Error Messages for Support Assistant

Messages can appear in three places: on screen when you start or send a chat, inside a chat when a check against one of your systems fails (the Assistant usually explains this in its reply), and when you click Test on an integration. The wording below is shortened; the message you see may include more detail, such as the system or record involved.

Tip: The Test button provides the most specific advice on credentials and connection issues. If a chat reports a failure from one of your systems, run the Test for that integration under Settings > Amplify. Not every integration offers a Test yet; where it doesn’t, re-check the values against the Setup Guide.

Credits and Access

Message you may see	What it means	What to do
Out of Amplify credits	Your credit balance is zero.	Contact Preseem Support or your account team for more credits.
Amplify credits could not be checked	The credit service did not respond.	Retry in a minute. Contact Preseem Support if it continues.
Amplify is not enabled for this account	Your plan does not include Amplify.	Contact your account team. Amplify requires the Plus tier.
Authentication required / Invalid or expired token	Your session has expired.	Sign in to the Preseem app again.
Admin access required / Only the chat owner or an admin can…	Your role does not allow this action, or the chat belongs to someone else.	Ask a company admin or the chat owner, or start your own chat.

Chat Status

Message you may see	What it means	What to do
Agent is already processing this chat	A reply is still being written.	Wait for it to finish, then send.
Cannot send messages to a completed chat	The chat was marked complete.	Start a new chat.
The agent run failed before completing. An automatic retry is scheduled.	The investigation stopped part-way.	Wait for the automatic retry. If no answer arrives, resend your message or open a new chat.
Service is starting / Configuration temporarily unavailable	The service is restarting or briefly unavailable.	Retry after a few seconds. Contact Preseem Support if it persists.

Integration Setup

Message you may see	What it means	What to do
<System> integration not configured	That system is not connected.	Add it under Settings > Amplify.
Ticket group, type, category, department, or author not set or not found	A ticketing setting is missing or does not match a name in your billing system (for example Sonar, Powercode, VISP, UISP CRM, or Zoho Desk).	Set it to an exact, active name from your system. The message often lists the valid names.
Real-time polling is not configured	Live device polling is not turned on for your account.	Contact Preseem Support.

Credentials and Connectivity

Message you may see	What it means	What to do
<System> rejected the key or token / can’t read <area>	The credential is wrong, expired, or missing a permission.	Correct the credential, or grant the permission named. Use keys created for the Support Assistant, not mapping keys.
Refused the connection / source address not allowed	Your system only accepts connections from approved IP addresses (for example Splynx, Powercode, or TP-Link TAUC).	Add Preseem’s address to the allowlist. Contact Preseem Support for the address to use.
Didn’t answer in time / Couldn’t connect / URL doesn’t look like <System>	The address or port is wrong, or the system is down or blocking access.	Use the root address of your instance, check the port, and confirm the system is up and reachable from the internet.
<System> is rate-limiting this key	Too many requests in a short time.	Wait and retry. If it happens often, ask your vendor for a higher limit or check for other heavy users of the same key.
<System> returned a server error	A problem on your vendor’s side.	Retry later and check the vendor’s status page.
Did not answer the write. It may have been saved.	A ticket request timed out and may or may not have been created.	Check for the ticket in your system before trying again, to avoid duplicates.

Lookups and Ticket Details

Message you may see	What it means	What to do
Account / ticket / customer not found	The identifier does not match a record.	Confirm the account ID, ticket number, or phone number, or try another identifier.
Calix subscriber not found / device registered to several subscribers	Calix needs an exact match, or has duplicate records.	Give the gateway MAC address or the exact Calix account, and clean up duplicates in Calix.
No network found for this MAC (TP-Link TAUC)	The router is not managed in your TAUC tenant.	Adopt the device in TAUC.
A ticket field is required / invalid format	Information needed for a ticket is missing or in the wrong form.	Provide the missing detail in the chat in the format the message requests.

Preseem Network Data

Message you may see	What it means	What to do
No data found for <device or service>	Preseem has no readings for that item in the time window.	Check the device is polled and reporting in Preseem. If many items show this at once, contact Preseem Support.
Not found in real-time polling / no ONT or CPE radio in topology	The device is offline, not polled, or not linked to the service.	Confirm the device is online and mapped to the subscriber in Preseem.
Service not found / deleted / account inactive	The subscriber record is missing or deactivated in Preseem.	Check the subscriber’s mapping in Preseem.
Preseem is not polling this subscriber’s home gateway	Informational. Not a fault.	No action needed. Enabling gateway polling adds more data.

If a message isn’t listed here, or a problem keeps happening, contact Preseem Support and include a link to the chat.

Contact Preseem Support if:

An integration test fails, and the error message doesn’t make the fix clear.
The Assistant isn’t responding or a chat shows an error.
You received a poor or incorrect answer. Include the chat so we can review it.
You have a question about your credits or want to purchase more.
You would like support for a system that isn’t listed under Settings > Amplify.

Learn More

Error Messages for Support Assistant

Common Error Messages and What to Do for Support Assistant