Troubleshoot a learning session
Recover provider access, interrupted responses, local saves, course delivery, and offline readiness.
On this page
Provider sign-in failed
Open Settings, Models & Providers and check the credentials for the provider used by the selected chat model. Re-enter an invalid or expired key, or complete the provider's sign-in flow where offered, then retry the failed turn. Check that the selected model belongs to the provider you configured.
Model access is not allowed means the provider account may lack access to that model. Choose a model available to the account or correct its permissions. Provider credits unavailable needs attention in that provider account, or another configured model; repeatedly retrying the same request will not restore credits.
If the error is Voice sign-in failed, check the speech provider separately in Learning, Speech & Voice. You can turn speech off and continue with text.
The reply stalls or cannot reach the provider
Keating retries brief network interruptions, timeouts, and temporary provider failures before showing an error. If the error remains, check your connection and any VPN or proxy. If you chose a local model server, confirm that it is running and reachable from the browser.
Use Stop generating to stop a response that is still running before changing direction. Retry after the connection recovers, or choose another configured model if the provider remains unavailable. Respect a rate-limit wait message instead of repeatedly sending the same prompt.
For Conversation is too large for this model, start a focused chat, remove large attachments, or choose a model with a larger context window. Preserve any unsent work before reloading the page.
Sessions are missing or local saving fails
Return to the same browser profile and https://keating.help/chat, then use Search sessions. A new browser profile or private window may have an empty local history. Do not clear site data as the first troubleshooting step: it can remove the records you are trying to recover.
If the storage persistence warning appears, choose Try again. Browser settings determine whether persistence is granted. If saving fails because storage is full, keep copies of important text and files, free device space without deleting Keating's site data, and retry the save.
For a file attachment failure, read the message and use the offered Retry file or Retry files control. Check the file size and type. Scanned PDFs need readable text, and course submission attachments have a limit of 10 files and 25 MB per file.
Check offline readiness before relying on it
A page opening from cache or a conversation being saved locally does not mean the selected tutor can answer offline. Hosted providers need a connection. A local model also needs its runtime and model files available on the device where it runs.
If your installed desktop build shows Offline tutor under Models & Providers, inspect its status. Resume download continues a paused download; Ready offline tells you to choose MiniCPM5 2B (Offline) in the model selector. Offline runtime unavailable in this build means that build cannot provide the offline runtime.
Before depending on offline tutoring, finish setup while connected, select the local model, disconnect, and try a short text conversation. This is a readiness check for your installation, not a promise that an offline installer is currently available. In the desktop offline tutor, images need a vision model and recordings need a transcript.
Course work is saved but not delivered
Saved on this device means a local copy exists. Wait for Delivered to course before assuming the course has received it. If delivery is queued, restore the connection and use Retry delivery. Keep the browser's local data and original files until you have confirmed delivery.
If the course itself cannot open, follow the access screen's recovery: Retry course access for a failed check or Check account when account access is required. An unavailable hosted workspace cannot be fixed by repeatedly submitting your work. A course invite that no longer works may need a fresh invitation from the organiser.
An activity is broken or an answer is still awaiting review
Use Retry interaction when an activity cannot display and the control is offered. For a completed activity that could not save, use its specific retry control, such as Retry save quiz. Tell Keating which question failed if you need a simpler version.
Awaiting grading means a model verdict has not arrived. After restoring provider access, ask Keating to review the submitted answers. Not independently checked is different: the mathematical checker did not establish the result, but the lesson can continue and a model can still give a labelled verdict. Neither state alone means you answered incorrectly.
When reporting a persistent problem, include the visible error title, selected provider and model, the action that failed, and whether the problem affects text, voice, an attachment, or course delivery. Remove credentials and private content from any details you share.