Troubleshooting and Support
If something does not work as expected, this chapter offers solutions for common problems.
Common Problems and Solutions
Questions about understanding and usage are answered in the FAQ sections of the chapters, e.g. Chat, ToDos, and Information. This chapter is dedicated to error messages, error IDs, and unexpected behavior.
Login and License
incoreon logs out on its own
Symptom: incoreon logs out without warning; the login page appears.
Cause: The session has expired. For security reasons, the session ends after a certain time without use.
Solution: Log in again. Unsent inputs and running answers are lost – running automations are not affected: They continue independently of your own session (see Automation and Workflows).
The “No active License” page appears
Symptom: After logging in, the “No active License” page appears. The note recommends contacting your company's administrator.
Cause: Your account currently has no valid license assigned – e.g. because the license has expired or the account was newly set up.
Solution: Contact your company's administrator. Only the administrator can check and activate the license (see Roles and Permissions).
Chat and Agents
The agent is greyed out and cannot be selected
Symptom: In the agent selection in the chat, an agent is greyed out. If it is nevertheless selected, the chat input area is locked and the notice “The agent you have selected has reached their monthly cost limit.” appears.
Cause: Two causes are possible:
- The agent has reached its monthly cost limit.
- Your account lacks access rights to one of the agent's sub-agents.
The reason appears in the agent's tooltip – the small info box that opens when hovering over it with the mouse pointer.
Solution:
- Cost limit reached: Select a different agent, chat without an agent, or have the cost limit increased (see Behavior When the Cost Limit Is Reached and Guide: Changing an Agent's Cost Limit).
- Missing access rights: The administrator adjusts the access rights to the sub-agent (see Missing Access Rights for Sub-Agents).
“The context limit has been reached”
Symptom: The notice “The context limit has been reached” appears in the chat.
Cause: The chat has reached the maximum length the agent can process. The entire conversation so far is sent again with every message – at some point it no longer fits.
Solution: Start a new chat. Important content from the old chat can be carried over, e.g. by copying the crucial answer or uploading it as a file into the new chat (see Uploading Files).
An error message appears instead of an answer
Symptom: Instead of the expected answer, an error message with an error ID appears in the chat.
Cause: An error occurred while accessing the language model, e.g. an interruption or a request that was too long. The cause can also lie with the provider of the language model.
Solution:
- The request is sent again via
(“Try again...”). Many errors are temporary. - If the error message appears again, shorten or simplify the request – long messages and many files favor errors.
- If the error persists, contact support with the error ID (see Contacting Support).
A notification reports an error
Symptom: A short error message appears at the edge of the screen, e.g. “An unexpected error has occurred”, together with an error ID.
Cause: An action could not be completed, e.g. saving a setting.
Solution: Reload the page and repeat the action. If the error occurs again, contact support with the error ID (see Contacting Support).
Files
“The file … is too large. The maximum size is 20MB.”
Symptom: When uploading to the chat, a notice appears stating that the file is too large.
Cause: The file exceeds the maximum size of 20 MB per file.
Solution: Reduce the size of the file or split it up, e.g. a PDF into individual chapters. Then upload it again (see Uploading Files).
“File size limit reached”
Symptom: The notice “File size limit reached” appears when uploading.
Cause: A maximum of 50 files may be uploaded per message.
Solution: Distribute the files across several messages. The first message's processing can be awaited before the remaining files follow.
“Invalid file format”
Symptom: When uploading, a notice appears stating that the file format is not supported.
Cause: The file type is not supported. In the chat, these are PDF, DOCX, PPTX, XLSX, CSV, PNG, and JPG/JPEG. In an agent's knowledge, XLSX and CSV files are additionally not allowed (see Adding Knowledge).
Solution: Convert the file into a supported format, e.g. save an older DOC file as DOCX.
Knowledge: “The file has too many pages”
Symptom: When uploading to an agent's knowledge, a notice appears stating that the file has too many pages. A maximum of 500 pages are allowed.
Cause: The file exceeds the maximum of 500 pages.
Solution: Split the file into smaller parts and upload the parts individually (see Adding Knowledge).
Knowledge: “The file could not be processed”
Symptom: A file uploaded to an agent's knowledge shows an error despite a completed upload.
Cause: The background processing failed, e.g. because the file is damaged or password-protected.
