Common Issues

Troubleshoot common Starfire AI chat, account, organization, and model problems.

Common issues

Use this page to narrow a Starfire AI problem to the correct subsystem before changing settings or escalating it.

First determine the scope

Ask these questions in order:

1. Is it one account or multiple accounts?
2. Is it one organization or all contexts?
3. Is it one model/provider or every model?
4. Is it one feature such as FORGE, Research, or Knowledge?
5. Does the web app fail while the Developer Platform still works, or vice versa?
6. Did the problem begin after a plan, permission, configuration, or release change?

A narrow scope usually points to account/configuration state. A broad scope is more likely to require health or incident investigation.

Chat will not send

Check:

• the account is still signed in
• the selected model is available
• the conversation is not carrying a broken/unsupported attachment
• plan or organization policy allows the requested feature
• a provider outage is not affecting the route

Try a new conversation and another eligible model before assuming the entire account is broken.

A model is missing

Effective model availability can depend on:

platform model state
+ plan entitlement
+ organization policy
+ user override
+ feature rollout
+ provider health

Two users can legitimately see different model lists.

A file exists but Knowledge cannot find it

The file may not be indexed yet, indexing may have failed, the source may be outside the active project/organization context, or retrieval may not consider it relevant to the current query.

See Knowledge & RAG troubleshooting for deeper checks.

A project is missing

Confirm the active account and organization context. A personal project and an organization-owned project can have different ownership and access rules.

Plan changed but access did not

Do not buy the plan again immediately. Check the BillingAccount → Stripe customer → subscription → Starfire plan → entitlement chain.

Use Billing troubleshooting.

Feature works for another user but not me

Compare plan, organization policy, role, user override, and staged rollout state. A feature flag can intentionally expose an Alpha capability to only part of the user base.

Long chat feels slow

Start a new conversation for unrelated work or move durable context into a Project/Knowledge source. Very long histories can increase browser and model-context overhead.

When to escalate

Escalate when:

• multiple users or organizations are affected
• a critical provider/model route is failing broadly
• billing cannot reconcile
• authentication or permissions are inconsistent with stored state
• background runs are stuck across many accounts
• administrators see unhealthy dependencies

Authorized operators should use System Health and Incidents for platform-wide problems.