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Overview

This troubleshooting guide helps you quickly resolve common issues and get back to productive work with mixus. Most issues can be resolved quickly using the solutions provided here, and we’ve organized them by category to help you find answers fast. If you can’t find a solution to your specific issue, our support team is always ready to help through live chat, email, or our community forums.

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Quick Diagnostics

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🔍 System Status Check

First Steps for Any Issue
  1. Check Service Status: Visit status.mixus.ai for current system health
  2. Verify Internet Connection: Ensure stable internet connectivity
  3. Browser Compatibility: Use a supported browser (Chrome, Firefox, Safari, Edge)
  4. Clear Browser Cache: Refresh page and clear browser cache/cookies
  5. Try Incognito/Private Mode: Test if extensions or stored data cause issues
Basic Troubleshooting Steps
  • Refresh the page and try again
  • Log out and log back in to reset your session
  • Try a different browser or device
  • Check for browser updates and install if needed
  • Disable browser extensions temporarily

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Account & Authentication Issues

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🔐 Login Problems

Can’t Sign In Problem: “Invalid email or password” error Solutions:
  1. Verify email address is correct (check for typos)
  2. Use “Forgot Password” to reset your password
  3. Check if account was created with SSO (Google, Microsoft, etc.)
  4. Ensure Caps Lock is off when entering password
  5. Try copying and pasting password to avoid typing errors
Problem: Two-factor authentication not working Solutions:
  1. Ensure device time is synchronized correctly
  2. Try backup authentication codes if available
  3. Check if authenticator app is updated
  4. Contact support to reset MFA if you’ve lost access
  5. Use alternative MFA method if configured
Problem: Account locked or suspended Solutions:
  1. Check email for account status notifications
  2. Review terms of service for potential violations
  3. Contact support with account details for review
  4. Wait for automatic unlock if temporary lockout
  5. Provide identity verification if requested

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👤 Account Access Issues

Organization Access Problems Problem: Can’t access organization or team Solutions:
  1. Verify you’re logging into the correct email account
  2. Check if organization admin has removed your access
  3. Confirm you’re using the right organization URL or domain
  4. Contact organization admin to verify your account status
  5. Check if your account was transferred or merged
Problem: Missing features or permissions Solutions:
  1. Verify your account role and permissions with admin
  2. Check if features are available in your organization’s plan
  3. Ensure you’re in the correct team or project workspace
  4. Contact organization admin to request permission changes
  5. Confirm features haven’t been disabled by organization policy

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Performance Issues

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⚡ Slow Loading & Response Times

Page Loading Slowly Problem: mixus interface loads slowly or times out Solutions:
  1. Check internet connection speed and stability
  2. Clear browser cache and cookies
  3. Disable browser extensions and try again
  4. Try a different browser or incognito mode
  5. Check if other websites load normally
  6. Restart browser or device if needed
Problem: AI responses are slow or timing out Solutions:
  1. Check current system status for model availability
  2. Try a different AI model (GPT-4, Claude, Gemini)
  3. Reduce conversation length by starting a new chat
  4. Avoid very large file uploads that may slow processing
  5. Check if organization has reached usage limits

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🔄 Connection & Sync Issues

Real-time Features Not Working Problem: Messages not updating in real-time Solutions:
  1. Refresh the page to re-establish connection
  2. Check firewall settings allow WebSocket connections
  3. Ensure corporate network doesn’t block real-time features
  4. Try different network (mobile hotspot) to test connectivity
  5. Contact IT admin about WebSocket or port restrictions
Problem: File uploads failing or slow Solutions:
  1. Check file size is under 100MB limit
  2. Verify file format is supported (PDF, DOCX, images, etc.)
  3. Try uploading one file at a time instead of multiple
  4. Check available storage space in your account
  5. Use wired connection instead of WiFi for large files