Solution: Remove the file and upload it again after checking it – damaged files are re-exported, password-protected ones decrypted. If this does not help, use a different file or contact support.
Connections and Automation
“To use the agent, your … account must be connected.”
Symptom: When sending a message, a notice appears stating that an account must be connected.
Cause: The agent uses a capability that requires signing in to a service – e.g. Microsoft – and the personal account is not yet connected or the connection has expired.
Solution: Click “Connect now” and complete the sign-in. Expired connections can be renewed in the profile (see Renewing a Connection).
“Connection failed” when setting up a custom capability
Symptom: When testing an MCP server for a custom capability, the connection test fails.
Cause: The MCP server is currently unreachable – or it does not support the required technology: MCP servers must be reachable via HTTPS and support “streamable_http”.
Solution: Check the address for HTTPS and verify that the server is reachable. If the server is set up correctly, repeat the connection test later. Details on setup can be found under Adding Custom Capabilities via MCP Servers.
An automation's schedule cannot be saved
Symptom: When creating or editing an automation, the schedule is not accepted; the notice “The entered schedule is invalid.” or “The end date must not be earlier than the start date.” appears.
Cause: The entered schedule is not a valid entry – or the end date lies before the start date.
Solution: Correct the schedule until the preview shows a matching description; set the end date to a date after the start date or leave it empty (see Trigger via Schedule).
“Pop-up blocked”
Symptom: When connecting an account or opening a file, a notice appears stating that the browser has blocked a pop-up.
Cause: The browser blocks the sign-in or view window opened by incoreon.
Solution: Allow pop-ups for incoreon in the browser – when a window is blocked, the browser bar shows a message with an option to allow it. Then repeat the action.
Notifications
No emails arrive about new to-dos or information items
Symptom: To-dos or information items are assigned, but no email notification arrives.
Cause: Email notifications are switched off, or the emails end up in the spam folder. In addition, your own items do not trigger an email.
Solution:
- Check the email notifications in the profile and switch them on (see Setting Up Email Notifications).
- Check the spam folder; if necessary, mark senders as safe.
- Check whether the email is only intended for assigned items (see Profile FAQs).
Error Messages and Their Meaning
When an error occurs, incoreon shows an error ID alongside the error message – e.g. “Error ID: 4f9a2b7c-…”. The error ID is a unique identifier of exactly this error. It should be included in every support request: only with it can the error be clearly traced in the system (see Contacting Support).
The following table lists the most common error messages with their meaning and remedy:
| Message | Meaning | Remedy |
|---|---|---|
| “The context limit has been reached” | The chat has become too long for the agent. | Start a new chat (see Chat and Agents). |
| “The cost limit for this agent has been reached.” | The agent has reached its monthly cost limit. | Select a different agent or have the cost limit increased (see Behavior When the Cost Limit Is Reached). |
| “The request limit has been reached. Please wait a moment and try again.” | Too many requests were sent in a short time. | Wait briefly and send the request again. |
| “The language model did not answer in time. Please try again.” | The language model took too long. | Send the request again. |
| “Your request violates the content policies of the language model.” | The request is rejected by the language model. | Rephrase the request and send it again. |
| “OAuth sign-in required” | A connected sign-in is missing or has expired. | Connect the account via “Connect now” or renew the connection (see Renewing a Connection). |
| “Missing permissions” | Your account is not allowed to access the requested function. | Ask the administrator for the required rights (see Roles and Permissions). |
| “Authentication failed” | The login could not be confirmed. | Log in again; if the error persists, contact support. |
| “Service unavailable” | incoreon or a service is temporarily unreachable. | Try again later; if it persists, contact support. |
| “An unexpected error has occurred” | Technical error without a specific cause in the message text. | Repeat the action; otherwise contact support with the error ID. |
Contacting Support
The fastest route to a solution follows this order:
- FAQ section of the chapter – usage and understanding questions (see e.g. Chat).
- This chapter – error messages and unexpected behavior (see Common Problems and Solutions).
- Support – everything that cannot be solved with this.
So that support can help, include the following in a request:
- the error ID from the error message (see Error Messages and Their Meaning)
- a screenshot of the error message or the problem
- date and time of the occurrence
- a short description: What was done, and what happened instead?
- the affected agent or chat or the work step
- the browser used and, if possible, the operating system
Contact channels: