Troubleshooting

Common issues and how to resolve them.

Chat Not Responding

Symptom: Messages are sent but no response appears.

Solutions:

1. Check your internet connection
2. Refresh the page
3. Clear browser cache and try again
4. If the issue persists, the AI service may be temporarily overloaded — wait a few minutes

File Upload Fails

Symptom: Uploading a file shows an error.

Solutions:

1. Check that your file size is within the limit
2. Make sure you’re signed in — guests can’t upload files. On the Free plan, file reading can be used 3 times per day (resets at 00:00 GMT+8); Pro and above have no daily limit
3. Try a different file format (PDF, images, and text files are supported)

Cannot Access Teacher Portal

Symptom: The Teacher Portal link doesn’t appear in the sidebar.

Solutions:

1. Verify you have a Teacher plan subscription
2. Sign out and sign back in
3. Contact support if the issue persists

Student Cannot Rejoin a Class

Symptom: A student closes the browser window, signs out, or changes devices and cannot return to the same class identity.

Solutions:

1. Confirm the class session is still active.
2. Ask the student to use the same display name they used before.
3. Confirm the student is entering the current one-time class code.

4. If the class was restarted, confirm Allow login with same display name again is enabled.
5. If the teacher needs to review conversations later, confirm Collect student conversations is enabled before students continue.

Reuse a Class Code and Restore Student Conversations

Symptom: A teacher wants to use one class QR code or link across multiple lessons while keeping student conversation records connected to the same student identity.

Checklist:

1. Start or schedule the class from the Teacher Portal.
2. Enable Allow login with same display name again.
3. Enable Collect student conversations.

4. Share the generated QR code or class link with students.

5. Tell students to use a stable display name such as a student number or full name.
6. Before the next lesson, restart the same class from the History tab and keep the same settings enabled.

7. Ask students to rejoin with the same display name and class code.

For the full walkthrough, see Reusing a Class Link and Restoring Student History.

Quiz Not Loading for Students

Symptom: Students see an error when trying to take a quiz.

Solutions:

1. Ensure the quiz has been published
2. Verify students are in an active class session
3. Check that the quiz link/code is correct

Export or Import Is Needed as a Fallback

Symptom: A user needs to back up or move chat history manually.

Solutions:

1. Click your profile icon, open Setting, and go to the Import/Export tab. Use Export to download a backup and Import to restore it.
2. Keep the exported JSON file in a secure location.
3. Import only files that came from Chat Everywhere’s export flow.

See the Google Drive walkthrough: Export and import chat history video .

Audio Upload Issues (Meeting Summarizer)

Symptom: Audio file fails to upload or process.

Solutions:

1. Check file size limits (1 GB total on the free plan, 5 GB on the Meeting Summarizer paid plan, which is included with Ultra)
2. Ensure the file is in a supported audio format
3. Try a shorter audio file first

Still Need Help?

Contact us through the app or visit intro.chateverywhere.app  for support options.