AI Assistant troubleshooting
The messages you can meet in the AI Assistant, what they mean, and how to fix them.
Messages and fixes
| Message | What it means | What to do |
|---|---|---|
| 'The AI assistant is switched off for this company.' | AI enabled is cleared in Settings > General. | An administrator ticks AI enabled. |
| 'The AI assistant is temporarily unavailable. Your ERP remains fully available.' | The model could not be reached, or the key or model is invalid. | Retry. An administrator checks the key with Test connection. |
| 'Add an API key to use Claude, or choose the built-in engine.' | Claude is chosen but no key is saved. | Save a key in Settings > Models, or choose a2N built-in. |
| 'The API key was refused.' | The key is wrong or expired. | Paste a valid key and test again. |
| 'You are sending messages faster than the company allows. Wait a moment and try again.' | The messages-per-minute limit was reached. | Wait a minute, or ask an administrator to raise the limit. |
| 'You don't have permission to see that, so I can't answer it.' | You lack the permission the question needs. | Ask for the permission, or ask a colleague who has it. |
| 'Your role may use the assistant but not ask it to make changes.' | You have ai.use but not ai.act. | Ask an administrator for ai.act. |
| 'Your login is not linked to an employee record.' | Personal questions need a linked employee. | Ask an administrator to link your user to an employee. |
| 'Only the person who asked for this can confirm it.' | Someone else tried to confirm your proposal. | Ask in your own chat. |
| 'This proposal expired. Ask again for a fresh one.' | The card is older than 24 hours. | Ask again. |
| 'You no longer have permission for this action.' | A permission was removed after the proposal. | Ask an administrator, then propose again. |
| 'Write actions are switched off in AI Settings.' | Write actions are cleared in Settings > General. | An administrator ticks Write actions enabled. |
| '<name> already exists as <code>.' | The customer is already in the system. | Open the existing record. |
| 'Which products and quantities should the quotation have?' | A quotation needs lines. | Say the products and quantities. |
| 'The quantity for Laptop must be more than zero.' | A line has quantity zero. | Give a quantity above zero. |
| 'I found 2 customers matching "Gulf Retail". Which one?' | The name matches more than one record. | Pick one of the candidates. |
| 'No active customer matches "ZZZ Nobody".' | Nothing was found. | Check the spelling. |
| 'The Sales Agent agent isn't allowed to use that. Try the General ERP Agent.' | The agent blocks that tool. | Switch agent. |
| 'Files must be no larger than 10 MB.' | The file is above the Max file size. | Use a smaller file, or ask an administrator to raise the limit (up to 50 MB). |
| 'That file type is not supported. Use PDF, Excel, CSV, Word, text, JSON, XML, ZIP or an image.' | The format is not accepted. | Convert the file. |
| 'There is no text to index. Type it, or upload a document with text in it.' | A knowledge document has no text, such as a scanned PDF. | Paste the text, or use a PDF with text. |
| 'This file is in the knowledge base. Remove it there first.' | You tried to delete a knowledge file from My Files. | Remove the knowledge document first. |
| 'An agent with this code already exists.' | The agent code is taken. | Use another code. |
| 'The endpoint must be an http(s) URL.' | The MCP address does not start with http:// or https://. | Correct the address. |
| 'The sse transport is not supported yet; use Streamable HTTP.' | The chosen transport is not available. | Choose Streamable HTTP. |
| 'Somebody else changed these settings. Reload and try again.' | Another administrator saved first. | Reload and repeat your change. |
| 'Live voice is not set up. An administrator adds a Google Gemini key in AI Settings > Live voice.' | No Google key is saved. | Add the key and test it. |
| 'Agents is disabled for this company.' | The Agents feature is off. | A company administrator switches it on in Applications > AI Assistant. |
If a message is not listed
- Check that you hold ai.use, and ai.act for changes.
- If your answers look out of date at the start of the day, remember that the assistant uses the server date for 'today'.
- If a setting seems to have no effect, it may be stored but not enforced yet. See the Good to know section of AI Settings.