---
title: "Knowledge Upload Troubleshooting"
description: "Fix common issues when knowledge files, staged content, or approvals do not behave as expected."
publishedAt: "2026-06-27"
modifiedAt: "2026-06-27"
category: "Knowledge"
tags: "Voicetta, knowledge base, troubleshooting, upload"
navOrder: "33"
canonical: "https://voicetta.com/docs/knowledge-upload-troubleshooting"
---

# Knowledge Upload Troubleshooting

Use this page when uploaded or staged knowledge is not available to the agent yet.

## Why it matters for your business

- **Save money:** resolve setup issues before Guests receive incomplete answers.
- **Work faster:** know whether the issue is upload, review, approval, or testing.
- **Standardize service:** keep the agent using approved content only.
- **Delight every Guest:** avoid answers based on missing or outdated information.

## Common issues

### The agent cannot answer from a file

Check whether the file was uploaded, processed, and approved. If it is still pending review, the agent may not use it yet.

### Website content is missing

Confirm that the website URL is correct and that the page is public. Review staged content before expecting the agent to use it.

### The wrong content appears

Remove or reject outdated content. Then test the agent again with a direct question.

### The file type is not accepted

Use standard document formats supported by the app. If a document is complex, convert it to simpler text before uploading.

## Step-by-step checklist

1. Open **Knowledge base**.
2. Confirm the content is visible.
3. Check whether it needs review.
4. Approve accurate content.
5. Reject content the agent should not use.
6. Test the agent.
7. Contact support if processing appears stuck.

## Related pages

- [Knowledge Base](/docs/knowledge-base)
- [Review Before Use](/docs/review-before-use)
- [Help and Support](/docs/help-and-support)