Frequently asked questions
Access and navigation
Section titled “Access and navigation”I cannot see a menu or button that a colleague can. It is almost always permission. Open Account and check which roles are loaded in your session; then check, in Solution access, whether any of them reach that area.
A solution disappeared from the sidebar. It may have been deactivated, or your role no longer reaches it. Tick Show inactive in the solutions list to confirm.
A solution has no chat page. That is expected in Integration mode — see Integration-mode solution.
Agents and answers
Section titled “Agents and answers”The chat answers nothing. The solution has no active agent, or the only agent is disabled.
The agent answers generically. The instructions are vague, or reference files are missing. Be explicit in the instructions about scope, tone and what to refuse.
The agent makes things up. Reinforce in the instructions that it must answer from the documents and admit when it does not know. If Web Search is on, consider turning it off or restricting the sources.
The agent ignores a document I uploaded. Check in the Files tab whether processing finished. While indexing is not done the file is used in direct mode; if it failed, re-upload it.
The wrong agent answers. On multi-agent solutions the description of each agent decides. Similar descriptions compete for the same questions — see Orchestration.
The agent does not use the tool I created. The tool description is the trigger. Rewrite it saying when to use it, and check the Activity block in the chat to see whether it tried.
Files and attachments
Section titled “Files and attachments”I cannot change the agent’s provider. The provider is locked while the agent has files. Remove them, change it, upload again.
An attachment was refused in the chat. The type or size is not allowed in Settings → Provider File Types.
Memory
Section titled “Memory”The agent does not remember what was said before. Check that a memory is linked to the agent, that it is active, and that the permission is not Read only.
One customer saw another’s data. Shared scope where it should be Individual. Fix the memory scope.
Integrations and connections
Section titled “Integrations and connections”A tool call fails with an authorisation error. See Credentials: inactive credential, not delegated to the solution, or a key rotated on the other side.
An MCP tool disappeared from the agent. The server renamed it. Go back to the agent’s MCP tab and select the new name — see MCP servers.
Consumption went up with no explanation. Open the consumption dashboard, group by day and filter by agent. High trace-narration consumption usually means multi-agent orchestration with too many participants per turn.
Still stuck
Section titled “Still stuck”Use Ask MarIA: the assistant knows the screens and answers about the version installed in your environment.