> ## Documentation Index
> Fetch the complete documentation index at: https://docs.mithunai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot MITHUNAI Chat

> Fixes for MITHUNAI Chat: sign-in refused, the Knowledge tool missing or failing, answers that cite nothing of yours, a failing model, files refused.

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](https://docs.mithunai.com/administration/invitations.md) |
| 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](https://docs.mithunai.com/administration/password-reset.md) |
| 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under **MCP Servers**, or fails to connect | Chat cannot reach your knowledge, usually because its Member API key was revoked | An Owner or Administrator creates a new Member key and gives it to whoever runs your Chat; see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](https://docs.mithunai.com/chat/administration.md#the-two-keys-behind-chat) |
| 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](https://docs.mithunai.com/knowledge/sources.md) and re-sync; [Coverage gaps](https://docs.mithunai.com/analyze/coverage-gaps.md) lists such questions |
| The tool lists no assistants | Your organisation has no assistant, or all are archived | [Create an assistant](https://docs.mithunai.com/assistants/configure.md) in the console |
| The ask is refused for the monthly limit | Your organisation has used its [monthly answers](https://docs.mithunai.com/analyze/usage-and-limits.md) | 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](https://docs.mithunai.com/chat/models.md#why-a-model-is-missing) |
| 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](https://docs.mithunai.com/gateway/virtual-keys-and-budgets.md) |

## 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](https://docs.mithunai.com/knowledge/file-uploads.md) in the console |
| There is no web search, code execution or file search | They are switched off | See [What is switched off, and why](https://docs.mithunai.com/chat/administration.md#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](https://docs.mithunai.com/resources/troubleshooting.md) covers the console, sources and
answers.


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