This article covers Ask AI response failures and unexpected results on Finalsite-hosted websites, including how to check for active service incidents and what details to include when contacting Finalsite Support.
💡 Quick answers
- What causes Ask AI to stop responding or return unexpected results? This usually indicates a temporary disruption with the upstream AI service rather than a problem with the Finalsite configuration or site content.
- What is the first step when Ask AI stops working? Refresh the page and try the request again. Temporary service disruptions often resolve on their own within a short time.
- How can an active service incident be confirmed? Check status.finalsite.com for any active incidents affecting Ask AI or the Finalsite platform.
- When should Finalsite Support be contacted? If the issue persists after refreshing and no active incident is listed, contact Support with the page URL and a description of the expected vs. actual behavior.
In this article
What causes this issue
Ask AI relies on an upstream AI service to generate responses in real time. When that service experiences a temporary disruption, Ask AI may stop responding, return incomplete answers, or behave unexpectedly. This is not a problem with the school's site content, Help Center configuration, or Composer setup.
These incidents are typically short-lived and resolve without any action needed on the school's end.
Troubleshoot Ask AI
Refresh the page and retry
Reload the page where Ask AI is embedded and submit the request again. If the disruption was brief, Ask AI should respond normally after a refresh. Wait a minute or two before retrying if the first attempt still fails.
Check for active service incidents
Visit status.finalsite.com to see whether an active incident has been posted for Ask AI or the broader Finalsite platform. If an incident is listed, the team is already investigating. Subscribe to updates on that page to receive a notification when the incident is resolved.
Contact Finalsite Support
If a page refresh does not resolve the issue and no active incident appears on the status page, contact Finalsite Support. Include the following in the ticket:
- Page URL. The full address of the page where Ask AI is embedded.
- Expected behavior. What Ask AI should do or return.
- Actual behavior. What is happening instead, including any visible error text or symptoms.
- Time and date. When the issue was first noticed.
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