Troubleshooting

Find the symptom, read the likely cause, and try the fix. If it does not help, contact us with what you did, what you expected and what happened, including any exact error text.

Items#

An item shows "failed"#

The item shows a reason. Common ones: a file type that is not supported, a file over 25 MB, a link of an unsupported type, or an extraction step that could not read the content. Fix the cause, then choose Retry: it runs the whole path again. See Supported files and limits.

An item stays "processing" for a long time#

Large files, audio and scanned PDFs take longer, because OCR and transcription run as part of the upload. Temporary failures retry on their own with backoff. If it is still stuck after a while, retry it.

An item is searchable, but has a warning#

Enrichment (the summary, entities and tags) failed or was partial, but the text was indexed, so you can still find it. Retry to try enrichment again.

I cannot find an item I know exists#

• It may be in Trash.
• It may be in a space you are not in, or above your sensitivity clearance, or another member's Only me item. Search and answers only show what you can read. See How access works.
• It may not have finished processing. Check its status.

Adding the same file says "Already in your knowledge"#

Identical content already exists in this workspace. That is deliberate, and the existing item is returned.

A link is refused#

Breno refused the content type before saving anything. If it is a page that needs JavaScript to render, save its text as a note instead.

Asking#

The answer says it cannot answer#

The retrieved passages did not support an answer, so Breno declined rather than guess. Add the missing material, ask more specifically, or check that you have access to it. See Ask and citations.

Ask says I am out of coins#

A request the wallet cannot cover is refused before it runs. Search and reading still work. Top up under More, then Billing (managers), or add your own AI account. See Billing and coins.

Sources#

A connection shows "Reconnect"#

Its sign-in expired or was revoked. Choose Reconnect; the same connection and its history are kept.

A connected app syncs nothing#

Only seven apps bring knowledge in (Slack, Google Drive, Gmail, Notion, GitHub, Jira, Linear). Others connect but do not sync content yet. See Sources.

Something I deleted at the source is still in Breno#

Some apps give no deletion signal. Delete it in Breno too. See Provenance and sync.

Tokens, MCP and the API#

401 INVALID_TOKEN#

The token is unknown, expired or revoked, or you no longer have access to the workspace. Create a new one in Connect AI.

401 TOKEN_AUDIENCE_MISMATCH#

You used an OAuth connector token on the REST API. Use a personal token.

403 INSUFFICIENT_SCOPE#

The token lacks a scope. The response says which in details.required_scope.

403 SESSION_REQUIRED#

That endpoint is not available to tokens.

429 RATE_LIMIT_EXCEEDED#

Wait for Retry-After seconds. See Rate limits.

An MCP client connects but finds nothing#

Check that the token has the read scope, that it belongs to the right workspace, and that the items are ones you can read. If you added Breno by URL with OAuth and it does not work, use a token instead. See Connect a client.

Exports#

A download returns 409#

The export has not finished, failed, or expired (archives last seven days). Wait and retry, or start a new export.

A member cannot export the whole workspace#

Only Owners and Admins can. A member can export their own knowledge.

The checksums do not match#

Download it again, and confirm the whole ZIP arrived. If it still fails, tell us.

Voice, photo and meetings#

Voice, photo or audio is not available#

They need a transcription or vision provider to be configured for the workspace. The option says so when it is missing.

Email#

An invitation or verification email did not arrive#

Check spam. If the deployment has no email provider configured, those emails are not sent: use an invitation link instead.