Troubleshoot the AI Writing Assistant

Use this guide to diagnose and fix common issues with the AI Writing Assistant in Pergamon’s document editor.

Scenarios

Scenario 1: Initial prompt fails (before any response)

Symptom

• You submit the first AI prompt (message), and immediately receive an error:
  The LLM Server processing failed…

• The “Submit” button is disabled, but the Refresh ↻ icon is visible.

What it means

• The request to our AI backend did not complete.

• No content has been saved or inserted yet.

• You can safely retry the prompt.

How to recover

1. Click Refresh ↻.

2. The chat resets to its initial state, with your original prompt visible.

3. Click Submit again.

Scenario 2: Error after follow‑up prompt

Symptom

• You’ve already received your first AI output.

• You send a follow-up prompt (e.g., “compress by 30%”), and receive an error.

• The Refresh ↻ icon is visible again.

What it means

• The follow-up request failed, but your original AI response is still intact.

• You can retry your follow-up without losing previous content.

How to recover

1. Click Refresh ↻.

2. The last follow-up message is cleared.

3. Send the instruction again.

Common fixes & tips

• Wait up to 15 seconds and click Refresh ↻ to retry.

• If a pattern of repeated errors persists, consider these checks:

  • Verify your internet connection is stable.

  • Ensure AI Resources are uploaded and/or “Search the web” is enabled, so the prompt has content to work with.

Scenario 3: Source document does not contain any reference files

Symptom

• After submitting a prompt, the AI Assistant returns this error:
  Source document does not contain any reference files.

• The chat does not proceed.

• “Search the web” is unchecked.

What it means

• The AI Assistant could not generate a response because no AI Resources are available for the current document.

• The assistant requires at least one uploaded resource or web search enabled to process the prompt.

How to fix

• Upload one or more AI Resources from the AI Resources tab.

Tip: If the document was duplicated from another, AI Resources do not carry over. You must upload them again.

Scenario 4: Uploaded file is stuck in "Under Processing"

Symptom

• After uploading a file to the AI Resource Library, the status remains “Under Processing” and does not update to “Ready.”

What it means

• File processing may have stalled due to a temporary issue or unsupported file format.

What you can do

• Click the Refresh icon in the AI Resource Library to check if the status updates.

• If the file is still stuck, open the More actions (⋮) menu next to the file and select Delete. Then upload the file again.

• Make sure the file format is supported. For supported types, see the article Upload AI Resources.

Scenario 5: Response is irrelevant or low quality

Symptom

• The AI Writing Assistant returns content that is off-topic, inaccurate, or not useful.

What it means

• The uploaded AI resources may not provide enough relevant context for the assistant to generate a high-quality response.

What you can do

• Review the AI resource files to ensure they are relevant to the document topic.

• Refine the AI prompt to be more specific and clear.

• Use the AI Response Customization panel to guide tone, style, or content structure.