Quick fixes to try first

Before diving into specific issues, these steps resolve the majority of problems:

1. Refresh the page
2. Clear your browser cache and cookies
3. Try the same action in incognito/private browsing mode
4. Disable browser extensions temporarily
5. Try a different browser (Chrome, Firefox, Safari, or Edge — latest versions)
6. Check your network connection and any active VPN settings

Common issues

Page won't load or keeps spinning Clear your cache, try incognito mode, and check your internet connection. If you're on a VPN, try toggling it off and back on.

Copilot isn't responding Refresh and try again. If a response seems to have stalled mid-generation, use the Stop button and resend your message.

Can't upload a file Confirm the file is a supported format (PDF, DOCX, TXT, PPTX) and under 30MB. If the file is large, try splitting it into smaller parts.

Connected app (Atlassian, Notion, etc.) not working Your authentication may have expired. Go to Profile > Connections, revoke access for the app, and re-authenticate. See Profile connections →

Can't sign in Confirm you're using the correct email address. Make sure pop-ups are allowed (required for SSO). Try incognito mode or a different browser. See Accessing Copilots →

Missing a feature or copilot you expect to see Some features require your organization administrator to enable them first. Contact your admin if something you expect is missing.

Chat history is hidden or unavailable Your organization may have the Hide Chat History feature enabled for security reasons. Contact your admin for details.

Identifying which type of issue you're experiencing

Not all problems are Fuel iX problems. Before escalating, it helps to identify which of these four categories fits what you're seeing — because each routes to a different team.

Copilot configuration issue

What it looks like: A tool you expected to be available isn't showing up. Knowledge base queries aren't returning results you know should be there. Responses are unhelpful, too long, or making incorrect assumptions. A connected app isn't appearing in the copilot's settings. The copilot behaves differently than expected for a specific use case.

What it means: The copilot itself is misconfigured — system prompt, tools, knowledge base, or app connections need adjustment.

Who fixes it: The copilot owner. These issues are almost always fixable through the copilot's settings without involving support.

Fuel iX platform issue

What it looks like: The app won't load or shows loading errors. You can't sign in. A copilot spins indefinitely and never returns a response. You can't create or save a copilot. The same problem is happening across multiple copilots, or multiple users are reporting the same issue simultaneously.

What it means: The Fuel iX platform itself is experiencing a problem.

Who fixes it: Fuel iX. File a support ticket at support.fuelix.ai with specifics.

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Spinning with no response is usually a platform issue, not an LLM issue. If the copilot never replies at all, start here before assuming a model problem.

MCP / external app issue

What it looks like: The copilot is responding, but tool calls to a connected app (OneSource, Atlassian, TELUS Integrations, etc.) are failing. You can see tool errors in the thinking tags above the response. Authentication to the external service isn't working. The server can't execute actions even after re-authenticating.

What it means: The external app or MCP server is having trouble — not Fuel iX.

Who fixes it: The team responsible for that server, or your own authentication. Check the thinking tags for error details before escalating. If it's an auth issue, try re-authenticating via Profile → Connections first.

LLM availability issue

What it looks like: An error message appears in the chat response itself — either in place of a response or appended to a partially completed one. The error is often cryptic and appears inline, not as an app-level error. This is distinct from a copilot simply not responding at all.

What it means: The underlying language model encountered a generation error. This is not fully within Fuel iX's control — it can be caused by upstream availability issues with model providers.

Who fixes it: This typically resolves on its own. Retry the request. If the problem persists across multiple attempts and copilots, file a support ticket.

Before you escalate anything

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Always create a support ticket before escalating. Even if you're also reaching out directly to someone, file a ticket at support.fuelix.ai first. Escalations without tickets take significantly longer to resolve because the investigating team has to gather all the context from scratch.

A useful escalation includes:

• Which user(s) are affected and how many
• Which copilot(s) — be specific
• What the user was trying to do
• What happened instead
• Any error messages visible (copy them exactly)
• What you've already tried
• Whether the issue is blocking work entirely

"Agents are saying it's not working" is not a useful escalation. The more specific the ticket, the faster the resolution.

Contacting support

If the steps above don't resolve your issue, contact support at [email protected]. To help us respond quickly, include:

Account details

• Your organization name
• Email address associated with your account
• Authentication method (magic link, SSO via Okta/OneLogin, etc.)

Issue description

• When the issue started
• Whether it's recurring or happened once
• What you were trying to do, what you expected, and what happened instead
• Any error messages or codes shown

Technical environment

• Browser name and version
• Operating system
• Device type (desktop, laptop, mobile)
• Screenshots or recordings if applicable

Optional but helpful

• Steps to reproduce the issue
• Whether it happens on a different browser or device
• Any recent changes to your system or account