Troubleshooting Common Issues
This guide addresses common issues you might encounter while using PolyLogue and provides simple solutions to get you back on track quickly.
Connection Problems
Issue: Unable to access the AI console
Possible causes and solutions:
1. Browser compatibility issues
- Try using a modern browser like Chrome, Firefox, Edge, or Safari
- Ensure your browser is updated to the latest version
- Clear your browser cache and cookies
2. Network restrictions
- Check if your network (company/school) blocks access to AI services
- Try accessing from a different network or using a VPN
3. Login session expired
- Log out and log back in to refresh your session
- Ensure cookies are enabled in your browser
Issue: Console loads but doesn't connect to AI models
Possible causes and solutions:
1. Temporary service disruption
- Wait a few minutes and try again
- Check our status page for any ongoing issues
2. Subscription issues
- Verify your subscription is active in your dashboard
- Check if your payment method is up to date
3. Browser extensions interference
- Try disabling browser extensions, especially ad blockers or script blockers
- Test in an incognito/private browsing window
Account and Billing Issues
Issue: Subscription payment failed
Possible causes and solutions:
1. Payment method issues
- Verify your card is not expired
- Check if you have sufficient funds
- Update your payment method in the dashboard
2. Bank restrictions
- Some banks may block recurring subscription payments
- Contact your bank to authorize payments to our payment processor
3. Regional restrictions
- Some regions have restrictions on international payments
- Consider using an alternative payment method
Issue: Cannot access premium features despite active subscription
Possible causes and solutions:
1. Subscription synchronization delay
- Wait 5-10 minutes for the system to update
- Log out and log back in
2. Account linking issues
- Ensure you're logged in with the correct email address
- Contact support if you have multiple accounts
AI Model Performance Issues
Issue: AI responses are cut off or incomplete
Possible causes and solutions:
1. Token limits reached
- Break your query into smaller parts
- Summarize previous context before continuing
- Switch to a model with a longer context window (e.g., Claude)
2. Connection interruption
- Check your internet connection
- Refresh the page and try again
Issue: AI provides incorrect or hallucinated information
Possible causes and solutions:
1. Model limitations
- Remember that AI models have knowledge cutoff dates
- Verify important information from authoritative sources
- Try a different model for a second opinion
2. Unclear prompting
- Be more specific in your instructions
- Provide more context in your queries
- See our guide on effective prompting
Issue: Model is responding too slowly
Possible causes and solutions:
1. Complex query processing
- More complex queries take longer to process
- Try breaking down complex questions into simpler ones
2. Model selection
- Some models are faster than others (e.g., Mistral and GPT-3.5 are typically faster than GPT-4 or Claude Opus)
- Switch to a faster model for less complex tasks
3. System load
- During peak usage times, responses may be slower
- Try again during off-peak hours
Document and File Issues
Issue: Document upload fails
Possible causes and solutions:
1. File size limitations
- Ensure your file is under 25MB
- For larger documents, try splitting them into smaller files
2. Unsupported format
- Check that you're using a supported file format (PDF, DOCX, TXT, etc.)
- Convert your file to a supported format
3. File corruption
- Verify that your file isn't corrupted
- Try resaving or re-exporting the file
Browser-Specific Issues
Chrome
- Ensure JavaScript is enabled
- Try disabling hardware acceleration if you experience performance issues
Firefox
- Check that Enhanced Tracking Protection isn't blocking necessary scripts
- Ensure cookies are allowed for the PolyLogue domain
Safari
- Enable JavaScript in Safari preferences
- Allow cross-site tracking during your session
Edge
- Clear browser cache and site data
- Disable "Enhance your security on the web" for our site
Still Need Help?
If you're still experiencing issues after trying these solutions:
1. Check our more detailed troubleshooting guides
2. Visit our community forum to see if others have had similar issues
3. Contact our support team with details of your issue
When contacting support, please include:
- Your account email
- Description of the issue
- Steps to reproduce the problem
- Any error messages you receive
- Screenshots if applicable