Clearer error visibility for Customer Agent knowledge source syncing

What is it?

We are introducing clearer error messages for knowledge source syncing failures. Previously, many of these issues were categorized under a generic “internal error”, which often told you only that an unknown error occurred. Now, you will receive a more granular error code directly related to the cause of the failure.

Why does it matter?

This update is designed to save you time and provide a clearer path to resolution. With a specific error message, you'll immediately know why a knowledge source failed to sync. This precision makes diagnosing the problem much faster and helps you take the correct steps to resolve the issue.

How does it work?

When a sync fails, you’ll see one of these error messages:

• This knowledge source no longer exists or can’t be reached.
• Website content couldn’t be loaded.
• The website returned an unexpected response. Check for redirects.
• Crawling is blocked by the site’s robots.txt file.
• This page is blocked from being read by automated tools.
• The page couldn’t be loaded because it’s private or blocked.
• This content couldn’t be synced because its URL is missing.
• The website had a server issue, possibly due to downtime or a security policy.
• This HubSpot content isn’t published, so it can’t be synced.
• This file type isn’t supported, so the content wasn’t synced.
• The document exceeds size limits, so it wasn’t processed.
• A secure connection couldn’t be made, so the page couldn’t be crawled.
• The content couldn’t be synced due to an unexpected error. Please try again later.

For each of these errors you will find more details on how to resolve them in this Knowledge Base article which will also be linked in the error messages.

Who gets it?

HubSpot Credits, Professional Customer Platform, Enterprise Customer Platform, Content Hub Professional, Content Hub Enterprise, Marketing Hub Professional, Marketing Hub Enterprise, Data Hub Professional, Data Hub Enterprise, Sales Hub Professional, Sales Hub Enterprise, Service Hub Professional, Service Hub Enterprise