Troubleshooting
Find the message you see or the problem you have, its cause and what to do. If your problem isn't listed, contact support (see Contact support at the end of this page).
Messages in Knowledge
These messages appear when you upload, create or rename files and folders in Knowledge.
| Message | Cause | What to do |
|---|---|---|
| "An earlier upload of a file with this name is still being processed. Try again once it finishes." | You uploaded a file with the same name while the first copy is still processing. | Wait until the first file is ready, or rename the new file. |
| "File already exists" or "File name already in use" | A file with the same name is already in this folder. | Rename the file, or replace the existing one (see Replace a file on the Knowledge page). |
| "This file type can't be added to the knowledge base." | The file type isn't supported. | Use a supported type (see Supported file types on the Knowledge page). |
| "Validation failed. Please check your input." | The folder or file name contains characters that aren't allowed. | Use only letters, digits, spaces, dots (.), underscores (_) and hyphens (-). |
| "Changing the file format is not allowed" | You changed the file's extension while renaming it. | Keep the original extension. |
| Status Rejected (virus) | The virus scan rejected the file. | Hover over the status to see the reason. Select Dismiss to clear the error. |
| Status Indexing failed | The file's content could not be indexed, so it is not used for search and answers. | Select Retry if it is offered. Otherwise upload the file again, or select Delete. Dismiss only clears the error. See When processing fails on the Knowledge page. |
| Status Failed | Processing the file failed. | Delete the file from its ⋮ menu and upload it again. Hover over the status first to see the reason. See When processing fails on the Knowledge page. |
| "Replace existing file?" | A file with the same name is already in the target folder. | Select Replace to replace the file (this cannot be undone), or Cancel and upload the file under a different name. See Replace a file on the Knowledge page. |
| "A file with this name exists but you do not have permission to replace it." | A file with the same name exists, and you may not change it. | Upload the file under a different name. |
| "This file is larger than the knowledge base allows." | The file is larger than 100 MB, the maximum per file. | Split the file into smaller files, or reduce its size, then upload again. |
| "Knowledge base storage quota exceeded." | Your organization's Knowledge storage is full. | See Storage is full below. |
Messages in chat
These messages appear when you attach files to a chat message. See Attachments on the Chat page.
| Message | Cause | What to do |
|---|---|---|
| "Uploading DOCX, XLSX and PPTX files is not supported. These files have been skipped. You can upload and access them through the Knowledge Base." | Chat skips .docx, .xlsx and .pptx files. The other files are kept. | Upload these files to Knowledge instead. |
| "File size exceeds the maximum allowed limit." | The file is larger than the limit per file: 10 MB by default, unless your plan sets a different limit. | Attach a smaller file. |
| "You can only attach up to 10 files in total." | A message can have up to 10 attachments. | Remove some files, or send them in another message. |
| "The selected AI model does not support file attachments." | The selected model can't work with files. | Choose a different model, or use auto mode. |
Someone is missing from Manage access
The people picker in Manage access lists only active users. Someone who was invited but hasn't signed in yet can't be found. Ask them to sign in once, then share again. See Share files.
A file stays queued
A file in Queued… usually continues on its own, so wait for it to finish. See A file stays queued on the Knowledge page.
Storage is full
When your organization's Knowledge storage is full, new uploads are refused. Delete files you no longer need, or ask a Super Admin or Billing Owner for more storage: they can select Manage storage on the Billing page or upgrade the plan. See Storage on the Knowledge page.
The upload then shows "Knowledge base storage quota exceeded." When usage exceeds the plan limit, the admin console shows Storage limit exceeded: uploads and access to Knowledge are blocked until additional storage is purchased.
The AI doesn't use my files
To use your files, the selected model must support Knowledge and tools. Choose a model that does, or use auto mode. See Chat, and How the AI uses your files on the Knowledge page.
A tool or model is blocked in §203 mode
In §203 Professional Secrecy Mode, web search, connectors, image generation and agents that use web search or connectors are turned off. Only approved sovereign models are offered, and a request to use another model is refused. This is how the mode keeps §203 content inside Zentre AI. See §203 Professional Secrecy Mode.
You can't invite more people
When every seat in your plan is in use, no more people can be invited. An administrator sees assigned and available seats under Seats on the Billing page and can expand the plan.
Your trial has ended
When the trial ends, the workspace needs a paid subscription. An administrator selects Subscribe now in the Plan section of the Billing page.
You were signed out
A device is signed out when its session is ended from Active sessions, or when Sign out everywhere is used, which ends every session. Sign in again to continue. To see which devices are signed in, open Security & sessions.
Contact support
If your problem isn't listed here, send a request from Support in your account. Describe what you expected and what happened. See Support.
You can attach up to 5 files, 5 MB each, in these formats: PNG, JPEG, GIF, WEBP, PDF, TXT, CSV, JSON and MP4. A screenshot of the message often helps.
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