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Troubleshooting

Find your problem in the list, then follow the fix.

My article is not on the site

Cause. An article appears on the site only when it has been saved for publishing, it is in the saved navigation, and the site has been published since.

Fix.

  1. Check that you saved it with Save, then Publish. Save draft keeps it private. See Save an article for publishing.
  2. Check that the article is in the Navigation panel. If not, add it.
  3. If the panel shows Unsaved nav, select Save navigation.
  4. If the article is inside a group, check the group has at least one published article. A group with none is left out.
  5. Publish the site again.

I saved my changes but the site looks the same

Cause. Saving never changes the live site. Readers see a change only after you publish the site.

Fix. Publish the site. The previous version stays live until the new one is ready, so it can take a short while to change.

I cannot create an article

Cause. Creating an article needs a title and a slug, and the slug must be valid and unused.

Fix.

  1. Enter both a Title and a Slug (filename).
  2. Use only lowercase letters, numbers and hyphens, up to 80 characters.
  3. Choose a slug that no other article in the knowledge base uses.
  4. Avoid reserved names, such as index and 404.

The Save button, or its Publish option, is unavailable

Cause. Save is available only when you have unsaved changes. Publish also needs a title and some content.

Fix. Make a change, and make sure the article has a title and content.

My editor went back to an earlier version

Cause. Someone else saved a newer version of the article while you were editing. DocSpade does not let one person overwrite another’s work, so it brings your editor back to the latest version.

Fix. Make your changes again on the latest version. To avoid this, agree who edits an article at a time, and save a draft often.

My navigation changes disappeared

Cause. Someone else saved the navigation while you were editing it, so yours was based on an older version.

Fix. Make your changes again, then select Save navigation.

I cannot see Configuration or Publish site

Cause. What you see depends on your role. Configuration is for owners and admins. Publish site is for publishers, owners and admins.

Fix. Ask an owner or admin of your organization to change your role. See How content is organized.

Publishing is refused

Cause. A knowledge base can be published only a limited number of times in 24 hours.

Fix. Wait and try again later. A publish that fails to build does not count towards the limit. See Drafts and publishing.

Readers do not see the Ask AI button

Cause. The button appears on a site only when Ask AI is turned on for the knowledge base and the site has been published since.

Fix.

  1. Check that Answer visitors’ questions from this knowledge base is ticked on the Ask AI tab, and that you saved.
  2. Publish the site again.

See Configure Ask AI.

Ask AI says it cannot find an answer

Cause. Ask AI answers only from published articles. It says so when the documentation does not contain the answer.

Fix.

  1. Check that the answer is in a published article, and that you have published the site since you wrote it.
  2. Make sure the article states the answer clearly under a descriptive heading. Run AI readiness to find problems. See Review an article.

I did not receive the confirmation email

Fix.

  1. Check your spam folder.
  2. Return to the sign-up page and select Resend verification email.
  3. Check that you entered your email address correctly when you registered.

I forgot my password

Fix.

  1. On the sign-in page, select Forgot password?.
  2. Enter your email and select Send reset link.
  3. Open the email and follow the link to choose a new password.

My image is rejected

Cause. Images must be PNG, JPEG or WebP files no larger than 2 MB, and not extremely large in pixels.

Fix. Convert, compress or resize the image, then insert it again. See Add an image.

I cannot save the organization appearance

Cause. The organization’s look can be saved only after the organization home page has a title and a description of at least 50 words.

Fix. Complete the Organization homepage tab and save it. Then return to Site appearance. See Configure an organization.

I cannot save a home page

Cause. The organization home page needs a title and a description of at least 50 words. A knowledge base home page needs a description of at least 100 characters.

Fix. Lengthen the description. If you are editing a card on a knowledge base home page, select Save card before Save landing page.

AI readiness will not run

Cause. AI readiness checks require you to be signed in.

Fix. Sign in, then select Analyze AI readiness again.

My review results look out of date

Cause. You changed the article after the review. The panel tells you the content changed since the last review.

Fix. Run the review again. See Review an article.

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