> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravvio.in/llms.txt
> Use this file to discover all available pages before exploring further.
# Common Issues
> Solutions to frequently encountered problems and troubleshooting guide for Ravvio platform
## Common Issues Overview
This troubleshooting guide addresses the most frequently encountered issues with Ravvio platform and provides step-by-step solutions to resolve them quickly.
### Issue Categories
Issues related to agent responses, behavior, and functionality
Website integration, embedding, and connectivity issues
Platform performance, speed, and reliability concerns
Account access, billing, and subscription-related problems
## Agent Not Responding
### Knowledge Base Issues
**Problem Symptoms:**
* Agent provides generic responses instead of specific information
* No reference to uploaded documents in responses
* "I don't have information about that" responses to known topics
**Diagnostic Steps:**
1. Navigate to Knowledge Base section in dashboard
2. Verify documents are listed and status shows "Ready"
3. Check document processing status and error messages
4. Confirm file formats are supported (PDF, DOCX, TXT, CSV, JSON, MD, HTML)
**Solutions:**
* Re-upload documents if processing failed
* Wait for index building to complete (can take several minutes)
* Check file size limits and format compatibility
* Verify document content is text-based, not image-only
* Contact support if processing continues to fail
**Problem Indicators:**
* Index status shows "Building" for extended periods
* Index status shows "Error" with failed processing
* Agent responses inconsistent with uploaded content
* Knowledge base search not finding relevant information
**Troubleshooting Process:**
1. Check index health status in dashboard
2. Review error logs and processing messages
3. Verify document integrity and content quality
4. Attempt to reprocess problematic documents
**Resolution Steps:**
* Remove and re-upload problematic documents
* Ensure documents contain readable text content
* Break large documents into smaller sections
* Contact support for persistent indexing issues
### System Prompt Configuration
**Issue Identification:**
* Agent responses don't match intended personality
* Inconsistent tone or behavior across conversations
* Generic responses without business context
* Setup progress shows system prompt as incomplete
**Configuration Check:**
* Navigate to Agent Management > System Prompt
* Verify all required fields are completed
* Check that prompt reflects desired agent behavior
* Ensure business context and role are clearly defined
**Improvement Actions:**
* Complete all sections of system prompt configuration
* Add specific business context and company information
* Define clear role and expertise areas
* Test changes in playground before deployment
### Credit and Account Issues
**Problem Recognition:**
* Agent stops responding to new messages
* Dashboard shows zero or negative credit balance
* Users see "agent unavailable" messages
**Immediate Solutions:**
* Check credit balance in billing dashboard
* Purchase credit top-up if on paid plan
* Upgrade plan for automatic credit renewal
* Monitor usage to prevent future exhaustion
**Connection Issues:**
* Intermittent agent responses
* Slow response times or timeouts
* Dashboard loading problems
**Troubleshooting Steps:**
* Check internet connection stability
* Try accessing from different network
* Clear browser cache and cookies
* Disable VPN or proxy if in use
## Integration Problems
### Code Placement Issues
**Common Mistakes:**
* Script placed in `` section instead of before ``
* Script loaded after page content is already rendered
* Multiple script tags causing conflicts
* Script placement inside other elements or containers
**Correct Implementation:**
```html theme={null}