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Troubleshooting AI search issues

  • Updated on Jul 6, 2026
  • Published on Jun 4, 2026
  • 3 minute(s) read
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This section provides a solution to an issue you may encounter when using Eddy AI to display search results in Document360.

Eddy AI displays incorrect dates in search results

Error: Eddy AI may display inaccurate dates when showing search results.

Steps to resolve:

To troubleshoot inaccurate date calculations in Eddy AI search results, follow these steps:

  1. Perform a keyword search. Check if Eddy AI returns the expected results when using non-date-based keywords.
  2. If results are correct for general searches but differ for date-based keywords, note that Eddy AI is optimized for text-based responses and may not process date-specific queries as expected.
  3. If search results remain irrelevant, contact support@document360.com with the following details:
    • Reader access to your projects.
    • A recording of the search queries you used and the results that did not populate as expected.

NOTE

  • Eddy AI is a language model, not a computational engine. It generates responses based on text patterns rather than analytical reasoning or numerical computations.
  • It cannot calculate or interpret time-based scenarios unless explicitly defined in the input.

Empty cells in tables are auto-filled in Eddy AI responses

When a response is structured using a table and includes empty cells, Eddy AI attempts to dynamically populate those cells based on the context of the user’s query. If no relevant information is found, it fills the cell with the placeholder text "Information not available."

How Eddy AI handles empty cells:

  • It checks the context of the user’s question.
  • It tries to insert relevant content into any empty cells.
  • If nothing appropriate is found, the cell is filled with "Information not available."

To maintain accuracy and clarity:

  • Avoid leaving table cells empty when drafting or editing content.
  • Ensure all cells contain meaningful information to prevent unintended or generic fillers in the final response.

Unsupported format error when adding a sitemap

Error message: Unsupported format

This error occurs when the sitemap contains nested sitemaps using the <sitemapindex> tag, exceeds 1 MB in file size, or is not in a supported format.

To resolve:

  • Use only a direct sitemap URL — nested sitemaps with <sitemapindex> are not supported.
  • Ensure the sitemap file is under 1 MB.
  • Verify the sitemap is in XML format.

Forbidden error when adding a webpage

Error message: Forbidden

Manage sources page showing the Forbidden error when attempting to add a webpage with bot detection enabled.

This error occurs when the webpage has bot detection or other crawl-blocking mechanisms that prevent Eddy AI from accessing the content.

To resolve:

  • Check whether the source URL has bot detection enabled. If so, contact the website administrator to allow crawler access.
  • Use a different source URL that does not restrict crawling.

HTML5 format error when adding a webpage

Error message: Only HTML5 documents with <article> or <main> tags

Manage sources page showing the HTML5 format error when adding a webpage that lacks the required article or main tags.

This error occurs when the webpage is not in HTML5 format or does not contain the required <article> or <main> tags.

To resolve:

  • Verify the HTML5 doctype — the page should declare <!DOCTYPE html> at the top.
  • Check for required tags — view the page source (Ctrl+U / Cmd+U) and confirm the page contains <article> or <main> tags.
  • Update the page — if either requirement is not met, update the webpage to conform before adding it as a source.

Unsupported language error when adding a webpage

Error message: Error due to unsupported language

Manage sources page showing the unsupported language error when adding a webpage whose language is not configured in the knowledge base.

This error occurs when Eddy AI does not support the language of the webpage, or when the language is supported but has not been added to your project's localization settings.

To resolve:

  1. Check whether the webpage's language is supported by Eddy AI — see Multilingual support for Eddy AI Search Suite.
  2. If the language is supported, ensure it is added to your project. For example, if you are adding https://abc.document360.com/fr/document:
    1. In the Knowledge Base portal, select Settings in the left navigation bar.
    2. In the left navigation pane, go to Knowledge base portal > Localization & Workspaces.
    3. Confirm that French (fr) is available in the selected workspace.
  3. If the issue persists, contact Document360 support.
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