Find the message you're seeing and learn what to try next, or when to contact Access support.
If something isn't working in Access Evo Researcher, the message on screen usually points to the cause. Match the title of that message to the tables below to find out what it means and what to do.
Before you start
Some quick checks often solve the problem before you need to go further.
Note the exact message. A screenshot is ideal, because the wording tells you what caused the problem.
Note any numbers in the message, such as a file size, pixel limit or token count.
Check whether the problem affects only you, one project or one chat, or your whole organisation. If several people are affected, contact your administrator, as the cause is often in your organisation's settings.
Try once more. Most temporary problems clear after one retry. Avoid sending the same request repeatedly, as this can create duplicate answers or duplicate uploads.
🤓 Tip: If the problem only happens in one chat, starting a new chat often fixes it.
Quick guide
What you see | What to do first |
Can't sign in, or an access message | Sign out, then sign back in. Check that you selected the right organisation. |
Access Denied or Project Not Found | Check the link came from a project you have access to. |
Conversation is busy | Wait. A response can take up to 30 minutes. |
Chat memory limit reached | Start a new chat with a short summary. |
Chat history error | Start a new chat. |
Usage budget exceeded or Invalid AI key | Ask your organisation's administrator. |
Response preset unavailable | Ask your organisation's administrator. |
Rate limit reached or AI provider overloaded | Wait a moment, then try once more. |
Connection interrupted | Wait. Don't resend your question. |
Response cut off | Ask for a shorter answer, or split your request into steps. |
Permission required | Allow or deny the request in the chat. |
Upload stuck on processing | Wait. Documents can take a long time. |
Files missing after you select them | Check the message for file size or file type. |
The whole application won't load | Contact Access support and tell them the application isn't loading for you. |
Signing in and access
These issues relate to your account, your organisation or the projects you can see.
Sign-in is refused
User account is inactive: Your account has been disabled. Only an administrator can restore your access, so contact your administrator.
Organisation is inactive: Your organisation's account has been disabled, so your colleagues are affected too. Contact your administrator.
Identity mismatch: You've signed in with an account that doesn't match the organisation you selected. Sign out, then sign back in and select the correct organisation.
If none of these messages appear and a fresh sign-in still fails, contact Access support. Include the exact message, your organisation's name and the time it happened. Don't share your password with anyone.
You don't belong to an organisation
User must belong to an organisation: Your account hasn't been fully set up. Ask your organisation's administrator to invite you or set up your access again.
You can't open a project
Access Denied: You haven't been given access to this project. Ask the project owner to share it with you. Old bookmarks and shared links often point to projects you no longer have access to.
Project Not Found: The project may have been deleted. Deleted projects can't be restored. Ask the project owner whether it still exists, or open a project you have access to.
A feature isn't enabled
If a message says a feature is not enabled, such as the code sandbox, schedules, assistant publishing or provisioning, the feature is switched on or off by your organisation's settings. Ask your administrator to check whether it's included for you.
Chat and AI answers
These issues happen during a conversation with the AI.
A chat won't open
Couldn't open this chat, You don't have access to this chat or Chat not found: Refresh the page once. If it still won't open, check that you're in the right project.
This chat has been deleted: Deleted chats can't be restored. Start a new chat.
The chat is busy
Conversation is busy: A response is still being generated, and Access Evo Researcher won't start a second one in the same chat. Long research answers can take up to 30 minutes. Wait for the response, and don't resend your question.
Connection interrupted
Connection interrupted with the message "Checking if your response is still being generated": Don't retry.
Access Evo Researcher checks in the background and will show the answer if it finished. If no answer appears after a reasonable wait, you can ask your question again.
⚠️ Important: Resending your question while you wait can create a second answer and use additional AI usage.
If this happens often, check your network connection. If it continues, contact Access support.
The AI answer fails
Message | What it means | What to do |
Chat memory limit reached | The AI measures text in tokens, and this chat is too long for it to continue. The message may show the tokens used and the limit. | Start a new chat with a short summary of where you were. |
Chat history error | The saved history of this chat can't be read safely. | Start a new chat. Keep the old chat in case support needs to investigate. |
Usage budget exceeded | Your organisation has used its AI allowance. | Ask your administrator. |
Invalid AI key | The AI provider settings aren't valid. This message can also appear when the provider address is set up incorrectly. | Ask your administrator to check the AI configuration, including the provider address. |
Rate limit reached | The AI provider is limiting requests for now. | Wait a moment, then try once more. |
AI provider overloaded | The AI provider is under heavy load. | Wait a moment, then try once more. |
Response preset unavailable | An administrator has withdrawn your access to the response preset this chat used. | Ask your administrator to restore access, or to tell you which preset to use instead. Retrying won't help. |
Image too large | An image is bigger than the AI can process. The message may show the maximum size. | Resize the image, then send again. |
Too many images | Your message contains too many images or documents. | Remove some of them, then send again. The size limit for each image gets smaller when you attach many files. |
Connector tool name too long | A connector has produced a name the AI provider doesn't accept. | Remove that connector from the project, then contact Access support. |
AI response error | The AI couldn't complete the response, and the cause is unknown. | Try once more. If it happens again, contact Access support. |
Nothing to send | Your message had no content when it was sent. | Type a message alongside any attachment, then send again. |
Chat error | An unexpected error occurred. | Try once more. If it keeps happening, contact Access support. |
Response cut off
Response cut off: The AI reached the maximum length it can produce in one response. Nothing has failed, but the answer or any document it was creating may be incomplete.
