> For the complete documentation index, see [llms.txt](https://doc.duaer.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.duaer.com/knowledge/troubleshooting.md).

# Troubleshoot the Duaer knowledge base

Someone finds nothing, a change has not shown up, a removed share still works, a source needs attention, the bot does not reply: the ten most common knowledge base problems, with causes and fixes.
## 1. Someone finds nothing from a source

Most often the person is not matched to an account in that system. Duaer matches by email, and a person who is not matched finds nothing from the source.

- The Feishu and WeCom source cards show how many members are known there; Show members lists who is not. They link their account with Link Feishu account or Link WeCom account under Knowledge base on the Duaer employee portal, or an admin maps them on the source card.
- DingTalk: for someone whose DingTalk account has no email, add their user ID or mobile number under People linked by hand.
- Slack, Microsoft Teams, Salesforce, Zendesk and others: their email there must match their Duaer email, and they need an account in that system.

## 2. A new or changed file does not show up yet

- It has not been read again yet. Most sources read changes every 10 minutes, Google Drive and Microsoft 365 every 4 minutes, DingTalk Docs every 6 hours. Click Index now on the source to start at once.
- The file is outside what is indexed: in Feishu check Choose what to index, in WeCom that the space is added, in Slack and Teams that the channel is ticked and saved.
- The app may not open the file: add the Feishu or WeCom app to the space or folder, or invite the Slack app to the channel.
- Slack, Teams and Feishu group chats keep only the last 30 days of messages.

## 3. A colleague still finds a file after its share was removed

Access changes take effect on the next read:

- Google Drive and Microsoft 365: within 5 minutes.
- Feishu, WeCom, Salesforce and others: who may open each item is read again every hour.
- Slack and Teams: after someone leaves a channel, within a minute with the bot’s events, else within 10 minutes.
- DingTalk Docs: every 6 hours.

When it cannot wait, click Index now on the source.

## 4. A file is found only by its title

Duaer reads the text of TXT, Markdown, CSV, TSV, JSON, PDF, Word (.docx), Excel (.xlsx) and PowerPoint (.pptx) files up to 20 MB. Other formats, larger files and files that cannot be read are indexed by title only; the Feishu and WeCom source cards count them by reason. Scanned PDFs hold no text and are found by title only too.

## 5. A source says Needs attention

- Credential deleted: the credential the source used was deleted. Create or choose another one and connect again.
- Missing permissions: the app lacks a permission, named on the card. Grant it in that system, then click Index now. After adding a Slack scope, also reinstall the app to the workspace.
- Last indexing failed: the card shows why. Often a token expired or was revoked; authorize the credential again. For WeCom error 60020, see [Fix WeCom error 60020](/troubleshooting/wecom-60020-ip-not-allowed.md).
- Cannot read N spaces: the WeCom app cannot read spaces on the list. Add the app to them, or take them off the list.

## A “data sources need attention” message arrived

When a knowledge source loses its credential or permissions or its last indexing fails, or a process source stops with an error, Duaer tells the owners and admins of the organization: once the problem lasts 30 minutes, again each day while it lasts, and when it is fixed. The message goes the way the daily digest does, to Feishu, WeCom, DingTalk, Slack or Microsoft Teams, else by email. Open Data sources from the message and fix it as in problem 5. A process source paused by hand is not told.

## 6. The answer says there is nothing, but I know the file exists

- Search the knowledge base for a word in the file. If it is not found, check problems 1 and 2.
- If it is found but the answer does not use it, ask again in the file’s own words, such as the policy’s formal name.
- An assistant reads only the sources ticked on it; check that the source is among them.

## 7. The answer cites an old version, or gets it wrong

- Fix the file in the source, or delete the old version; the answer follows after the next read.
- For a question that comes up often and is easy to get wrong, write an official answer. Duaer shows it first and marks it due for review when its review date comes (180 days by default). See [AI answers with citations and no hallucination](/guides/ai-answers-with-citations.md).

## 8. The bot does not reply in the chat tool

- Feishu: Ask Duaer in Feishu is on, the Verification Token and Encrypt Key match the Feishu app, and under Events and callbacks the receive message event is subscribed and the bot is turned on. See [Feishu](/knowledge/sources/feishu.md).
- WeCom: the URL, Token and EncodingAESKey under Receive messages match Duaer, and the server IP is among the trusted IPs. See [WeCom](/knowledge/sources/wecom.md).
- DingTalk: the robot uses HTTP mode, has the message receiving address and is published, and the app may send robot messages. See [DingTalk](/knowledge/sources/dingtalk.md).
- Slack: the credential has the bot token (xoxb-) and the Signing Secret, app_mention and message.im are subscribed, and in a channel people mention it. See [Slack](/knowledge/sources/slack.md).
- Microsoft Teams: the Azure Bot’s messaging endpoint points at Duaer, the Teams channel is added, and the app package is installed in Teams. See [Microsoft Teams](/knowledge/sources/microsoft-teams.md).

## 9. Linking a Feishu or WeCom account fails

- Feishu error 20029: the Feishu app lacks the redirect URL for member sign-in. Add the URL shown on the source under Security settings › Redirect URLs.
- WeCom: set the callback domain shown on the source under WeCom Authorized Login in the app, and make sure the credential has an AgentId.

## 10. A document disappeared from search

The sensitive content check may have hidden it. Owners and admins open Sensitive content in the knowledge base and look for Hidden from search; when it is fine, click Show in search. With Hide high-severity matches automatically on, documents shared with the whole company or with anyone that hold ID card numbers, bank card numbers, passwords or keys are hidden on their own.
## Questions

### How do I index a source again right now?

Click Index now on the source; a full read starts at once.

### Asking through the API or MCP returns 429. What does it mean?

Answers asked for by programs are limited to 20 a minute per person and 120 a minute per organization. Wait a minute and try again, or slow the program down.

### Is the content still there after I disconnect a source?

No. Disconnecting removes all of the source’s content from the knowledge base.

## Related

- [Knowledge sources you can connect to Duaer](https://doc.duaer.com/knowledge/sources.md)
- [Roll out Duaer to your company: the admin checklist](https://doc.duaer.com/knowledge/set-up.md)
- [Connect Feishu to the Duaer knowledge base](https://doc.duaer.com/knowledge/sources/feishu.md)
- [Connect Slack to the Duaer knowledge base](https://doc.duaer.com/knowledge/sources/slack.md)
- [AI answers with citations and no hallucination: how Duaer does it](https://doc.duaer.com/guides/ai-answers-with-citations.md)