Licensed to be used in conjunction with basebox, only.
// getting started
Contact support
Overview
When you are stuck: what to check first, which details help support and how to reach them. Most issues resolve in two minutes with the checks below – and if not, the right details get you to an answer much faster.
Check yourself first
| Symptom | Likely cause | Page |
|---|---|---|
| Upload fails, "context window reached", processing error | Chat too full or file too text-heavy | Context window |
| "File too large", "format not supported" | Limit or file type | Solving upload problems |
| "Web" switch missing, connector not visible | Not enabled, not for this app, no credentials | Connectors |
| Sign-in fails, password forgotten | Credentials | Signing in · Password management |
| Answers blurry or incomplete | Question too vague, chat too long | Better prompts |
| Microphone does not work | Browser permission | Using speech-to-text |
Does a new chat or reloading the page help? Both fix a large share of everyday problems.
Who to contact
Your administrators first when it is about sharing, connectors, models, groups or your role. These are settings of your organisation that basebox support cannot change.
basebox support when something does not work technically or a question about the application remains open:
- Via the support button in the user menu at the bottom left. By default it creates a support ticket; your organisation may also redirect it to its own ticket system or hide it.
- By e-mail to support@basebox.ai.
What helps support
The more complete these details, the less often follow-up questions are needed:
- Which environment – Demo, basebox Cloud or basebox Server, and the address at which you open basebox. If you do not know: Demo, Cloud or Server – which am I using?
- What you did – step by step, and whether it also happens in a new chat.
- What happened – the exact error message (screenshot or typed out), date and time.
- Your setup – browser and version, operating system; for uploads, file type and size.
- The details from "About" – in the user menu: version, model, realm. That saves a round trip.
What not to send
No secrets, no personal data
Do not send passwords, API keys or connector tokens – support does not need them. Do not send personal or patient data, not even as a screenshot of a chat. Describe the content instead or redact it.
Security incidents
If you suspect unauthorised access, a data leak or a model response with risk character, report it without delay to datenschutz@basebox.ai and inform your administrators in parallel. What basebox expects in such cases is set out in the Safety Notice.
For administrators and operations
- Administrators find traceability in the Audit log and usage data in the Dashboard.
- Platform Operators on basebox Server start with Troubleshooting and the FAQ; for support requests,
aisrvlogs and the browser console are the most important attachments.
Frequently asked questions
How quickly does support respond? That is governed by your organisation's contract. Ask your administrators for the agreed response times.
Can support see my chats? No. Support has no access to your conversations. Describe the problem or send a redacted excerpt.
I have an idea for a feature – where does it go? To support as well. What is already planned is in the Roadmap.