Troubleshoot MITHUNAI Chat

Most problems in MITHUNAI Chat come from one of four places: your account is not in the organisation the Chat serves, the Knowledge tool is not switched on or its key no longer works, the chosen model is not one your provider serves, or a file is not a type Chat accepts. Find the symptom below.

Signing in

What you see	Why	What to do
This account is not a member of the organisation this application belongs to.	Each Chat serves one organisation, and this account is not in it	Sign in with your account in that organisation, or ask its Owner or Administrator to invite you
The sign-in page does not accept your password	Chat uses your MITHUNAI password	Use Forgot password? on the sign-in page; see Password reset
You signed out of the console but Chat is still signed in	Chat learns of a sign-out elsewhere only when it next renews the sign-in, and only once single sign-out reaches your deployment	Choose Log out in Chat; once single sign-out is live, it follows within about fifteen minutes

Answers from your knowledge

What you see	Why	What to do
The reply has no citations	The model answered from its own general knowledge, without the Knowledge tool	Select Knowledge under MCP Servers, and ask “using our knowledge”; check the reply shows a Knowledge step
Knowledge is not listed under MCP Servers, or fails to connect	Chat cannot reach your knowledge, usually because its Member API key was revoked	An Owner or Administrator creates a new Member key and gives it to whoever runs your Chat; see Administration
The tool says your knowledge does not cover the question	The assistant abstained: your content does not answer it	Add the content to a source and re-sync; Coverage gaps lists such questions
The tool lists no assistants	Your organisation has no assistant, or all are archived	Create an assistant in the console
The ask is refused for the monthly limit	Your organisation has used its monthly answers	Searching still works; asking resumes next month or when the allowance is raised
The answer is out of date	The source has not re-synced since the page changed	Re-sync the source in the console

Models

What you see	Why	What to do
The first message fails with “not found” or a provider refusal	`auto` chose a model your provider account is not entitled to	Choose a named model from the menu; ask your administrator to make a working model the default
The model you want is not in the menu	No provider for it is set up in the Gateway	Ask your platform administrator; see Choose a model
Replies stop with a limit or budget message	The Gateway’s cap for your organisation’s key was reached	Ask your platform administrator; see Virtual keys and budgets

Files and features

What you see	Why	What to do
A file is refused	Only text, Markdown, CSV, PDF, PNG, JPEG and WebP are accepted, up to five files of 10 MB each and 25 MB in all	Convert it, for example to PDF, or split it
An attached file is not found by the Knowledge tool	Attachments join one turn; they are not added to your knowledge	Upload it as a source in the console
There is no web search, code execution or file search	They are switched off	See What is switched off, and why
A colleague cannot open a thread link you shared	Shared links open only for people signed in to your organisation’s Chat	Check they are a member of your organisation and signed in
Chat’s colours do not match your new branding	Chat reads your branding when it starts	It updates at Chat’s next restart; ask your MITHUNAI contact if it is urgent

Still stuck

Note what you did, what you saw and when, and contact your MITHUNAI contact. Never send an API key or a password. General troubleshooting covers the console, sources and answers.

​Signing in

​Answers from your knowledge

​Models

​Files and features

​Still stuck

Signing in

Answers from your knowledge

Models

Files and features

Still stuck