Troubleshooting guide for Live Hub (Beta)
During a Live Hub session, Instructors may encounter error messages or notifications that prevent certain actions from completing as expected. This article describes common instructor-facing errors, their possible causes, and the steps you can take to resolve them.
Connection issues
Error message
Scenario
Suggestions to overcome the error
Something went wrong. Please try again.
A general connectivity or session-related error occurs for example, when joining or interacting with a session and the request fails due to network instability, an expired ALM session, or conflicting browser state such as multiple tabs open to the same meeting.
- Check your network connection and ensure stable bandwidth with no VPN/proxy interference.
- Confirm you’re logged into ALM with a valid session — log out and back in if your session may have expired.
- Avoid joining the same meeting from multiple tabs at the same time.
- Try an incognito/private window or clear your browser cache if the issue persists.
- Refresh the page — most transient errors resolve after a reload; if it recurs, contact support.
Quiz tab issues
The messages below can appear when an Instructor creates or launches a quiz, and the quiz doesn’t meet the requirements needed to launch it.
Error message
Scenario
Suggestions to overcome the error
Enter a question to continue.
An Instructor tries to launch a quiz without entering the question text.
Enter the question, provide the answer options, select the correct answer, and then launch the quiz for participants.
Answer options can’t be left blank.
An Instructor enters the question text but doesn’t enter the answer options or leaves one or more answer options blank.
Enter the question, provide the answer options, select the correct answer, and then launch the quiz for participants.
Mark the correct answer.
An Instructor enters the question and answer options but doesn’t select a correct answer option.
Enter the question, provide the answer options, select the correct answer, and then launch the quiz for participants.
Poll tab issues
The messages below can appear when an Instructor duplicates, deletes, or resets a poll.
Error message
Scenario
Suggestions to overcome the error
Couldn’t duplicate the poll. Please try again.
An Instructor duplicates an existing poll, and the duplicate doesn’t get created.
Close the Polls & Quizzes panel and retry duplicating the poll.
Couldn’t delete all polls. Please try again.
An Instructor deletes all polls at once using Delete all, and the bulk delete fails or only partially completes.
Close the Polls & Quizzes panel and retry deleting the polls using Delete all polls.
Couldn’t delete the poll. Please try again.
An Instructor deletes a single poll, and the deletion doesn’t complete.
Close the Polls & Quizzes panel and retry deleting the poll.
Couldn’t reset the poll. Please try again.
An Instructor resets a previously run poll so it can be reused, and the reset doesn’t complete.
Close the Polls & Quizzes panel and retry resetting the poll.
Upload content issues
The message below can appear when an Instructor uploads a reference file that the AI assistant uses to answer questions.
Error message
Scenario
Suggestions to overcome the error
Couldn’t process the file. Please try again.
An Instructor uploads a corrupt, blank, or password protected file that can’t be processed.
Convert the file to a supported format (PDF or PPT) and upload it again.
Upload content toast issues
The messages below appear as toast notifications when an Instructor uploads a reference file that the AI assistant will use, and the file fails a specific validation check.
Error message
Scenario
Suggestions to overcome the error
File could not be processed. Please check the file and try again.
An Instructor uploads a file that is corrupt.
Check the file format and convert it to a supported format (PDF or PPT), then re-upload.
File is password protected. Please remove the password and re-upload.
An Instructor uploads a file that is password protected.
Remove the password protection from the file, then re-upload it.
File has no content to process. Please upload a file with text content.
An Instructor uploads a file that has no content for the AI assistant to process.
Upload a file that contains text content.
“FileName.pdf” exceeds the 1 MB limit.
An Instructor uploads a PDF file that exceeds the 1 MB file size limit.
Compress or reduce the PDF file size to under 1 MB, then re-upload.
“FileName.pptx” exceeds the 3 MB limit.
An Instructor uploads a PPT file that exceeds the 3 MB file size limit.
Compress or reduce the PPT file size to under 3 MB, then re-upload.
Breakout session issues
The messages below can appear when an Instructor tries to start breakout session.
Error message
Scenario
Suggestions to overcome the error
Cannot start breakout — connection is interrupted. Please try again when reconnected.
An Instructor tries to start breakout rooms while their connection is currently interrupted or reconnecting.
Wait for your connection to stabilize (watch for a reconnect indicator), and then start breakout rooms again.
Breakout could not be started. Please try again.
An Instructor starts breakout rooms, and the request to start them fails.
Retry starting breakout rooms. If it persists, close the Breakouts panel and try again.
Summary could not be generated.
This can occur in the following situations:
- No user was speaking during the session, so there is no audio content to summarize.
- Discussion is less than 60 seconds.
Ensure participants actively speak for at least 60 seconds during the session before generating the summary. If the issue persists, wait a moment and try again.
Answer generation toast issues
The message below can appear when an Instructor asks the AI assistant to generate an answer to a Participant’s question in chat.
Error message
Scenario
Suggestions to overcome the error
This wasn’t covered in the session.
A learner asks a question that isn’t covered in the uploaded content reference. This is expected behavior, not an error.
Answer the question manually.
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