FAQ and troubleshooting
Short answers to the questions people ask most when they start using Genie, and what to do when something does not work as expected. If your problem is not here, ask your workspace admin.
Signing in and getting around
I cannot sign in
- Email or password is incorrect: check both, or click Forgot password? on the sign-in page.
- Too many failed sign-in attempts: wait a few minutes and try again.
- There is no Genie account for you yet (or No account exists for this email with Microsoft): you have not been invited. Ask your workspace admin.
- Your session has expired: sign in again.
See Getting started.
I am in the wrong workspace
Click your name at the bottom of the sidebar and choose the right workspace under Switch workspace.
How do I change the language of the menus?
Click your name at the bottom of the sidebar, then Settings → General → Interface language. This changes the menus and buttons only. To get an answer in another language, ask in that language or say "answer in English".
Access and permissions
I cannot see a knowledge base, a document or an agent that a colleague uses
Genie shows each person only what they may use. Your colleague may belong to a department, role or group that has access you do not have. This is on purpose. If you need it for your work, ask the person who created it or your workspace admin. There is no "request access" button in Genie. See Why you may not see a document.
A colleague got a different answer to the same question
That is normal. Genie answers from the documents and data each person may read, and some tables only show each person their own rows. The agent or mode you use, and how you phrase the question, also change the answer.
Can my colleagues read my conversations?
Not unless you share them. Your conversations are yours; colleagues only see the ones you share with them (see Conversations).
Can my workspace admins see what I ask Genie?
No. Your admins see numbers only: how many answers were rated helpful or not and why, which knowledge bases and agents answer weakly, and how much people ask. They never see your questions, Genie's answers or your name in these reports. Usage & cost shows how much each person used, never what they asked, and the audit log records data lookups.
An admin reads one of your questions only if you send it. When you rate an answer 👎, you can tick Send this question and answer to the workspace admins so they can improve Genie; the box is unticked unless you tick it. Your admins then see that question, Genie's answer and your comment, without your name. To take it back, click 👎 again and untick the box. See Rate an answer.
Your data and messages are encrypted and kept secure. For everything admins can and cannot see, including Teams and Zalo and what happens when a system administrator exports your data, see Privacy.
Some menu items or buttons are missing
Your role and your company's setup decide what you see. For example, a Viewer cannot create knowledge bases or agents, Toolbox and Shared spaces are shown to admins only, and Artifacts appears only when your workspace has a sandbox.
Answers
Genie says it found nothing, or answers without citations
Genie found nothing in the documents you can read. Rephrase with the words your company uses, add details (branch, period, product), or choose the knowledge base or document yourself. An ⓘ icon with No relevant content found in knowledge base… means the answer comes from general knowledge, not from your company. See Sources and citations.
The answer is wrong or out of date
- Open the citations and check the source document and its date.
- Rate the answer 👎 and choose Wrong or Outdated. To show the admins exactly what went wrong, tick Send this question and answer to the workspace admins so they can improve Genie and add a comment.
- Tell the person who looks after that document, if you know them.
Your rating counts in your workspace admins' reports, so the documents can be fixed. They see your question only if you ticked the box.
Genie is slow
Deep mode, data lookups and code take longer than a quick answer. If you see The model is taking longer than usual, still waiting…, the AI service is busy; wait a little, or click the stop button and try again. For a simple look-up, use the Fast mode.
Genie says I have reached my usage limit
Your company can give each person, and each workspace, a monthly usage limit. Genie warns you when you are getting close. Once the limit is reached, new questions are paused until the date Genie shows. If you need to continue before then, contact your workspace administrator.
The answer stopped in the middle
An ⓘ icon under the answer tells you when it was cut off because it was too long. Ask for a shorter answer, or ask in parts.
Why did Genie search the web, or not?
The note at the top of the answer explains it, for example Searched the web because the question needs current information. Questions about your own company stay in your documents. You can set web search to Always or Off for a conversation. See Web search.
How do I make Genie use only one document or knowledge base?
Click Ask this knowledge base on a knowledge base, choose knowledge bases under + → Knowledge bases, or type @ and pick a file. See Ask your documents.
How do I start fresh?
Click New chat. Earlier questions in a conversation influence the next answers; a new conversation starts clean.
Data, files and code
Genie does not give me figures from the ERP or Power BI
Your admin decides who may query each data source; new sources start with administrators only. A table can also be limited to your own rows, or need a detail of your profile (such as your branch) that is missing. Data lookups do not work in Teams, Zalo or a website widget. Ask your workspace admin. See Ask your data.
How do I get a table in Excel?
Ask Genie: "Put this table in an Excel file." When your workspace has a sandbox, Genie creates the file and you can download it. There is no export button on result tables. See Files and artifacts.
My file is not accepted
You can attach up to 5 files per message, each within your company's size limit (300 MB unless changed). Pictures must be JPG, PNG, GIF or WEBP under 10 MB, and only some agents accept them. Some agents accept fewer file types.
Genie no longer knows about the file I attached yesterday
Attached files are kept for a limited time (a day unless your company changed it). Attach the file again. Documents you use often belong in a knowledge base: ask your admin.
Where are the files Genie made for me?
On the Artifacts page in the sidebar, and in the conversation where they were made (folder button at the top right). See Files and artifacts.
The sandbox lost my files
A sandbox pauses when idle and is replaced after a long pause. The files Genie delivered to you are kept; scratch files are not. Ask Genie to deliver important results as files, and download them. See Code and sandbox.
Conversations and memory
I deleted a conversation by mistake
Open Recently deleted at the bottom of the sidebar and click Restore. Deleted conversations stay there for 30 days unless your company chose another period.
Genie remembers something wrong about me
Open Settings → My memory, then edit or delete the memory. You can also turn memory off with Use long-term memory for me. See Memory.
Voice and other apps
There is no microphone in the message box
Voice input must be set up by your system administrator. If you see the microphone but it does not work, allow the microphone for the Genie site in your browser settings. See Voice input.
Genie does not answer me in a Teams channel
In a channel or group chat, mention the app in your message (@ followed by its name). In a direct chat, every message goes to Genie. If Genie asks you to link your account, send /link in a direct chat. See Genie in Teams, Zalo and other apps.
Genie in Teams ignores my file
Genie in Teams reads text only. Ask about files in the web app.
Good to know
- Your admin is your first contact for access, missing documents, data sources and channels. Models, voice input, web search and the sandbox are set up by your system administrator; your workspace admin can turn web search and running code off for your workspace.
- Rate answers. A 👎 with a reason is the quickest way to get a document fixed.
- Check citations before you rely on an answer for a decision, a customer or a figure.