Common Issues

Solutions to frequently encountered problems.

API Key Issues

"Invalid API Key" or Connection Error

Symptoms: AI employees don't respond, error messages about invalid keys or connection issues.

Solutions:

• For Claude: Try reconnecting your Anthropic account in Settings
• For Gemini/FAL: Verify your API key is correctly copied (no extra spaces)
• Ensure your Anthropic account has billing set up
• Verify your API keys haven't been revoked in the provider's console

"Rate Limit Exceeded" Error

Symptoms: Intermittent errors during high usage periods.

Solutions:

• Wait a few minutes and try again
• Check your API provider's rate limits for your plan
• Consider upgrading your API tier with the provider
• Reduce concurrent conversations if testing

Connection Issues

Can't Access Dashboard

Symptoms: Browser shows connection error or timeout.

Solutions:

• Verify your instance is running in Elestio dashboard
• Check that your domain DNS is properly configured
• Try accessing via the Elestio subdomain directly
• Clear browser cache and cookies

Widget Not Loading

Symptoms: Embedded widget doesn't appear on your website.

Solutions:

• Check browser console for JavaScript errors
• Verify the widget script is loading (Network tab)
• Ensure your domain is allowed in widget settings
• Check for CORS errors in console

Employee Issues

Employee Not Responding

Symptoms: Messages sent but no response received.

Solutions:

• Verify your Anthropic account is connected (Settings → Integrations)
• Check the employee is not set to inactive
• Look for error messages in the conversation
• Try clearing the session and starting fresh

Slow Response Times

Symptoms: Responses take longer than expected.

Solutions:

• This is often normal for complex queries
• Check your server resources (CPU, memory)
• Consider using Claude 3.5 Sonnet instead of Opus for faster responses
• Reduce the amount of context/memory loaded per conversation

Employee Profile Photo Not Generating

Symptoms: "Generate Image" button doesn't produce a photo.

Solutions:

• Verify FAL API key is configured
• Check FAL account has credits available
• Ensure physical traits are properly described
• Try generating with different trait descriptions

Email Issues (Enterprise)

Emails Not Being Received

Solutions:

• Verify MX records are correctly configured
• Check SPF, DKIM, and DMARC records
• Wait up to 48 hours for DNS propagation
• Test with nslookup -type=MX yourdomain.com

Emails Going to Spam

Solutions:

• Ensure SPF record includes your server IP
• Configure DKIM signing properly
• Add a DMARC policy
• Check domain reputation with email testing tools