Troubleshooting Common Issues

Solutions to common problems you might encounter.

Articles Not Appearing

Problem: Article is approved but not visible on your knowledge base.

Solutions:

1. Check that the article status is "Approved"
2. Verify the knowledge base is published
3. Clear your browser cache (Ctrl+F5 or Cmd+Shift+R)
4. Check if the article is in the correct category
5. Ensure the article has a publishedAt date

Search Not Working

Problem: Search returns no results or incorrect results.

Solutions:

1. Wait a few minutes for search indexes to update
2. Check your search query spelling
3. Try different search terms
4. Verify articles are approved and published
5. Clear browser cache

Images Not Loading

Problem: Images in articles don't display.

Solutions:

1. Check the image URL is correct and accessible
2. Use HTTPS URLs (required for security)
3. Check file size (max 10MB recommended)
4. Try uploading the image directly to Zuro
5. Verify the image format is supported (JPG, PNG, GIF, SVG)

Custom CSS Not Applying

Problem: Custom CSS changes not visible.

Solutions:

1. Clear browser cache (hard refresh: Ctrl+F5)
2. Check CSS syntax for errors
3. Verify you're on Enterprise plan (Custom CSS is Enterprise only)
4. Check CSS specificity (may need !important)
5. Use browser dev tools to debug

Team Member Can't Access

Problem: Team member can't see knowledge base.

Solutions:

1. Verify invitation was accepted
2. Check role permissions
3. Ensure KB is assigned to the user
4. Verify user email is correct
5. Check if account is active

API Authentication Errors

Problem: API requests return authentication errors.

Solutions:

1. Verify API key is correct
2. Check key hasn't been revoked
3. Ensure key has required permissions
4. Check rate limit hasn't been exceeded
5. Verify you're using the correct endpoint

Still Having Issues?

If these solutions don't help, contact support with details about your issue.