> ## 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 Overview

> Solutions to common issues and self-help resources

## 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.

## Quick Diagnostics

### 🔍 **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

## Account & Authentication Issues

### 🔐 **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

### 👤 **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

## Performance Issues

### ⚡ **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

### 🔄 **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

## AI & Chat Issues

### 🤖 **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

### 💬 **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

## File & Data Issues

### 📁 **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

### 💾 **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

## Integration & Tool Issues

### 🔗 **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

### 🛠️ **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

## Browser & Device Issues

### 🌐 **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

### 📱 **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

## Network & Connectivity

### 🌐 **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

### 🔒 **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)

## Billing & Subscription Issues

### 💳 **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

### 📊 **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

## Getting Additional Help

### 🆘 **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

### 📞 **Support Contact Methods**

**Immediate Help**

* **Live Chat**: Available 24/7 in the application
* **Email**: [support@mixus.com](mailto: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

### 📋 **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

## Related Information

* [Support Overview](/support/overview) - Complete support resources
* [Account Management](/account/overview) - Account settings and configuration
* [Getting Started](/getting-started) - Basic setup and usage guides
* [FAQ](/support/faqs) - Frequently asked questions

***

**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.**