Reference

Troubleshooting

The handful of things that come up, and how to resolve them. If none of these fit, the red support button in the assistant’s Help centre reaches a person.

A licence warning is showing

The assistant stays licensed by checking in with Naxis. A warning means it hasn’t been able to reach us recently — almost always the server has lost outbound internet.

Confirm the server can reach the internet (a domain doesn’t matter here — this is outbound, not inbound).
Check any firewall or proxy allows HTTPS out to naxistechnologies.com.
Once connectivity is back, the warning clears on the next check-in. You have a long grace period, so a short outage is harmless.

People can’t reach the assistant / no HTTPS

This is about the public address, which is separate from licensing.

Self-hosted: point a domain’s A record at the server and re-run the installer — HTTPS is issued automatically. Then set that domain as your public address in Settings. See Install on your server.
Managed: your address is provided by Naxis with HTTPS already in place. To use your own domain, ask your Naxis contact.

Invitation or reset emails aren’t arriving

Check Settings → Email (SMTP) is filled in, and use Send test.
Confirm the mailbox credentials and that the provider allows SMTP sending.
You can always hand someone their activation link directly — it’s shown in the console when you invite them, so a mail problem never blocks onboarding.

New documents aren’t showing up in answers

Indexing runs on a schedule. Check Background activity — a sweep may be in progress.
Confirm the document is inside a connected source and in a supported format.
Confirm the asker has access to that source — if they don’t, they won’t see it in answers even though it’s indexed.

An answer was refused, but the information exists

The assistant only answers from connected material the asker can read. If it refused: the source may not be connected, not yet indexed, or not shared with that person. Connect or share it, wait for the next sweep, and try again.

An update seems stuck

Updates back up first, health-check, and roll back on failure — so a “stuck” update is rare and self-correcting. Don’t intervene on the server; contact support and they’ll look. See Updates & maintenance.

Reaching a person Open Help in the assistant and use the red support button. Your message reaches the Naxis team with the context they need. If a request needs more than that — a technician signing in, or SSH on self-hosted hardware — it comes back as an explicit consent question inside the ticket: nothing of the sort happens without your recorded yes, and you can edit or withdraw that consent for as long as the ticket is open.

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Last updated 28 Aug 2026