Version: Release SaaS

Ask Release Troubleshooting

Use this guide to diagnose and resolve errors you may encounter while using Ask Release.

General Troubleshooting

Before investigating a specific error, try these steps first:

Error Message	Cause	Resolution
`Sign in required` / `Your session has expired`	Session expired, invalid token, or not signed in.	Sign in again. If the issue persists, clear browser cache and cookies.
`You don't have permission to access`	Your account lacks the required role or permissions.	Contact your Release administrator to verify your roles and request access.

Error Message	Cause	Resolution
`Connectivity issue`	No response received from the AI service within the expected timeframe.	Resend your message. Check your network connection and firewall rules.
`Stream connection error`	Connection lost while the response was being streamed.	Resend your message. Check for network instability. Try after some time. Contact support if it persists.
`Health check error`	Ask Release could not verify AI service availability.	Refresh the page. Check your network connection. Contact support if it persists.
`Conversation messages loading error` / `Conversation opening error` / `Conversation stopping error`	Network issue during conversation operations.	Refresh the page. Check your network. Start a New chat if needed.

Error Message	Cause	Resolution
`Response timed out`	The AI service did not generate a complete response in time.	Resend your message. Rephrase your question to be shorter or more specific.
`Connection interrupted`	Connection dropped during response generation.	Resend your message. Contact support if it recurs.
`Couldn't generate a response`	Unexpected error on the AI service side.	Resend your message. Contact support if it persists.
`Stream event error`	AI service issue during streaming, such as capacity limits.	Wait a few moments and resend your message.

Error Message	Cause	Resolution
`Ask Release couldn't process that message`	Message too long or complex.	Shorten or rephrase your question. Break complex queries into smaller ones.
`AI service authentication failed`	AI service rejected authentication credentials.	Contact your Release administrator to verify the AI service configuration.
`AI model unavailable`	Configured AI model is unavailable.	Try again later. Contact your administrator if it persists.
`AI service is busy`	High demand on the AI service.	Wait a moment and resend your message. Contact support if it continues.
`AI service temporarily unavailable`	Temporary AI service outage.	Wait a moment and resend your message.
`Couldn't reach the AI service`	Unexpected communication error with the AI service.	Resend your message. Contact support if it persists.

Error Message	Cause	Resolution
`Message limit reached`	Rate limit exceeded.	Wait before sending more messages.
`Too many active chats are running`	Too many simultaneous Ask Release conversations across browser tabs.	Close other tabs with active Ask Release sessions. Wait for ongoing responses to complete.

Error Message	Cause	Resolution
`Conversation not found`	Conversation no longer exists or is inaccessible.	Refresh the page. Start a New chat.
`Failed to fetch conversations`	Network issue loading conversation history.	Refresh the page. Check your network connection.
`An error occurred while renaming the conversation` / `An error occurred while deleting the conversation`	Network issue or conversation no longer exists.	Refresh the page and retry.

Error Message	Cause	Resolution
`Request timed out`	Service took too long to respond.	Resend your message. Try a shorter or simpler question.
`Couldn't complete the request`	Unexpected server error.	Resend your message. Contact support if it persists.

If the issue persists after following the steps above, contact Digital.ai Support.