Help center › Troubleshooting
Fix common issues.
Most problems resolve with a retry or a refresh — Keldura is in active beta and long-running jobs occasionally hiccup. Here's what to check, in order, for each kind of issue.
An import is stuck or failed
- Check the progress tray — large channels and playlists legitimately take a while, and items process one by one in the background.
- Open Needs attention (linked from the Home dashboard). Failed items collect there with a reason, and you can retry them individually or all at once.
- Some items genuinely can't be processed — for example private or region-locked videos, or videos with no usable audio. These are marked rather than retried forever.
- Check your credit balance — processing pauses when the balance hits zero and resumes after the daily refill.
A transcription looks wrong or incomplete
- Retry the item — transient provider errors are the most common cause of truncated transcripts.
- Very noisy audio, heavy crosstalk, or music-only tracks reduce quality on any transcription engine.
- For scanned documents, OCR quality depends on the scan; a cleaner source file gives a cleaner result.
Chat isn't answering, or answers seem off
- Confirm the collection shows Ready — chat only sees content that has finished indexing.
- If a response hangs, retry the question; if the page seems wedged, refresh the browser — your history is saved server-side.
- Remember the scope: folder chat answers only from the collections you selected. If the answer "should" be there, verify the source document actually made it into that collection.
- Use the citations — if an answer cites the wrong source, that's valuable feedback; tell us.
I can't sign in
- Email sign-in sends a verification email — check spam, and make sure you're opening the most recent one.
- Google or GitHub sign-in failing? Try again in a normal (non-private) browser window with third-party cookies allowed.
- If you use the Telegram bot, it can send you a magic sign-in link — send /login to your connected bot.
My Telegram bot isn't replying
- Check the bot is enabled on the Telegram page and connected to the right Keldura bot.
- Verify the bot's knowledge collections are Ready and non-empty.
- Check your credit balance — bot replies cost credits like any other chat.
The website widget won't load
- The embedding page's domain must be on the widget's allowed-domains list — the widget refuses to load from unlisted domains by design.
- The website widget requires an active paid subscription.
- Confirm the widget is On and your page uses the embed snippet exactly as shown on the Website widget page.
The app looks stale or misbehaves after an update
- When a new version ships, a banner offers a refresh — take it.
- Otherwise, a hard refresh (or closing and reopening the installed app) loads the latest version.
Still stuck?
Contact us via the contact page or [email protected]. Include what you did, what you expected, what happened instead, and roughly when — that's usually enough for us to find it in the logs. Keldura is in beta; see beta expectations for what that means.