Troubleshooting

Start on the page where the problem happened and note the agent, hostname, approximate time, and what the visitor did. That context is much more useful than “the chatbot is broken”. Do not copy publishable keys, third-party tokens, or customer data into a support request.

The launcher does not appear

1. View the published page source and confirm that the Engine 64 script appears once.
2. Compare the script host and data-widget-key with the snippet currently shown under Publish.
3. Open the browser console and network panel. A 401 points to the key; a 403 points to the domain or workspace service state.
4. Confirm the current hostname is listed under Settings -> Security. Add hostnames, not full page URLs.
5. Check whether a content-security policy, consent manager, ad blocker, or tag-manager rule blocked widget.min.js or its API requests.

If the standard embed conflicts with the site’s CSS or JavaScript, try iframe mode.

The API returns 401 Unauthorized

• Send X-Widget-Publishable-Key on the request.
• Confirm the key still exists and is active for this agent.
• Copy the current snippet rather than reconstructing a truncated key from the dashboard.
• If you rotated keys, make sure the live website finished publishing before revoking the old one.

The API returns 403 Domain not allowed

• Add the browser’s hostname under Settings -> Security -> Domain Allowlist.
• Check spelling and environment: preview.example-host.com is not the same as example.com.
• Allowing example.com includes its subdomains, but allowing a vendor preview hostname does not include every hostname that vendor may create.
• Custom server-to-server calls do not naturally carry a browser origin. The public widget API is designed for an allowed website client; do not bypass that check with fabricated headers.

Chat returns 413

The latest user message is longer than 4000 characters. Ask the visitor to shorten it or split it into separate questions. Do not silently chop text if the missing part could change the meaning.

Chat returns 429

The visitor limit, a platform safeguard, or a usage quota was reached. Read Retry-After and any X-RateLimit-Scope or X-Usage-Limit-Reason header. Wait before retrying and prevent the client from submitting the same message more than once.

The visitor-facing message and configurable visitor window live under Settings -> Security. Per-IP and per-key platform safeguards are not removed by increasing that setting.

The widget opens but answers are poor

1. Reproduce the question in AI Demo and open the cited source.
2. Check whether the correct page, file, or FAQ is active and contains a clear answer.
3. Remove stale or contradictory sources.
4. Ask a paraphrase and a missing-evidence question.
5. Change the system prompt only when the problem is behaviour or tone; change the source when the fact is wrong or absent.

If the agent follows instructions found inside a visitor message or crawled page, stop using that source and contact support. Include a redacted example and the affected page URL.

A website crawl finishes with missing pages

• Check whether the configured starting URL restricts the crawl to a nested path.
• Check whether the page limit was reached.
• Confirm the missing page is publicly reachable without a sign-in and contains useful text in its HTML.
• Look for redirects, canonical duplicates, blocked or unsafe URLs, and pages created only after client-side interaction.
• Increase the limit only after reviewing the pages already discovered.

An uploaded file never becomes active

• Confirm the format is .pdf, .doc, .docx, .txt, or .md and the file is no larger than 20 MB.
• Open the original. Password-protected, corrupt, or image-only documents may not produce usable text.
• Remove the failed source and retry once with a clean, clearly named file.
• If it fails again, contact support with the filename, size, and approximate upload time—not the document itself if it contains sensitive information.

A lead does not appear

• name, a valid email, and a visitor ID are required.
• Confirm the widget reported a successful submission.
• If conversationId was sent, it must belong to the same workspace and agent. An invalid conversation does not grant cross-agent access.
• Check Contacts at the workspace level. The email may have updated an existing contact rather than creating another row.
• A stored lead will not be marked Escalated when the lead-capture handoff rule is off.

Still stuck?

Email support@engine64.au with the workspace and agent names, the affected hostname, the approximate time and timezone, the visible error, and the steps to reproduce it. Redact personal data and never include credentials.