Troubleshooting

This page covers the most common issues you might run into and how to fix them. If your problem is not listed here, use the chat widget on this page to ask Jarvis - it has been trained on all of our documentation.

If the chat widget is not appearing on your website:

Check your API key

Make sure the data-key attribute in your script tag matches the API key shown in Settings > Publish Agent. A mismatched or missing key will prevent the widget from loading.

<!-- Verify this matches your Publish Agent tab -->
<script
  src="https://jarvis.deskclone.ai/embed/chat.js"
  data-key="your-actual-api-key"
></script>

Check script tag placement

The script tag should be placed just before the closing </body> tag, not inside <head>. Placing it in the head can cause it to load before the page is ready.

<body>
  <!-- Your page content -->

  <!-- Widget script goes here, before </body> -->
  <script src="https://jarvis.deskclone.ai/embed/chat.js" data-key="..."></script>
</body>

Check CORS (allowed origins)

Your website's domain must be in the allowed origins list for the widget to work. If you see CORS errors in your browser's developer console (F12), your domain is not authorized.

Go to Your Agent > Widget tab and check the Allowed domains setting. Add your website's domain to the list, or contact support for help.

Check for JavaScript conflicts

Some website builders, content management systems, or security plugins may block third-party scripts. Check your browser console for blocked script warnings. If your site uses a Content Security Policy (CSP), make sure it allows scripts from jarvis.deskclone.ai.

Gmail or Outlook Auth Expired

Email connections occasionally need to be re-authorized. You will see a red Auth Expired badge on the account card in Integrations.

Find the expired account

Go to Integrations in the sidebar. The affected account card will show a red "Auth Expired" badge.

Click Reconnect

Click the Reconnect button on the account card.

Re-authorize with Google or Microsoft

Complete the authorization flow. All your settings (allowed senders, poll interval, etc.) are preserved automatically.

Click Reconnect on the existing account card - not "Connect Google Account" or "Connect Outlook Account" at the top of the page. Those buttons are for adding new accounts. Reconnect preserves your settings; adding a new account starts fresh.

Conversation Limit Reached

If you see a message that your agent has reached their conversation capacity for the month:

Conversations reset monthly on your billing cycle date. The reset date is shown in the message.
Everything else still works - email monitoring continues, issues are still created, your knowledge base is still searchable, and you can still manage existing issues. Only new conversations are paused.
Grab a booster pack - booster packs give your agent extra conversations without changing your plan. Available from Settings > Account.
Upgrade for more capacity - each tier gives your agent more monthly conversations. Go to Settings > Account to see your options.

If you are on the Free plan (10 conversations/month), upgrading to Starter ($19/month) gives your agent 100 conversations - 10 times more capacity for the cost of a lunch.

Import Job Stuck or Failed

Job stuck in "Extracting" or "Synthesizing"

Large imports (100+ files) can take several minutes to process. The processing happens in the background - you can navigate away and come back.

If a job has been stuck for more than 15 minutes:

Check the Jobs tab in Knowledge Base > Smart Import for any error messages
Large imports may hit the processing time limit. Try splitting your files into smaller batches (50-100 files each)

Job failed

If an import job shows a "Failed" status:

Check the error details on the job card
The most common cause is file format issues (corrupted PDFs, password-protected documents, or extremely large individual files)
Try the import again with the problematic files removed

Failed imports do not create partial knowledge base entries. If a job fails, nothing from that job is added to your knowledge base - you can safely retry without worrying about duplicates.

Jarvis Giving Wrong or Incomplete Answers

If Jarvis is not answering questions accurately:

Check your knowledge base content

The most common cause of poor answers is missing content. If a visitor asks about a topic that is not well-covered in your knowledge base, Jarvis either cannot answer or may give a generic response.

Fix: Go to Knowledge Base > Coverage Gaps to see what topics visitors are asking about that your content does not cover. Create articles for the most frequent gaps.

Check file visibility

Jarvis can only search files that are in the general scope and have public visibility. If you know the answer exists in your knowledge base but Jarvis is not finding it:

Go to Knowledge Base > Files
Find the relevant file
Verify the scope is "general" (not a client-specific scope)
Verify the visibility is "public" (not "internal")

Add more content on the topic

Sometimes the content exists but is not detailed enough. If Jarvis is giving partially correct answers, add more detail to the relevant knowledge base article - especially around the specific question being asked.

Check the personality description

If Jarvis is answering correctly but in the wrong tone or style, review your personality description in Your Agent > Personality. Make sure it clearly describes the communication style you want.

Password Issues

Forgot your password

If you cannot sign in because you forgot your password, contact support at support@deskclone.ai for a password reset.

Changing your password

Password change functionality is available in Settings > Security.

Browser Compatibility

DeskClone AI works best in modern browsers:

Chrome (latest 2 versions)
Firefox (latest 2 versions)
Safari (latest 2 versions)
Edge (latest 2 versions)

If you experience display issues, make sure your browser is up to date.

Getting Help

If your issue is not covered here:

Ask Jarvis - use the chat widget on this documentation site. It has been trained on all of our docs and can answer most questions.
Email support - reach out to support@deskclone.ai with a description of your issue. Include screenshots if possible.

We typically respond within one business day.

Account and Billing

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