Troubleshooting

By following these recommendations, you can minimize downtime and ensure a smooth workflow within Content AI .

Import Failures #

Invalid URL Error:

• Verify URL is accessible in browser
• Check URL format (include https://)
• Ensure no typos in URL

Timeout Error:

• Large documents may take longer
• Wait for full 15-minute timeout
• Check background job status manually if needed

Access Denied Error:

• Source website may block automated access
• Check for authentication requirements
• Try manual copy/paste instead

Content Not Extracted:

• Website may use JavaScript rendering
• Consider manual content creation
• Check source page structure

Publication Issues #

Publication Timeout:

• Check background job status in admin panel
• Large document sets take longer
• Maximum wait: 10 minutes before timeout

Failed Publication Job:

• Review error message in notification
• Check server logs for details
• Verify database connectivity
• Retry publication

Stuck Process:

• Refresh page to check actual status
• Check if changes actually published
• Contact administrator if persists

Document Changes Not Appearing #

Problem: Saved changes but users don’t see updates.

Cause: Changes not published yet.

Solution:

1. Check for Unpublished Changes banner
2. Navigate to Document List
3. Click “Publish” button
4. Wait for publication to complete

Monitoring and Troubleshooting Scheduled documents #

Daily Checks:

• Review Document List for status changes
• Verify SCHEDULED → PUBLISHED transitions occurred
• Check PUBLISHED → UNPUBLISHED deactivations happened
• Test assistant responses with recently activated content

Use Calendar Reminders:

• Set reminders day before activation
• Set reminders day of activation
• Set reminders day before deactivation
• Allows quick verification

Common Issues #

1. Document Didn’t Activate

Possible Causes:

• Activation date was in UTC, timezone confusion
• Document was DRAFT, not SCHEDULED
• Document wasn’t published before activation date
• System task delay (rare)

Solution:

• Check document status in Document List
• Verify activation date and compare with current UTC time
• Publish if document is still READY/SCHEDULED
• Contact support if persistent issue

2. Content Activated Too Early/Late

Cause:

• Timezone confusion between local time and UTC

Solution:

• Always work in UTC when setting dates
• Use timezone converter tools
• Document your timezone offset for reference
• Set dates accounting for UTC offset

3. Can’t Change Activation Date

Cause:

• Document is already PUBLISHED (field locked)

Solution:

• This is expected behavior for data integrity
• If absolutely necessary: delete and recreate
• For future: plan dates carefully before first publication

4. Deactivation Didn’t Occur

Possible Causes:

• Deactivation date not set
• Date was in past (system won’t retroactively deactivate)
• System task delay

Solution:

• Check deactivation date is set and future
• Manually change to DRAFT if urgent
• Contact support if system issue