Troubleshooting

Most problems in Lorito come down to a few common causes. Find the symptom that matches yours below, check the likely cause, then follow the fix.

Indexing seems stuck or failed

Symptom: A source has been Discovering or Indexing for a long time, or it shows Error.

Cause: Indexing runs in the background and can take a while for large sites. A source can fail to index if its content couldn't be reached — for example, the site was unreachable, blocked automated access, or a file couldn't be read.

Fix: Give large websites time — they index page by page and the status updates as they progress. If a source shows Error, confirm the site or file is publicly reachable and not behind a login, then remove the source and add it again. For a website, double-check the address is correct and includes the right domain.

A source shows Partial or Error

Symptom: A source's status is Partial (some content indexed, some not) or Error (nothing indexed).

Cause: Partial usually means a source had more content than your plan covers, or some individual items couldn't be read while others succeeded — so you still get value from what did index. Error means none of the content could be indexed.

Custom-domain verification isn't passing

Symptom: Your custom domain stays on Pending DNS and Check verification doesn't confirm it.

Cause: Verification depends on a DNS record you add at your domain provider. After you add or change a DNS record, the change has to propagate before it can be seen — this commonly takes time and isn't instant.

Fix:

1. At your domain provider, add the CNAME record for your chat's subdomain exactly as shown in the custom-domain setup.
2. DNS propagation typically takes 24–48 hours. It's normal for verification to fail in the meantime — wait, then click Check verification again.
3. If your domain is already registered with our hosting provider, you may be asked to verify ownership with a TXT record instead. Click Check verification to see the exact record to add.
4. Once the record resolves, an SSL certificate is issued automatically and your chat goes live on the domain.

The agent says it can't find something

Symptom: Your agent replies that it doesn't know, even though the answer is in your content.

Cause: Either the relevant content hasn't been indexed yet (or wasn't indexed successfully), or knowledge search is turned off for the agent so it can't look anything up.

Fix:

• Check the Knowledge area: confirm the source covering that topic shows Indexed, not Pending, Indexing, Partial, or Error. If it's still indexing, wait for it to finish.
• If the content isn't there at all, add it as a source and let it index.
• Make sure knowledge search is enabled for the agent — without it, the agent can't retrieve from your knowledge base.

The widget or embed isn't appearing on a site

Symptom: You added the snippet to your website but no chat shows up.

Cause: Usually the snippet isn't placed correctly, the page is cached, or the project isn't currently accepting messages.

Fix:

• Confirm the script snippet is pasted into the page's HTML (a copy/paste error or a stripped tag is the most common reason). Re-copy it from the website widget setup to be sure it's exact.
• Clear your site's cache and do a hard refresh — caching layers and CDNs can serve an old version of the page without the snippet.
• Check that the project is not paused — a paused project takes the chat offline everywhere. See Managing your project.
• For an inline iframe embed, make sure the container it sits in is actually visible and has room to render on the page.

Still stuck?

If none of the above resolves it, note exactly what you did, what you expected, and what happened instead, and reach out through the support option in your dashboard.