> ## Documentation Index
> Fetch the complete documentation index at: https://docs.jaaxis.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot knowledge and file processing

> Resolve rejected files, stuck processing, website discovery failures, missing answers, and conflicting Jaaxis knowledge.

Use the symptom below to find the safest next step.

<AccordionGroup>
  <Accordion title="A file is rejected">
    Confirm the file is PDF, DOCX, XLSX, CSV, or TXT and no larger than 15 MB. Re-export damaged or password-protected files before uploading.
  </Accordion>

  <Accordion title="A source stays in processing">
    Wait for the status to update, then reload **Trained**. If it remains unchanged, avoid uploading duplicate copies; retain the source name and contact Jaaxis with the time of the attempt.
  </Accordion>

  <Accordion title="Website discovery cannot read the site">
    Use a complete public http or https URL. Try the canonical page rather than a redirect, and confirm the page is reachable without login. Private, local, and restricted addresses are not accepted.
  </Accordion>

  <Accordion title="The correct source exists but is not used">
    Keep the entry focused, include the words customers use, remove contradictions, confirm it is active and within its schedule, then retest in Preview.
  </Accordion>

  <Accordion title="The answer combines old and new policy">
    Search for every version of the policy. Update or deactivate the outdated entries so only one active source defines the fact.
  </Accordion>
</AccordionGroup>

## Information to collect before contacting Jaaxis

Record the agent name, source name or URL, source type, approximate attempt time, visible status, and a sanitized test question. Never send the original file when it contains sensitive data unless Jaaxis provides an approved secure method.