Contact Us 1-800-596-4880
  1. Homepage
  2. Enhanced MuleSoft Experience
  3. Use the AI Assistant (MuleSoft Agent)

  4. Troubleshoot the AI Assistant

Troubleshoot the AI Assistant

If you experience issues using the MuleSoft Agent AI assistant, use this guide to identify and resolve common problems.

AI Assistant Doesn’t Respond

If the AI assistant doesn’t respond to your messages:

Check your connection:

  1. Verify that you have an active internet connection.

  2. Refresh the browser page.

  3. Try sending a simple message like "Hello" to test if the assistant responds.

Check session status:

  1. Verify that you’re still signed in to the enhanced experience.

  2. If your session expired, sign in again.

  3. Check for any error messages in the browser console (if you have developer tools access).

Try a different browser or clear cache:

  1. Clear your browser cache and cookies.

  2. Try using a different browser or incognito/private mode.

  3. Disable browser extensions that might interfere with the assistant.

If the problem persists, contact your administrator or support team.

AI Assistant Gives Incorrect or Incomplete Answers

If the assistant provides answers that don’t match your expectations:

Provide more context:

  1. Include specific names, IDs, or identifiers in your questions.

  2. Mention the environment, business group, or scope if relevant.

  3. Add details about what you’re trying to accomplish.

Example:

Instead of Try

"Show me APIs"

"Show me production APIs in the Customer Services business group"

"Why isn’t this working?"

"Why is the rate limit policy on my Payment API instance not being enforced?"

"Check errors"

"Show me error details for the User Authentication Agent over the last 24 hours"

Rephrase your question:

  1. Try asking the same question using different words.

  2. Break complex questions into smaller, focused questions.

  3. Use follow-up questions to narrow down the information you need.

Verify the assistant has access to the data:

  1. Check that the service is registered in your portfolio.

  2. Verify that monitoring or governance data has been collected for the service.

  3. Confirm that you have permissions to view the data you’re asking about.

AI Assistant Suggests Actions I Can’t Perform

If the assistant suggests actions but you can’t perform them:

Check your permissions:

  1. Verify your Access Management permissions in Enhanced Experience Permissions.

  2. Ask your administrator to review your role assignments.

  3. The assistant may suggest actions available in the product, but your specific permissions determine what you can do.

Check your subscription tier:

  1. Verify whether you have API Portfolio Access or Agent + API Portfolio Access.

  2. Some features (like agents, MCP servers, LLM proxies) require Agent + API Portfolio Access.

  3. Contact your administrator or account team about upgrading your subscription if needed.

Check service state:

  1. The service may need to be in a specific state (active, registered, etc.) before certain actions are available.

  2. Verify that required prerequisites are met (for example, a gateway must be configured before creating instances).

Search Results Aren’t Relevant

If search results don’t match what you’re looking for:

Use more specific terms:

  1. Include the service type: "Find agents that handle payments" instead of "Find payment services."

  2. Specify attributes: "Show me REST APIs with OAuth policies" instead of "Show me APIs."

Check the scope:

  1. Verify you’re searching in the right business group or environment.

  2. Ask the assistant to filter: "Show me only production services."

Verify service metadata:

  1. Search results depend on how services are described in their metadata.

  2. If a service doesn’t appear, check whether its description includes the terms you’re searching for.

  3. Update service descriptions to improve future search results.

AI Assistant Is Slow to Respond

If the assistant takes a long time to respond:

Check current load:

  1. During peak usage times, responses may be slower.

  2. If using monitoring or cost queries, large datasets may take longer to process.

Simplify your question:

  1. Break complex questions into smaller parts.

  2. Ask for summaries first, then drill into details.

Check your connection:

  1. Slow network connections can delay streaming responses.

  2. Try refreshing the page or reconnecting to your network.

AI Assistant Conversation History Is Lost

If your conversation history disappears:

Session expiration:

  1. Conversation history is tied to your session. If your session expires, history may be cleared.

  2. Sign in again and start a new conversation.

Browser storage:

  1. Clearing browser cache or cookies may remove conversation history.

  2. Conversation history is stored locally in your browser for the current session.

Intentional behavior:

  1. For privacy and security, conversation history may not persist across sessions.

  2. Sensitive information isn’t stored long-term.

Actions Performed by AI Assistant Fail

If the assistant confirms an action but the action fails:

Review error messages:

  1. The assistant should display any error messages from the system.

  2. Look for specific error details (validation errors, permission issues, etc.).

Check prerequisites:

  1. Verify that all required fields and configurations are complete.

  2. For instance creation, ensure the target gateway is available.

  3. For policy application, ensure the service instance is active.

Verify data:

  1. Double-check that URLs, names, and identifiers are correct.

  2. Ensure referenced services, gateways, or environments exist.

Try manually:

  1. Perform the action manually through the UI to see if the same error occurs.

  2. This helps determine whether the issue is with the AI assistant or the underlying system.

AI Assistant Can’t Access Recent Changes

If the assistant doesn’t recognize recently registered services or configuration changes:

Wait for indexing:

  1. Newly registered services may take a few minutes to appear in search results.

  2. Refresh the page and try again after a few minutes.

Verify registration completed:

  1. Check that the service registration or configuration change was saved successfully.

  2. Look for confirmation messages or check the relevant catalog.

Be specific:

  1. Use exact service names or IDs rather than relying on search.

  2. For example: "Show me details for service ID 12345."

Getting Additional Help

If these troubleshooting steps don’t resolve your issue:

  1. Check with your administrator.

    Your administrator can verify your permissions, subscription tier, and feature availability.

  2. Review documentation.

    See Use the AI Assistant (MuleSoft Agent) for complete AI assistant usage guidance.

  3. Review system status.

    Ask your administrator to check whether there are any known issues or maintenance windows.

  4. Collect diagnostic information.

    Before contacting support, collect: * The exact question or request you sent to the assistant * The assistant’s response * Any error messages displayed * The page you were on when the issue occurred * Your browser type and version

  5. Contact support.

    Reach out to your internal IT support or MuleSoft support with the diagnostic information.

See Also