Troubleshooting
Start with the symptom you can observe, then check the result before retrying.
Deep Recall is not available in my assistant
Section titled “Deep Recall is not available in my assistant”Check that the account supports custom plugins/apps or remote HTTP MCP. Install the skill or plugin, then separately authorize its connector. Enable Deep Recall in the conversation if the client requires it.
Workspace administrators may restrict these features. A skill upload does not unlock a missing connector. Use the provider guide for your setup path.
Sign-in or authorization keeps failing
Section titled “Sign-in or authorization keeps failing”Confirm you are using the correct environment’s /mcp URL and an approved Deep Recall account. Leave optional client credentials empty when the provider supports automatic registration. Do not add a REST token or account password as a header.
If manual credentials are necessary, keep the registered authentication method and callback URI exact. Start a fresh authorization flow after correcting setup. If it still fails, record the client, approximate time, and visible error for support, without tokens or secrets.
A saved memory does not appear
Section titled “A saved memory does not appear”- Look for a real tool result. Text saying “saved” is not enough.
- If it says queued, allow processing time and check the app.
- Confirm both the app and assistant use the same account and environment.
- Try Find with a distinctive phrase and inspect Archive and the source.
- Check whether related information was reconciled into an update rather than a new memory.
Do not repeatedly submit the same write while the outcome is unknown. Use save and verify.
An answer contains the wrong detail
Section titled “An answer contains the wrong detail”Open the cited memory and original source. Use Find to inspect stored context independently of the generated answer. State the correction clearly, then review related memories and archive inaccurate older context if needed.
A pin protects against automatic replacement, so check pins when a correction does not reconcile as expected.
A document is still processing or failed
Section titled “A document is still processing or failed”Select it in Documents and read its status. Acceptance of an upload is not completion. Check file size and supported format. Scanned PDFs need extractable text; OCR is not supported.
Use Retry only when the retained original is eligible for retry. If storage failed or the source is invalid, correct the file and upload it again. See Documents.
Forwarded email does not appear
Section titled “Forwarded email does not appear”Check your exact claimed address, receiving availability, pause state, and allowed sender. Send from a confirmed, allowed mailbox. Plus tags and dots are distinct addresses.
Authentication can fail through relays or automatic forwarding. Try a direct forward from the allowed mailbox. No confirmation reply is sent. Inspect Documents, and remember that a ready email can produce zero memories or skip unsupported attachments.
An image preview stopped loading
Section titled “An image preview stopped loading”Access-bearing image links expire. Reopen the source or recall the memory again to refresh the link. If the original was deleted, an old preview cannot restore it.
I still need help
Section titled “I still need help”Contact us with the operation, approximate time, and visible error. Keep private content and credentials out of diagnostic messages.