> ## Documentation Index
> Fetch the complete documentation index at: https://docs.nulix.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Fix Common Nulix Issues: Step-by-Step Troubleshooting

> Step-by-step solutions for the most common Nulix issues — from custom domain setup and search indexing to team invitations and webhook failures.

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.

## Known Issues and Fixes

> **My custom domain isn't resolving**
>
> 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](https://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 [support@nulix.io](mailto:support@nulix.io) with your domain name and a screenshot of your DNS configuration.

> **Articles not appearing in search**
>
> 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.
>
> > [!NOTE]
> >
> > AI Search has its own indexing pipeline. If AI Search results are the issue specifically, see the **AI search returns irrelevant results** section below.

> **Team member invitation not received**
>
> 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 `noreply@nulix.io`.
>
> **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.

> **Images not loading in articles**
>
> 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](https://squoosh.app) or [TinyPNG](https://tinypng.com) 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.

> **AI search returns irrelevant results**
>
> 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.
>
> > [!TIP]
> >
> > 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.

> **Webhook deliveries failing**
>
> 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](https://docs.nulix.io/integrations/webhooks.md) page.

## Still Need Help?

If none of the steps above resolved your issue, the Nulix support team is here to help.

> [!NOTE]
>
> Email us at **[support@nulix.io](mailto:support@nulix.io)** 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](https://community.nulix.io) to get help from other users and the Nulix team.

You may also find an answer in the [FAQ](https://docs.nulix.io/support/faq.md), which covers common questions about the platform, billing, and content management.


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