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AI & Chat Issues

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🤖 AI Response Problems

AI Not Responding or Giving Errors Problem: AI gives error messages or won’t respond Solutions:
  1. Try rephrasing your question or request
  2. Start a new conversation to reset context
  3. Switch to a different AI model
  4. Check if your organization has reached token limits
  5. Ensure your message doesn’t violate content policies
Problem: AI responses are inaccurate or unhelpful Solutions:
  1. Provide more specific context and details in your request
  2. Break complex requests into smaller, focused questions
  3. Try different phrasing or examples to clarify your needs
  4. Use follow-up questions to refine the response
  5. Switch AI models if one performs better for your task type

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💬 Chat & Conversation Issues

Conversation Problems Problem: Can’t see conversation history Solutions:
  1. Check if conversations were accidentally deleted
  2. Verify you’re in the correct workspace or organization
  3. Use search function to find specific conversations
  4. Check if data retention policies have removed old chats
  5. Contact support if conversations are unexpectedly missing
Problem: Shared conversations not accessible Solutions:
  1. Verify the sharing link is correct and complete
  2. Check if sharing permissions have been revoked
  3. Ensure you have access to the organization or team
  4. Try accessing from a different browser or device
  5. Contact the person who shared the conversation

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File & Data Issues

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📁 File Upload & Processing

File Upload Problems Problem: Files won’t upload or process Solutions:
  1. Verify file size is under 100MB limit
  2. Check file format is supported (see supported formats list)
  3. Ensure file isn’t corrupted or password-protected
  4. Try renaming file to remove special characters
  5. Check available storage space in your account
Problem: AI can’t read or analyze uploaded files Solutions:
  1. Ensure file format is supported for AI analysis
  2. Check if file content is machine-readable (not scanned images)
  3. Try uploading a different version or format of the file
  4. Verify file isn’t corrupted or incomplete
  5. Use OCR tool if file contains scanned text

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💾 Data & Settings Issues

Settings Not Saving Problem: Preferences or settings reset unexpectedly Solutions:
  1. Check if browser is blocking cookies or local storage
  2. Ensure you’re not in incognito/private browsing mode
  3. Verify browser allows third-party cookies for mixus
  4. Try saving settings from a different browser
  5. Clear browser data and reconfigure settings
Problem: Data or conversations missing Solutions:
  1. Check if data was accidentally deleted by user or admin
  2. Verify data retention policies and deletion schedules
  3. Look for data in different workspaces or organizations
  4. Check if account was merged or transferred
  5. Contact support immediately for data recovery assistance

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Integration & Tool Issues

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🔗 Integration Problems

Third-Party Service Connections Problem: Integrations not working or connecting Solutions:
  1. Check if third-party service is currently available
  2. Verify authentication tokens haven’t expired
  3. Disconnect and reconnect the integration
  4. Check if service permissions have changed
  5. Ensure corporate firewall allows integration connections
Problem: API or webhook errors Solutions:
  1. Verify API keys and authentication credentials
  2. Check API rate limits and usage quotas
  3. Ensure webhook URLs are accessible and responsive
  4. Review API documentation for recent changes
  5. Test connections with API testing tools

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🛠️ Tool & Feature Issues

Specific Feature Problems Problem: Web search not returning results Solutions:
  1. Try different search terms or phrasing
  2. Check if organization has disabled web search features
  3. Verify internet connection allows external requests
  4. Try searching for recent vs. historical information
  5. Contact support if search is completely unavailable
Problem: Code analysis or generation issues Solutions:
  1. Ensure code files are in supported formats
  2. Verify code syntax is correct and complete
  3. Try breaking large code requests into smaller parts
  4. Check if programming language is supported
  5. Provide more context about intended functionality

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Browser & Device Issues

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🌐 Browser Compatibility

Supported Browsers
  • Chrome: Version 90+ (recommended)
  • Firefox: Version 88+
  • Safari: Version 14+
  • Edge: Version 90+
Browser Problems Problem: Features not working in browser Solutions:
  1. Update browser to latest version
  2. Enable JavaScript and allow popups for mixus
  3. Disable ad blockers and privacy extensions temporarily
  4. Clear browser cache, cookies, and local storage
  5. Reset browser settings to defaults if needed
Problem: Mobile browser issues Solutions:
  1. Use mobile app instead of browser when available
  2. Update mobile browser to latest version
  3. Clear mobile browser data and cache
  4. Ensure mobile device has sufficient storage space
  5. Try desktop version on mobile browser

