FAQs & Troubleshooting#

Q1: Blank page after login#

Possible cause: Expired or corrupted token.

Solution:

1. Clear neurexio_token, neurexio_refresh_token and neurexio_user from the browser's localStorage
2. Log in again

Q2: AI Copilot can't send messages#

Possible causes:

• Platform admin accounts don't support the AI assistant
• The LLM model isn't configured or the API key is invalid
• Network connectivity issues

Solution:

1. Confirm the current account is a tenant user (not a platform admin)
2. Ask your admin to check the LLM configuration
3. Check your network connection
4. When a single provider fails, the system automatically switches to another available provider; if the problem persists, ask the platform admin to check each provider's health status on the "LLM Provider Management" page (hover the Abnormal tag to see the failure reason)

Q3: Knowledge search returns no results#

Possible causes:

• The knowledge base hasn't finished embedding
• The search terms aren't relevant to the knowledge content

Solution:

1. Check the knowledge base's embedding task status (should be completed)
2. Try different search terms
3. Confirm the knowledge base contains completed documents

Q4: Assessment publishing fails#

Possible cause: Publishing preconditions aren't met.

Solution:

1. Confirm all stages were completed in order: draft → interview → evidence → scoring → review
2. Confirm scoring conflicts have been resolved
3. Confirm all required evidence has been uploaded

Q5: Currency displays incorrectly#

Possible cause: The currency setting isn't configured correctly.

Solution:

1. Go to Platform Management → System Settings and check the currency setting
2. Switch the currency and refresh the page

Q6: AI Dock doesn't appear#

Possible causes:

• The Copilot panel is open and unpinned
• Page scrolling is covering the Dock

Solution:

1. Close the Copilot panel and the Dock will appear automatically
2. The Dock also shows when the Copilot panel is pinned

Q7: Invite code is invalid#

Possible causes:

• The invite code has expired
• Its usage count has reached the limit
• The invite code is misspelled

Solution:

1. Confirm the invite code is spelled correctly (case-insensitive)
2. Ask the admin to confirm the code's status
3. Request a new invite code

Q8: WebSocket connection fails#

Possible cause: Network firewall or proxy restrictions.

Solution:

1. Check your network connection
2. Confirm the WebSocket port isn't blocked by a firewall
3. The system reconnects automatically (status: connected → disconnected → reconnecting)

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Still stuck? Submit a ticket via the headset icon in the top bar — platform admins will be notified by email and handle it as soon as possible.