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Most issues with Nulix have a straightforward fix. This page walks you through the most common problems users encounter and the steps to resolve each one. Work through the relevant section below, and if you’re still stuck after following the steps, reach out to the support team — details are at the bottom of this page.

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Known Issues and Fixes

If your custom domain is showing an error or failing to load your knowledge base, the issue is almost always DNS-related.
1

Verify Your CNAME Record

Check that you’ve added a CNAME record in your DNS provider’s dashboard pointing your subdomain (for example, help.yourcompany.com) to hosted.nulix.io. The record must match exactly — any typo will prevent resolution.
2

Wait for DNS Propagation

DNS changes can take anywhere from a few minutes to 48 hours to propagate globally. Use a tool like dnschecker.org to monitor propagation progress across regions.
3

Confirm the Domain in Nulix

In your workspace, go to Settings > Custom Domain and confirm the domain has been entered correctly and that the SSL certificate status shows as Active. If the certificate is still provisioning, wait a few more minutes.
4

Contact Support

If the domain still isn’t resolving after 48 hours and your DNS records look correct, contact support at [email protected] with your domain name and a screenshot of your DNS configuration.
If newly published articles aren’t showing up in search results, the search index may need to be refreshed.
1

Trigger a Manual Reindex

Go to Settings > Search > Reindex and click Reindex Now. This forces Nulix to rebuild the search index for your entire knowledge base.
2

Wait for Indexing to Complete

Reindexing typically completes within 10 minutes, depending on the size of your knowledge base. Avoid publishing or editing articles during this window.
3

Check Article Visibility

Confirm that the article’s visibility is set to Public (or the correct audience) under the article’s settings. Articles set to Draft or restricted to an audience you’re not part of won’t appear in search results.
AI Search has its own indexing pipeline. If AI Search results are the issue specifically, see the AI search returns irrelevant results section below.
If a team member says they haven’t received their invitation email, try the following steps before assuming the invitation failed.
1

Ask Them to Check Spam

Invitation emails occasionally land in spam or junk folders, particularly for corporate email addresses with strict filtering. Ask the invitee to search for an email from [email protected].
2

Resend the Invitation

In your workspace, go to Settings > Team, find the pending invitation, and click Resend Invitation. A fresh email will be sent to the address on file.
3

Verify the Email Address

Confirm you entered the correct email address. If there’s a typo, delete the pending invitation and send a new one to the correct address.
4

Check Your Email Domain Allowlist

Some Nulix plans restrict invitations to specific verified email domains. Go to Settings > Team > Allowed Domains and ensure the invitee’s domain is listed. Add it if it’s missing.
If images appear broken or fail to render inside your articles, the file likely didn’t upload correctly or doesn’t meet Nulix’s requirements.
1

Check the File Size

Nulix supports image uploads up to 5 MB per file. Images larger than this are rejected at upload time. Compress the image using a tool like Squoosh or TinyPNG and re-upload.
2

Verify the File Format

Nulix supports the following image formats: JPG, PNG, GIF, SVG, and WebP. Files in other formats (for example, HEIC, TIFF, or BMP) are not supported and must be converted before uploading.
3

Re-upload the Image

Delete the broken image from the article, then re-upload the file. If the image was added via a public URL rather than a direct upload, ensure the source URL is publicly accessible and not behind authentication.
If AI Search is returning results that don’t match what users are looking for, the issue is usually related to article quality or a stale AI index.
1

Improve Article Headings and Structure

AI Search relies heavily on article headings and introductory content to understand what each article is about. Make sure every article has a clear, descriptive title and uses informative H2/H3 headings rather than vague labels like “Overview” or “More Info.”
2

Re-enable AI Search to Force Re-indexing

Go to Settings > Search, toggle AI Search off, save, then toggle it back on and save again. This forces the AI index to rebuild with the latest content.
3

Allow Time for the Index to Update

After re-enabling AI Search, allow up to 15 minutes for the new index to become active. Avoid making bulk edits during this period.
Adding a short, plain-language summary paragraph at the top of each article significantly improves AI Search accuracy, as it gives the model a clear signal about the article’s purpose.
If your webhook deliveries are showing as failed in the delivery log, work through the following checks.
1

Confirm Your Endpoint Returns HTTP 200

Nulix requires your endpoint to respond with a 2xx HTTP status code within 10 seconds. If your handler does slow processing (database writes, external API calls), move that work to a background job and return 200 immediately on receipt.
2

Check Firewall and Network Rules

Ensure your server’s firewall allows inbound HTTPS requests from Nulix’s IP ranges. Contact support for the current list of Nulix webhook delivery IP addresses if you need to allowlist them.
3

View Delivery Logs

Go to Settings > Webhooks, select the webhook, and open the Delivery Logs tab. Each entry shows the full request payload, the response your endpoint returned, and the HTTP status code — use this to diagnose exactly what went wrong.
4

Verify Your SSL Certificate

Nulix only delivers webhooks to endpoints with a valid SSL certificate. If your domain’s certificate has expired or is self-signed, deliveries will fail. Renew or replace the certificate and test delivery again.
For a full explanation of the retry schedule and signature verification, see the Webhooks page.

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Still Need Help?

If none of the steps above resolved your issue, the Nulix support team is here to help.
Email us at [email protected] with a description of the issue, your workspace URL, and any relevant screenshots or error messages. You can also post in the Nulix Community Forum to get help from other users and the Nulix team.
You may also find an answer in the FAQ, which covers common questions about the platform, billing, and content management.