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📱 Mobile App Issues

Mobile App Problems Problem: App crashes or won’t open Solutions:
  1. Force close app and restart
  2. Update app to latest version from app store
  3. Restart mobile device
  4. Ensure sufficient device storage space
  5. Reinstall app if problems persist
Problem: Sync issues between mobile and web Solutions:
  1. Ensure you’re logged into the same account
  2. Check internet connection on mobile device
  3. Force sync by pulling down on conversation list
  4. Log out and back in on mobile app
  5. Check if conversations are in different workspaces

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Network & Connectivity

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🌐 Connection Issues

Corporate Network Problems Problem: mixus blocked or restricted on company network Solutions:
  1. Contact IT administrator about allowing mixus access
  2. Provide IT team with mixus network requirements
  3. Request whitelist for *.mixus.ai and related domains
  4. Check if VPN connection resolves access issues
  5. Use mobile hotspot as temporary workaround
Problem: Slow performance on company network Solutions:
  1. Test connection speed to identify bottlenecks
  2. Ask IT about QoS settings for business applications
  3. Try connecting during off-peak hours
  4. Use wired connection instead of WiFi
  5. Request network optimization for real-time applications

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🔒 Security & Firewall Issues

Firewall Configuration Required Domains to Whitelist:
  • *.mixus.ai (all mixus services)
  • Authentication providers (if using SSO)
  • AI model providers (OpenAI, Anthropic, Google)
  • CDN and static asset domains
Ports and Protocols:
  • HTTPS (443) for all web traffic
  • WebSocket connections for real-time features
  • Standard web protocols (HTTP/2, WebSocket)

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Billing & Subscription Issues

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💳 Payment Problems

Billing Issues Problem: Payment failed or card declined Solutions:
  1. Verify card details and expiration date
  2. Check if card has sufficient funds or credit limit
  3. Contact bank about international transaction blocks
  4. Try different payment method (different card, PayPal)
  5. Check if billing address matches card details
Problem: Unexpected charges or billing errors Solutions:
  1. Review usage dashboard and billing details
  2. Check if usage-based billing is enabled
  3. Verify organization seat count and user additions
  4. Review billing history for patterns or changes
  5. Contact billing support for detailed usage breakdown

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📊 Usage & Limits

Token and Usage Issues Problem: Hitting usage limits unexpectedly Solutions:
  1. Review current month usage in dashboard
  2. Check which features or users are consuming most tokens
  3. Enable usage-based billing for unlimited usage
  4. Optimize prompts and conversations for efficiency
  5. Set up usage alerts and monitoring

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Getting Additional Help

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🆘 When to Contact Support

Contact Support For:
  • Issues not resolved by troubleshooting steps
  • Account security or billing problems
  • Data loss or recovery needs
  • Organization-wide issues affecting multiple users
  • Integration or API technical problems

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📞 Support Contact Methods

Immediate Help
  • Live Chat: Available 24/7 in the application
  • Email: support@mixus.com (response within 4 hours)
  • Emergency: Enterprise customers have dedicated emergency contacts
Community Help
  • Community Forums: User-to-user assistance and discussions
  • Documentation: Comprehensive guides and tutorials
  • Video Tutorials: Step-by-step visual guides
  • FAQ: Answers to frequently asked questions

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📋 Information to Include When Contacting Support

Helpful Details for Faster Resolution:
  1. Account Information: Email address and organization name
  2. Issue Description: What you were trying to do and what happened
  3. Error Messages: Exact text of any error messages
  4. Browser/Device: Browser version, operating system, device type
  5. Screenshots: Visual evidence of the issue
  6. Steps to Reproduce: How to recreate the problem
  7. Timing: When the issue started occurring
Most issues can be resolved quickly with the right troubleshooting steps. Don’t hesitate to reach out to our support team if you need additional assistance - we’re here to help you get back to productive work as quickly as possible.
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