Troubleshoot AI features

This page helps you resolve the most common errors from Doxbrix AI features: the AI Writer and AI Admin copilot, inline AI, Improve with AI, page generation, Auto capture, and document import. Each entry names the message you see, explains the cause, and gives the fix and a way to confirm it worked.

Before you start

Most AI errors come from one of three places. Knowing which one helps you find the right person to fix it.

Interactive AI in the editor, such as AI Writer, inline AI, and Improve with AI, is not limited by a token allowance. It stops only when the AI policy turns it off or when the workspace subscription is not in good standing. Batch jobs, such as Auto capture and Docs Health AI scans, use AI credits.

An AI feature is disabled by your AI policy

Symptom. A request fails with one of these messages:

• Improve with AI is disabled by your AI policy.
• AI Writer is disabled by your AI policy.
• The workspace assistant is disabled by your AI policy.
• AI scans are disabled by your AI policy.

Cause. A workspace owner or admin turned off that feature in the workspace AI policy. The policy applies to every project in the workspace.

Fix.

1. Ask a workspace owner or admin whether the feature is intentionally off.
2. If it should be on, they turn the feature back on in the AI policy. See Govern AI with the AI policy.

Confirm. Reload the editor and repeat the action. The request completes without the policy message.

AI stops because of the subscription state

Symptom. An AI request fails with a message such as:

• … is paused while your payment is past due. Update your billing to continue.
• … is unavailable, your subscription is suspended. Update your billing to restore access.
• … is unavailable while your subscription is paused. Resume it to continue.
• … is unavailable, your trial has ended. Choose a plan to continue.

Cause. The workspace subscription is past due, suspended, paused, or at the end of its trial. While billing is in this state, Doxbrix blocks actions that use AI, even when your plan's limits are not reached.

Fix. A workspace owner updates the payment method, resumes the subscription, or chooses a plan. Admins do not have billing access. See Manage billing and change plans.

Confirm. After billing is restored, repeat the AI action. It runs normally.

AI credit allowance exhausted

Symptom. Auto capture, a Docs Health AI scan, or another batch job fails with AI credit allowance exhausted. For the reader-facing Ask AI assistant, the message is AI answer allowance exhausted.

Cause. The workspace has used its monthly allowance for that meter. Batch jobs deduct credits before they start. For example, one Auto capture run costs 5 AI credits, and a Docs Health AI review costs 1 credit per page scanned.

Fix.

1. Check the remaining balance in Track AI usage.
2. Wait for the monthly allowance to renew, or ask a workspace owner to buy more credits or change plans. See Plans and limits reference.

Confirm. The usage screen shows enough credits, and the job starts when you retry it.

Improve with AI returns Missing text or Missing instruction

Symptom. Inline AI or Improve with AI returns Missing text, or a custom request returns Missing instruction.

Cause. No text was selected, the selection contained only spaces, or a custom Ask AI… request had an empty instruction.

Fix. Select the text or blocks you want to change. For a custom request, type an instruction before you send it. See Write with inline AI.

Confirm. The rewritten text appears for you to accept.

Import fails: the document appears to be empty

Symptom. Importing a file into a page fails with The document appears to be empty or could not be parsed.

Cause. The file has no content Doxbrix can convert into blocks. This happens with blank files, files that contain only images, and PDFs that are scanned images without a text layer.

Fix.

1. Open the file in its own application and confirm that it contains selectable text.
2. For a scanned PDF, run it through text recognition first, or export the source document to .docx or Markdown.
3. Import the file again. See Import a Word, Markdown or PDF file into a page.

Confirm. The import adds blocks to the page.

Import fails: unsupported format

Symptom. The import fails with Unsupported format ".x". Accepted: .docx, .pdf, .html, .htm, .md, .mdx, .txt.

Cause. The file extension is not one of the supported import formats.

Fix. Save or export the file as Word (.docx), PDF (.pdf), HTML (.html or .htm), Markdown (.md), MDX (.mdx), or plain text (.txt), then import it again.

Confirm. The import completes and adds blocks to the page.

Import fails: file exceeds the 20 MB limit

Symptom. The import fails with File exceeds the 20 MB limit (got 24.3 MB).

Cause. Document import accepts files up to 20 MB.

Fix. Split the document into smaller files, compress or remove large embedded images, or import each chapter into its own page.

Confirm. Each smaller file imports without the size message.

The copilot rejects an attachment

Symptom. AI Writer shows You can attach up to 20 images., You can attach up to 3 documents., The document is larger than the 5 MB limit., or Unsupported file type. Attach markdown, text, HTML, Word, PDF, or an OpenAPI JSON/YAML spec.

Cause. The attachment exceeds the copilot limits: 20 images and 3 source documents per message, 5 MB per document, and only supported source formats.

Fix. Reduce the number or size of attachments, or convert the file to a supported format. See Work with the AI Writer and AI Admin assistant.

Confirm. The attachment appears above the message box without an error.

Page generation is refused

Symptom. Generate fails with You need project manager access to generate pages.

Cause. Generating a page requires manager access to the project.

Fix. Ask a workspace owner or admin to raise your project role. See Roles and permissions.

Confirm. The Generate a page with AI dialog shows Generation started ✓ or Page created ✓.

Next steps