Scans that look stuck, and calls that fail
When to re-run a scan, and what an unauthorized call means.
A scan seems stuck#
Scans show live, stage-by-stage progress in three places that all read the same truth: Home, Library · Sites, and the onboarding page.
A long Reading pages stage is normal on a large site — it is doing the actual crawling. Watch the page counter rather than the stage name; if the count is still climbing, it is working.
If no stage changes for more than ten minutes, start the scan again. Re-scanning is always safe: it updates that site's brain in place and never mixes two sites' knowledge.
See Scan your website.
The scan finished but the agent knows nothing#
Check that the agent is actually built from that site. An agent is bound to one site, and it answers from that site's brain. On Agent & persona, confirm which site it reads.
Also check Contradictions. Where your site disagrees with itself, the agent deliberately holds rather than guessing — so a topic can look like missing knowledge when it is really an unresolved conflict waiting on your decision.
Calls fail with "unauthorized"#
The calling infrastructure is rejecting session tokens it cannot verify. This is resolved on our side, not in your console.
Contact support and mention the word "unauthorized", with the approximate time it happened.
A call connects but nobody can hear anything#
Check in this order:
- The browser has microphone permission for your site.
- The page is served over HTTPS. Browsers refuse microphone access otherwise.
- No other tab or app is holding the microphone.
If preview works but the live site does not, it is almost always one of those three, because preview runs on our origin with permissions already granted.
Preview works, production does not#
That pattern nearly always means the domain or the install, not the agent. Work through My agent stopped answering.