# Troubleshooting

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<Lead>
Here you will find all known assistant issues with the fastest fix for each. Most problems are solved in under a minute: top up credits, check a setting, or simply try again.
</Lead>

## Error messages and fixes

<Faq>
  <FaqItem q="'Es ist noch kein KI-Anbieter für den Assistenten konfiguriert. Bitte hinterlege einen Google-AI-Key.' (no AI provider configured)">
    The workspace is missing its AI connection. Only the owner or an admin can fix this by adding a Google AI key in the workspace settings. After that the assistant works immediately, no further steps needed.
  </FaqItem>
  <FaqItem q="'Dein Credit-Guthaben ist aufgebraucht. Bitte lade Credits nach.' (credit balance used up)">
    Your balance is empty, so the assistant will not start a new answer. Top up credits ([guide](/help/howto/topup-credits)). If your workspace uses extended usage with a budget, the message may mention the budget instead: increasing the budget helps then as well.
  </FaqItem>
  <FaqItem q="I am seeing a rate limit message.">
    Each person can start up to 20 chats per minute. You practically never reach this limit in normal work; if you do (for example by very fast clicking), wait a moment and start the chat again.
  </FaqItem>
  <FaqItem q="'Die Antwort konnte nicht erzeugt werden. Bitte versuche es erneut.' or 'Keine Antwort erhalten.' (answer failed / no answer received)">
    A temporary error at the AI provider or in the connection. Simply ask again or use **Regenerieren** (regenerate) on the last answer. If the error keeps occurring, check your internet connection.
  </FaqItem>
  <FaqItem q="My answer was cut off in the middle.">
    If you cancel yourself, the part already written stays and only the incurred cost is charged. If the answer breaks off on its own, the same applies: the partial answer is kept, and you can follow up or regenerate right away.
  </FaqItem>
  <FaqItem q="My PDF was rejected.">
    Some PDFs cannot be processed by the AI provider (for example because of their format). The assistant then automatically retries the answer once without the PDF and tells you so in the chat. Tip: attach the relevant content as text or a screenshot, that always works.
  </FaqItem>
  <FaqItem q="The floating orb has disappeared.">
    It is probably turned off for you: check **Account > Assistant** (Konto > Assistent), section **Verhalten** (behavior), and turn the orb back on. Independently of that, the assistant is always reachable via `/agent` and <Kbd>Cmd</Kbd>/<Kbd>Ctrl</Kbd>+<Kbd>K</Kbd>. Also remember: the orb can be dragged freely, it may just have moved to another edge.
  </FaqItem>
  <FaqItem q="The help search or web search finds nothing.">
    The assistant says honestly when it cannot find anything or is not allowed to use a tool. In that case, check with the owner or admin whether **Hilfe &amp; Doku** (help and docs) or **Websuche** (web search) are enabled as skills under [Assistant > Plugins](/tools/agent/plugins). If they are enabled, phrase the question more concretely and try again.
  </FaqItem>
  <FaqItem q="Mini panel: 'Konnte nicht gestartet werden. Bitte erneut versuchen.' (could not start)">
    The mini assistant failed to start, usually a temporary connection issue. Click the orb again; if that does not help, reload the page.
  </FaqItem>
  <FaqItem q="DB-Leads panel: 'Die KI-Session konnte nicht gestartet werden. Bitte lade die Seite neu.' (AI session could not start)">
    The embedded assistant in the DB-Leads customer view could not start. Reload the page and the panel reconnects. If the problem persists, check whether the assistant works in the workspace at all (for example at `/agent`).
  </FaqItem>
</Faq>

## If none of this helps

If the assistant still does not work after these steps, contact your workspace support with a short description (what did you do, which message do you see). Since all actions are visible in the chat, a screenshot of the chat helps enormously with diagnosis.

## Further reading

Basics on balance and billing: [Modes and costs](/tools/agent/modi-und-kosten). All toggles and permissions: [Settings](/tools/agent/einstellungen). Back to the [overview](/tools/agent).