Fix knowledge problems
A document will not index, a source will not sync, or the agent answers from the wrong words.
Updated Oct 14, 20262 minute read
| Symptom or message | Cause | Fix |
|---|---|---|
| A document shows Indexing | It is still being processed. The agent cannot use it yet | Wait |
| Indexing needs Standard or Pro, so new documents won't be searchable yet. | The organization is on Explore | Upgrade on Billing |
| Indexing is paused until you add credits, so new documents won't be searchable yet. | The organization is out of credits | Add credits on Billing |
| Failed, and the document says "Indexing is paused. Check available credits or try again later." | The organization was on Explore, or out of credits, when it indexed | Upgrade or add credits, then open the document and press Try again |
| This file format cannot be imported. Try a text-based PDF, Markdown, or plain text file. | Unsupported file | Convert it and upload again |
| This file is password protected. Remove the password first. | Encrypted file | Remove the password and upload again |
| This document could not be read. Export a new copy and upload it again. | Damaged file | Export again |
| This document exceeds the conversion limit. Split it into smaller files. | File too large to convert | Split it |
| A Needs fixing item on Home says a repository is not syncing | GitHub sync failed | Check the Median GitHub App can still see the repository. See Connect knowledge sources |
| Notion will not show this page. Share it with Median, then try again. | The page is not shared with Median | Share it in Notion |
| The Notion connection expired. Connect it again, then retry. | Notion access lapsed | Reconnect Notion |
| Website import is disabled, with "Available on Standard and Pro." | Explore plan | Upgrade |
| Answers quote an old version of a GitHub or Notion page | Repositories refresh at most once a minute and Notion at most every 15 minutes, when the agent starts a reply | Press Sync all on Knowledge → Sources |
| Answers never link the page | The document has no published link | See Let the agent link your docs |
| The agent does not know something | Nothing in Knowledge covers it | Add a document. See Build your knowledge base |
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