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

> ## Agent Instructions
> Follow the content contract in AGENTS.md.
> Treat text as the canonical explanation; video and screenshots enhance it.
> Do not publish unverified product behavior or duplicate an existing canonical article.

# Troubleshoot a stuck Chat response, image, or video

> Check unfinished work, find completed results, and avoid starting duplicate requests.

If Chat stops responding or an image or video is not ready, check the original request before starting again. It may still be working.

## Look for the result first

1. Return to the Chat or workspace where you started the task.
2. Read the latest status or error.
3. Check for a completed result before retrying.
4. If you lost the conversation, use [Search Chats, documents, and files](/knowledge-base/chat/search-chats-documents-and-files).

## Choose the next step

| Where you are stuck | What to do |
| - | - |
| Chat stops showing progress | Save any unsent text, reopen the conversation, and check the latest response before sending the request again. |
| An image or video is still running | Keep the original job. Do not launch identical generations just because the result has not appeared. |
| A job shows a failure | Read the error and correct the named input or access problem before retrying. |
| A file or connected account cannot be accessed | Check the [uploaded file](/knowledge-base/troubleshooting/fix-a-file-upload) or [repair the connector](/knowledge-base/connectors-automations/reconnect-a-service) before retrying. |
| A usage or video allowance is exhausted | Check your balance and the available [top-up options](/knowledge-base/team-account/understand-usage-and-billing). |
| A publishing result is unclear | Check the destination before retrying. Repeating the action could create duplicate ads or other published work. |

A new generation may consume additional usage. Check what happened to the original before starting over.

## When to contact support

If the same failure repeats, or a running job never changes state, email [support@stefanbrain.com](mailto:support@stefanbrain.com).

Include the feature, approximate start time and time zone, exact error, and what you tried. Crop screenshots to the problem and hide private content. You do not need to send your full conversation.


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