Troubleshooting

This page collects solutions for the issues we see most often. If your problem isn't here, please contact support.

Upload & processing

A file is stuck in "Pending" or "Processing"

• Check duration – Large Office documents take several minutes. Videos can take 1–10 minutes because they're transcribed.
• Sync status on the page – Synced pages show their current state inline. For individual files the status badge in the file list reflects progress. If something is stuck for more than 30 minutes, the OAuth token has usually expired or processing is paused for maintenance – reconnect the integration or retry shortly later.
• Fix – Delete and re-upload. If it sticks again, contact support.

"Failed" status

Common causes:

• Protected or password-secured PDF.
• Corrupt file – Open it locally in another reader, save it again, re-upload.
• File too large – See limits in Documents & Files.
• Format not supported.

On the file detail page the action menu offers an option to retry indexing.

My uploaded file doesn't appear in search

• Status must be "Indexed", otherwise it's not yet available to AI search.
• Are you actually a member of the workspace/page where the file lives?
• Is the internal search mode enabled? In pure web mode internal documents are ignored.

Chat / AI answers

"No answer found" or the answer cites nothing

• The file is probably still being processed. Wait and ask again.
• Your question might be outside the available knowledge. Try Web or Hybrid mode.
• In MCP mode the selected MCP server must be Active – see Settings → MCP Servers.

Answer takes very long or breaks off

• Your connection might be unstable. SKH streams answers; on disconnect use Regenerate.
• For BYOK profiles the third-party provider might rate-limit you. Check your token / daily quota at the provider.

Answer contains outdated information

• Your knowledge base might be stale. Re-sync the source folder (OneDrive/GDrive/SharePoint) or upload updated files.
• In web mode the cache can return older content. Reword the question slightly to bypass the cache.

A "model switch" divider suddenly appears

That's not a bug: SKH documents every model change mid-chat as a visible divider so it's clear which model produced which answer. See Chat Interface.

Amber strip at the top of the chat

You currently have a BYOK model selected. Data is sent to an external provider. Switch to an SKH Standard model (e.g. Kimi K2.5) for Swiss data residency.

Permissions & access

"Access denied" on a workspace or page

• You aren't a member of the workspace. Ask a workspace admin to add you.
• For SharePoint pages access can be revoked automatically based on your SharePoint permissions. Check with your M365 admin whether you have the right rights in SharePoint.
• Your custom role might be missing the required permission (e.g. no "read file").

Buttons like "Upload" or "Delete" are disabled

• Your role lacks the corresponding permission.
• On the chat file-upload button: the active model doesn't support that file type. Switch e.g. to Kimi K2.5.

My account doesn't appear in the member list

• You might not have accepted the invitation. Owners see pending invitations under Settings → Members. An unused invitation expires after 7 days.

Sync (OneDrive, Google Drive, SharePoint)

A sync job is stuck

• The token may have expired. Owners should disconnect and re-authorise the integration in Settings → Integrations.
• The source folder may have been moved or deleted.

A file from OneDrive/SharePoint is missing in SKH

• Sync runs incrementally. A file added recently only appears after the next sync run. Owners can trigger a manual sync.
• For SharePoint, SKH only sees what your OAuth permissions allow. If the file lives in a site the signed-in user has no access to, it doesn't surface.

Page members vanish unexpectedly

For SharePoint pages SKH automatically mirrors SharePoint permissions. Anyone losing access in SharePoint loses it in SKH. This is intentional; fix it in SharePoint, not in SKH.

MCP servers

Server status "Error"

• Click the server in Settings → MCP Servers to read the last error message.
• For STDIO servers: is the command tool available?
• For HTTP servers: is the URL reachable? Are auth headers correct?
• Use the Test button to re-check the connection immediately.

A tool isn't offered in chat

• Is MCP mode active? Check the search-mode toggles in the input bar.
• Does your member/group have permission for that tool? Owners manage this per tool.

Billing

"Card declined"

• Check expiry date.
• Did you confirm the 3-D Secure prompt in your bank's app? Retry and confirm the push notification.
• Several failed attempts pause the subscription. Owners see a banner on the dashboard.

Cannot change plan

• During trial, a payment method must be on file before upgrading.
• Downgrade below current usage: reduce members or storage first.

Web search doesn't work

• Daily limit reached? Owners see usage in Billing → Usage.
• LLM scope doesn't allow external search? Check Settings → LLM Scope.

Login & auth

Login fails

• E-mail not yet verified – check the verification link (also in spam).
• Password reset doesn't work – the outgoing mail service might be blocked. Try again or contact support.
• Account deactivated – owners can deactivate/reactivate accounts in Settings → Members.

Organisation switch doesn't work

• Clear cookies and sign in again if the switch gets stuck.
• You may have lost access (owner removed you from the organisation).

Performance

App feels slow

• Clear browser cache, reduce tabs.
• Very large workspaces (100k+ files) take longer. Consider splitting them.
• Global search is paginated internally – type more specific search terms.

PDF viewer doesn't render

• Some PDFs use exotic fonts. Try "Save as" / "Print to PDF" locally to reflow the file, then re-upload.
• Check the browser console for errors.

Escalation

If nothing helps:

1. Reproducible steps – Note exactly what you clicked, in which workspace, with which model.
2. Browser console – F12 → Console; the actual error often surfaces there.
3. Status codes – HTTP status of the failing request (DevTools → Network).
4. File a ticket – Via the support link in the sidebar or by e-mail. Include organisation slug, member e-mail and timestamp – this dramatically speeds up triage.