--- title: "AI Activate - Troubleshooting" slug: "ai-activate-troubleshooting" description: "AI Activate helps you find and understand content in your files. Learn about common issues and how to resolve them effectively." updated: 2026-10-13T21:04:47Z published: 2026-10-13T21:04:47Z canonical: "docs.nasuni.com/ai-activate-troubleshooting" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.nasuni.com/llms.txt > Use this file to discover all available pages before exploring further. # AI Activate - Troubleshooting AI Activate is built to help you find and understand content across your files. This article covers the questions and issues that come up most, and points you to the right place for anything this article cannot resolve. If you are an end user, your Nasuni administrator is the best first contact. ## When results are not what you expect AI Activate finds and understands content. AI Activate is not a file browser, a database, or a reporting tool, and most issues come from that difference. Here are the common ones. - **A file you expected is not in the results.** Check the following: - You are signed in as the right user. - You have permission to the file. AI Activate only returns what you are allowed to see. - The file's format supports content activation. Some formats are Metadata Only and are found by name, not by content. See [Supported File Types](/v1/docs/ai-activate-supported-file-types). - The file is within the scope that your administrator set. - The file was added or changed very recently, and the file has not been through an activation pass yet. For how permissions work, see [Understanding permission enforcement](/v1/docs/ai-activate-understanding-permission-enforcement). For which formats are activated, see the [Supported file types reference](/v1/docs/ai-activate-supported-file-types). - **Results include a file that someone could not reach by browsing.** AI Activate judges each file by its own permissions, not by where it sits in a volume or how you would navigate to it. A file with a broad allow entry, such as Everyone, can be returned even if you would never browse to it. Your administrator can tighten this with scoping and the Ignore SIDs feature. See [Understanding permission enforcement](/v1/docs/ai-activate-understanding-permission-enforcement). - **AI Activate does not browse folders, list a folder's contents, or give a file's full path.** AI Activate is not a file browser. For a file that it returns, AI Activate can tell you the name of the folder the file is in, but not the file's full path or where that folder sits in the volume. Asking it to operate inside a specific folder, list what a folder contains, or map a directory does not work. Ask about the content you are looking for instead, and use your normal file browser to find where a file lives. See [Asking Effective Questions](/v1/docs/ai-activate-asking-effective-questions). - **You need a complete list, an exact count, or an authoritative number.** AI Activate finds relevant files, but cannot guarantee to find all of them. AI Activate also does not know whether a file is the official or current source. For a guaranteed complete or exact answer, or for numbers that matter, use the file system or a reporting tool, and verify against your system of record. See [Asking effective questions](/v1/docs/ai-activate-asking-effective-questions). - **Content inside a scanned PDF or image is not found.** AI Activate reads text, not images. Scanned PDFs, photos of documents, and text inside charts or diagrams are not activated. Confirm that the file has real, selectable text. See the [Supported file types reference](/v1/docs/ai-activate-supported-file-types). - **Content in a long document is not found.** AI Activate captures up to 50,000 characters of text from each Content Activated File. For a document longer than that, not all of its text is available to your AI tool. If a long document does not return what you expect, open the file directly. See the [Supported File Types Reference](/v1/docs/ai-activate-supported-file-types). - **Results are not specific enough.** The clearer and more specific your question, the better the results. Include details like topics, time frames, projects, or document types. See [Asking effective questions](/v1/docs/ai-activate-asking-effective-questions). ## If you cannot sign in AI Activate uses Nasuni Portal single sign-on. If you cannot sign in, confirm that your administrator has permitted you to use the Nasuni connection in your identity provider (Okta or Microsoft Entra ID), and that you are entering the correct company name. See the [SSO documentation](/v1/docs/nasuni-portal-user-guide#signing-in-using-single-signon-sso), or contact your administrator. To confirm that SSO is configured correctly, visit [https://portal.nasuni.com/account/ai_activate_ready/](https://portal.nasuni.com/account/ai_activate_ready/) ## For administrators **A volume does not connect to your storage.** AI Activate reaches your storage over the storage system's public service endpoint. If a volume cannot connect, the most common causes are an IP or network restriction, public network access disabled, or shared key access disabled. See [Confirming object storage access](/v1/docs/ai-activate-confirming-object-storage-access), and contact your account team if you need help. **A volume is stuck or shows an unexpected status.** Check the volume's status against [Volume statuses](/v1/docs/ai-activate-overview#volume-statuses). If a volume appears stuck, contact Nasuni Support. ## If you still need help **End users:** contact your Nasuni administrator. **Administrators:** for technical issues, contact Nasuni Support. For questions about your subscription or capacity, contact your Nasuni account team.