--- title: "Troubleshooting" description: "Fix a resource that failed, an assistant that finds no answer, a refused question and the most common API errors, with the exact messages Lookio shows." canonical: "https://lookio.app/docs/guides/troubleshooting" updated: "2026-11-08" --- # Troubleshooting ## A resource shows Failed Open the resource and read its **status detail**. Over the API it is `status_detail`. | Detail or cause | What to do | | ------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------- | | A format message such as "Old Word files (.doc) are not supported" | Convert the file as the message says. See [File formats](/docs/guides/file-formats). | | "This file is 60 MB. The limit for a PDF file is 50 MB." | Split the file, or reduce it. Limits are per format. | | "Your plan's limit of 125,000 words stored is reached" | Delete resources you do not need, or change plan. See [Word allowance](/docs/guides/resources#word-allowance). | | "This page does not exist (404 error)." | Check the address. | | "This address is not public" | Lookio reads only public pages on the internet. | | "Indexing could not start. Use Re-index to try again." | Choose **Re-index**. | | "Indexing failed. Try again in a few minutes" | Choose **Re-index**. If it fails again, contact support with the resource id. | ![A failed resource sheet with the reason circled under its status](/docs/images/app/resource-failed.webp) After you fix the cause, choose **Re-index**, or call [`POST /v1/resources/{resource_id}/reindex`](/docs/api/resources/reindex-resource). Some pages stay unreadable: empty pages, or pages that block robots. Add their content as a text or as a saved file. ## A website imported fewer pages than expected - Open the resource, choose **Manage sitemap** and check each page's state. Choose **Retry failed pages** for the failed ones. - Check your rules. **Exclude** always wins over **Include**. Rules apply to the path, not the full address. See [Websites](/docs/guides/websites#rules). - Lookio leaves out the pages that `robots.txt` forbids. - A site has at most 10,000 pages. At the limit, narrow the rules. ## No answer found An assistant that cannot find an answer says so. The question is charged like any other: the model still read your resources and wrote the reply. If you expected an answer: 1. **Is the resource `ready`?** The assistant skips a resource that is still indexing. 2. **Does the assistant read it?** Check its knowledge mode. In **Chosen resources**, the resource must be on the list. In **Resources with tags**, the assistant must follow one of the resource's tags. 3. **Is the passage there?** Open the resource and read the text. A scanned page or an image can give no text. The resource lists what Lookio could not read. 4. **Is the question specific?** Ask with the words your documents use. 5. **Try Deep mode** for a question with several parts. ## A question is refused | Message or code | Cause and fix | | ------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `insufficient_credits` | The balance is lower than the price of the answer. Add credits in Billing. In the CLI, exit code `7`. | | `assistant_has_no_resources` | The assistant reads no resource, or none is ready yet. Nothing was charged. Give it resources, wait until they are `ready`, then ask again. In the CLI, exit code `6`. | | `permission_denied` | Your account does not have a permission, for example to use the API or MCP. Ask a workspace admin. | | `resource_not_found` "This assistant is not accessible." | The assistant does not exist, or you cannot use it. | | `resource_not_found` "Conversation not found for this API key (and end user)." | The conversation was deleted or expired, or belongs to another key, assistant or `end_user`. Continue it with the key, assistant and `end_user` that started it. | | `invalid_request` "Provide either a conversation or a history, not both." | Send one or the other. | | `invalid_request` "A conversation cannot be continued with store set to false." | `store: false` keeps nothing to continue. Remove one of the two. | | `invalid_parameter` on `end_user` or `store` | `end_user` is 1 to 200 characters of letters, digits and `. _ @ : + -`. Only API keys can send these two fields. | | `feature_not_available` "Thumbs on a personal chat" | Thumbs work on an API key's conversations, not yet on a person's own chats. | ## An API call fails Read `error.code` and `error.message` in the response. All errors use one format. See [Errors](/docs/developers/errors). The most common causes: - `authentication_required` or `invalid_api_key`: the `Authorization: Bearer` header is missing, or the key is wrong. - `insufficient_scope`: the key does not have the scope that the call needs. Check `credential.scopes` with `GET /v1/account`. See [Authentication](/docs/developers/authentication#scopes). - `rate_limited`: wait for the `Retry-After` header. See [Rate limits](/docs/developers/rate-limits). - `conflict`: an assistant still uses the resource, a widget still uses the assistant, or an `Idempotency-Key` was used again for a different request. - `method_not_allowed`: the endpoint does not accept that HTTP method. The `Allow` header lists the methods it accepts. When you contact support, include the `request_id` from the response. ## The CLI cannot sign in Run `lookio doctor`. It checks the connection, your credential, the CLI version and the clock, one by one. See [Authentication](/docs/developers/cli/authentication).