title: Troubleshooting description: Solutions to common issues you might encounter while using Chocolate Factor

Troubleshooting

Solutions to common issues you might encounter while using Chocolate Factory.

AI Assistant Not Responding

Symptoms:

• Chat messages are not getting a response
• The AI seems stuck or loading indefinitely

Solutions:

1. Check your internet connection. The AI requires a stable connection.
2. Try refreshing the page and sending your message again.
3. If the chat history is very long, clear it and start a new conversation.

Page Not Loading or Displaying Errors

Symptoms:

• Blank page or error message when navigating
• Components not rendering correctly

Solutions:

1. Try hard-refreshing the page (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows).
2. Clear your browser cache and cookies for the site.
3. Try using a different browser to rule out browser-specific issues.
4. Check that you have a stable internet connection.

Cannot Access a Project or Organization

Symptoms:

• Getting a “not found” or “not authorized” error
• Project or organization is missing from the list

Solutions:

1. Make sure you are signed in to the correct account.
2. Verify that you are a member of the organization that owns the project.
3. Ask an organization owner to check your membership and role.
4. If you were recently invited, try signing out and back in to refresh your access.

AI Agent Is Not Using the Expected Tool

Symptoms:

• The agent answers from general knowledge instead of using a connected tool
• Incorrect MCP tools, databases, or workflows are selected
• No tool activity is displayed in the conversation

Solutions:

1. Open Agents Management and confirm the required tools are enabled under Connected Tools.
2. Verify the specific tool, such as MCP Server, Databases, Knowledge Base, or Workflow is enabled under Available Tools.
3. Check the Health status before using the tool. Run Health Check and Sync Tools if needed.
4. Use clear and specific prompts. For example: “Search the HR knowledge base for the leave policy.”
5. Review the agent’s reasoning trail to determine which tools were attempted and whether any failures occurred.
6. See Tips for Effective Prompts.

MCP Credentials Required Before Chatting

Symptoms:

• A credential configuration banner appears on the Dashboard
• MCP tools return authentication errors or fail without results

Solutions:

1. Click Configure Credentials from the Dashboard alert.
2. Enter the required API key or complete the OAuth authorization flow.
3. Confirm with an administrator whether the MCP server requires user-level credentials.
4. Retry your request after credentials have been saved successfully.

Knowledge Base Returns No Results or Outdated Information

Symptoms:

• Knowledge base documents are not referenced in responses
• Recently uploaded content does not appear in answers

Solutions:

1. Verify the knowledge base is attached to the agent under Connected Knowledge Bases.
2. Confirm the required documents are present in the Documents tab.
3. Click Sync after uploading, updating, or deleting files.
4. Ensure the knowledge base status is Synced.
5. Use more specific prompts that reference the topic, document type, or resource you expect. See Knowledge Base Tips.

Database Queries Fail or Return Unexpected Results

Symptoms:

• The agent cannot query the database
• Queries return no records
• Referenced tables or columns cannot be found

Solutions:

1. Confirm the database connection is attached to the agent.
2. Run a Health Check to ensure the database is reachable.
3. Open Topology and run Sync Schema to refresh metadata.
4. Verify that the required tables are included and not excluded.
5. Check whether the connection is configured as Read Only.
6. Ask the agent to list available tables before running more specific queries.

Workflow Does Not Execute

Symptoms:

• The agent does not trigger a workflow
• Workflow executions are missing from Run History

Solutions:

1. Verify the workflow is attached under Connected Tools → Shared Workflows.
2. Confirm the workflow status is Active.
3. Save any pending changes in the Workflow Builder.
4. Explicitly instruct the agent to run the workflow or describe the task it should perform.
5. Review Run History and execution logs for any errors.

Agent Not Available on the Dashboard

Symptoms:

• The agent is missing from the agent selector
• Select Agent displays an empty list

Solutions:

1. Confirm the correct Organization and Project are selected.
2. Verify the agent status is Active in Agents Management.
3. Ensure your role has permission to access the project.
4. Refresh the page or sign out and sign back in if the agent was recently created or activated.