# Fix knowledge problems

A document will not index, a source will not sync, or the agent answers from the wrong words.

| 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](/articles/manage-your-plan-and-credits#plans) |
| 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](/articles/manage-your-plan-and-credits) |
| **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](/articles/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](/articles/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](/articles/build-your-knowledge-base) |

More in [Build your knowledge base](/articles/build-your-knowledge-base).