Ask for a shorter version, or split your request into steps. Retrying the same request won't change the result. If this happens with a short request, contact Access support.
The chat looks stuck
Check for a permission prompt before assuming the chat is stuck. Permission required means the AI wants to use a tool and is waiting for you.
Scroll down to find the prompt, then choose whether to allow or deny the request. For more on how these choices work, see the Connectors article.
If you see Could not record the tool-call decision or Could not update the tool-call consent mode, try once more. If it keeps failing, contact Access support.
Connectors
These issues affect connections to outside systems. For sign-in and setup details, see the Connectors article.
A connector is missing
You may see a message such as "Connector" followed by the connector's name and "not found". Note the connector name exactly as shown.
Wait a moment, then try once more. If the connector is still missing, contact Access support with the connector name, the project name and the time it happened.
A connector is saved but not connected
If you see Connector saved, but your token couldn't be stored, a Connection error badge or Connection failed, the connector exists but isn't signed in. AI requests that use it will fail, even though it appears set up.
Find the connector with the Not connected badge.
Select the badge to connect again.
Complete the sign-in.
This usually works on the second attempt. If it keeps failing, contact Access support with the connector name, the project name and the exact message.
The code sandbox is unavailable
If the code sandbox tools are refused, or the sandbox reports that it's disabled or not configured, the feature may not be included for your account. Ask your administrator to check.
If you should have access and it's still unavailable, contact Access support with the project name, the tool you used and the time.
Uploads
These issues happen when you add files to a project.
Files don't appear after you select them
A brief message such as "file(s) exceed the maximum size and were skipped" or "file(s) skipped due to unsupported file type" means some files weren't added. They're skipped before upload starts.
File type | Limit |
Documents | 30 MB |
Videos | 200 MB |
OneDrive imports | 30 MB |
Very long PDFs are only read up to a few hundred pages.
Check the file sizes and types. Split or compress large documents, then add them again. If a file within these limits is still skipped, contact Access support with the file name, type and size.
An upload stays on processing
Documents are processed in the background before the AI can use them. Images and videos are ready straight away.
After about two minutes, the status changes to "Still processing — this is taking longer than usual". This is only a status change and doesn't mean something has gone wrong. The list updates itself, so you don't need to refresh.
Large or complex documents can take a long time. Access Evo Researcher keeps waiting for up to 24 hours before it gives up.
⚠️ Important: Don't upload the file again while it's processing, as this creates duplicates.
If a small, simple document is still processing after several hours, or shows an error, contact Access support with the project name, the file name, type and size, and the time you uploaded it.
A OneDrive import fails
You may see messages such as "We couldn't load your OneDrive files. Please try again.", "Import failed", or "Import finished — some files failed."
For a partial import, hover over a failed row to see the reason for that file. Try the import once more, then check that you can open the files in OneDrive and that each file is within the 30 MB limit.
If the connection to OneDrive keeps failing, or files you can open in OneDrive consistently fail to import, contact Access support with the file names and the reasons shown.
Artifacts, templates and data spaces
An artifact won't open, export or download
You may see Failed to load artifact, Failed to export PNG or Failed to download artifact. Viewing, exporting and downloading can fail separately, so note which one failed.
Refresh the artifact list, then try once more. If only exporting fails, try a different format. If the artifact looks incomplete, the response may have been cut off (see Response cut off).
If an artifact disappears and nobody deleted it, contact Access support with the artifact name and project.
A template or assistant can't be found
A link to a template or assistant may show as not found if the item has been deleted or unpublished. Personal templates can't be published as assistants, so a link expecting that won't work either.
Choose a current template or assistant from the catalogue. If it's visible in the catalogue but still shows as not found, contact Access support with its name and your organisation.
Data spaces won't load
You may see Couldn't load data spaces, Couldn't load records, Couldn't load grants or Couldn't load users.
⚠️ Important: If access grants don't load, the AI may answer without using your data, and it may not show an error. If the AI seems to ignore your data, check the data spaces area for these messages.
Try once more. If the messages keep appearing, contact Access support and say that the AI may not have access to your data, so it can be prioritised.
If the problem continues
If none of the steps above solve the issue, contact Access support. These details help us find the cause faster:
Your email address and organisation name
The exact message you saw. A screenshot is the most helpful.
Any numbers in the message, such as file sizes or limits
The project name and chat name, where relevant
The date, time and time zone when it happened
Whether it affects only you, one project or chat, or your whole organisation
Whether one retry changed anything
The trace ID, if the message shows one. It's a long code that identifies that specific error.
⚠️ Warning: Never share passwords, API keys, sign-in tokens or connector secrets with anyone, including Access support.