support@mixus.com](mailto:support@mixus.com) ## Related Resources * [Contact Support](/support/contact) * [Frequently Asked Questions](/support/faqs) * [Getting Started Guide](/getting-started) * [Feature Documentation](/ai-models/overview)