Troubleshooting and support
Sometimes something misbehaves, for example with content processing, connections or embed behavior. Below you'll find the most common problems and how to solve them. If you can't figure it out, our support team is happy to help; at the bottom you'll read how to reach us.
1. vragen.ai doesn't load on the website
Possible causes:
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Script tag isn't placed correctly in the
<head>of the page -
Domain hasn't been approved in our backend (yet)
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Embed ID or link was copied incorrectly
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Browser blocks scripts (extensions or security settings)
Solution:
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Check that the script tag is inserted correctly
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Open the browser console (F12) and check for an error message related to the embed script
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Ask our team to check your domain whitelisting
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Test in another browser or an incognito window
2. Pages or PDFs aren't indexed properly
Possible causes:
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The URL isn't crawlable (e.g. behind a login or loaded via JavaScript)
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The PDF is scanned (image, not text)
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The page contains too little text or only images
Solution:
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Use text-based sources
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Provide additional files manually (such as Word or HTML)
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Use our upload feature or ask us for a direct import
Pages are re-crawled by default when there are changes. Allow 1–2 hours, or request a new crawl yourself via your environment (log in and open your knowledge base). See The crawler and your content.
3. Answers are wrong or incomplete
Possible causes:
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The question is too vague or ambiguous
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The content contains multiple conflicting versions
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There isn't enough relevant source information available
Solution:
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Rephrase the question more clearly
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Add or rewrite content so it's better suited for AI comprehension
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Use knowledge scopes to limit which sources are used, so only reliable content counts (see Configuring vragen.ai)
4. Content changes aren't visible right away
Possible causes:
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The page hasn't been re-crawled yet
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The embed or link still points to the test environment
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Cache in the browser or at server level
Solution:
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Request a new crawl yourself: log in, open your knowledge base and refresh the page that's lagging behind
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Check that you're on the right (live) environment
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Clear your browser cache and reload
5. Error messages or empty answers
Possible causes:
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Temporary outage at vragen.ai or the hosting provider
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Question is too complex or outside the scope of your content
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API limit or authentication issue in an integration
Solution:
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Wait 1–2 minutes and try again
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Check the API status (for developers)
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Get in touch if the problem persists
Tip: use test questions
If you're unsure about an error, test with a control question you know is answered in your content. This way you can rule out whether the problem is in the content, the model or the configuration.
Contacting support
If the steps above don't get you there, we're happy to help. We respond within one business day.
The right mailbox
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Technical support: service@vragen.ai. For outages, questions about the widget, the crawler, the API or your configuration.
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Other questions: info@swis.nl. For questions about your subscription, billing, a demo or working together.
Prefer to talk? Get in touch and schedule a call.
What should you include in a technical report?
The more complete your email, the faster we can help. Where possible, include:
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The URL of the page where the problem occurs
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The name of your deployment
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The question asked and the time (for a problem with an answer)
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What you expected and what happened instead
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A screenshot, and for technical errors the message from the browser console (F12)