# AI generation is stuck

## Symptom

An AI-powered tool run (for example an image optimization in the photo enhancer or a text generation in the exposé generator) stays in the "Processing" state and never delivers a result. The spinner keeps spinning, but nothing happens.

---

## Step 1: Check the status page

Open **status.reosa.de** in a new tab. If an active incident is reported there for the AI provider connection or the platform itself, that is the most likely cause.

In that case, wait until the incident is marked as resolved before trying again. Running generations are cancelled automatically after resolution. They do not stay stuck.

---

## Step 2: Wait and retry

Depending on provider load, AI generations can take anywhere from a few seconds to two minutes. Wait **60 seconds** before reloading the page or cancelling.

If there is still no result after 60 seconds:

1. Reload the page (F5 or Cmd+R).
2. Navigate to the tool and check whether a result appeared in the list. Sometimes the result is saved even though the interface did not react.
3. Try the job again.

---

## Step 3: Check your credits

Check under *Settings > Billing > Credit history* whether credits were deducted. Two scenarios:

**Credits were deducted, but there is no result**

This points to a technical error. The credits are refunded automatically. The refund arrives within **24 hours**. You receive a confirmation email at the stored admin address.

**No credits were deducted**

The generation probably never started (for example because of a connection error). You can start a new attempt right away.

---

## Step 4: Contact support

If the problem persists after several attempts, contact support via the help button inside the platform (bottom right). For fast handling we need the following information:

- **Tool name:** for example "Exposé generator" or "Photo enhancer"
- **Time of the error:** date and time (as precise as possible, with time zone)
- **Browser and operating system:** for example "Chrome 124, macOS 14"
- **Error message:** if one was shown, its exact wording
- **Workspace subdomain:** so we can find the right account

---

## Known causes

| Cause | Symptom | Solution |
|---|---|---|
| AI provider outage | All generations fail | Wait for the status page |
| Timeout on very long texts | Generation aborts after ~2 min | Try a shorter input |
| Unstable internet connection | Page loses connection during the generation | Get a stable connection, retry |
| Browser cache problem | Only this browser fails, others work | Clear the browser cache (Ctrl+Shift+Del) |

For system-wide outages we notify all admin addresses by email and post on the status page.