FAQ & troubleshooting
Accounts
Section titled “Accounts”I didn’t receive a password reset email. Contact your workspace administrator to regain access — reset email delivery depends on how your workspace is configured. See account help.
I keep getting signed out. Sessions last 24 hours. Signing in again is expected once a day.
I can’t add a teammate to my group. They may already belong to another group — each user can only be in one group at a time. Remove them from the other group first, and make sure they’ve created an Insight AI account with the email you’re entering.
Data sources
Section titled “Data sources”“Invalid SMB credentials” when creating a source. The username/password was rejected by the file server. Re-check the account details with your IT team, and confirm the account has access to the server you named. The source is only saved once credentials verify.
A share shows a red ⚠ “Access denied” in the Shares tab. The connection works, but the account can’t open that specific share. Other shares still ingest normally. Ask IT to grant read access if you need that share’s content.
The Shares tab won’t load / connectivity errors. The server may be unreachable from Insight AI. Verify the IP address or hostname and port, and that the file server allows connections from the Insight AI environment.
Ingestion
Section titled “Ingestion”My ingestion is stuck on “pending” / hasn’t started. Ingestion jobs across the workspace run one at a time. If another pipeline’s run is in progress, yours waits in the queue and starts automatically.
The run failed with an error naming a specific file. Ingestion stops at the first file it can’t process. Common causes: the file is corrupt, locked, or contains no extractable text (e.g. a scanned, image-only PDF). Fix or remove the file on the share, then select Retry Ingestion.
Chat can’t find documents that were indexed before. If a run failed partway, the collection may be incomplete — each run rebuilds the collection from scratch, so re-run the pipeline to completion. Also check that nobody deleted the collection or re-pointed a pipeline.
A file on the share never shows up in answers. Check that its type is supported, it’s under 50 MB, and it isn’t hidden or a system file. Then re-run the pipeline — ingestion reflects the share as it was at the time of the last successful run.
Answers don’t seem to use my documents. Confirm at least one pipeline has completed successfully (status active) so a collection actually has content. Retrieval only includes passages clearly related to your question — try phrasing the question closer to the document’s own wording. If nothing relevant is found, the model answers from general knowledge.
“Model not found” when sending a message. The selected model has been removed from the organization. Pick another model from the selector, or re-add it via Models in the dashboard — see managing models.
Responses are slow. Answers arrive only when fully generated, and speed depends on the model. Check the tok/s figure in the model selector and switch to a faster model for quick questions.
The response went wrong halfway — can I stop it? Yes. While a response is generating, the send button becomes Stop. You can then edit your question or regenerate.
Models
Section titled “Models”A model download failed.
Downloads retry automatically; if it still fails, select Create Model
again to restart. Check that the model ID matches the
Ollama library tag exactly (e.g. llama3.2,
qwen2.5:14b).
A model disappeared from my chat list. Someone deleted it from the organization’s Models page, which removes it for all users. Re-pull it or choose another model.
Something else?
Section titled “Something else?”If your issue isn’t covered here, contact your workspace administrator, or reach the team via insightai.pro.