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

# Troubleshoot knowledge readiness and stale sources

> Diagnose preparing articles, failed website syncs, missing or outdated pages, and unsupported answers.

An article can be published without being ready for Evelin, and a connected website can have pages that are not available for answers. Check source readiness before judging an answer in Playground.

## Choose one source for each piece of content

Use **Evelin AI → Knowledge sources → Help Center** for your published Protodesk Help Center articles. Use **Websites** for other public sites whose pages you want Evelin to search. A website connection accepts a public **sitemap URL**, not a single article URL or private page.

Do not also connect your own Protodesk Help Center sitemap when the native Help Center source is enabled. That imports the same articles through two paths, making it harder to tell which copy supplied an answer and whether both copies are current. Keep the article accurate in its original source.

## Check Help Center readiness

1. Open **Evelin AI → Knowledge sources**. Check that Help Center access is on and your changes are saved.
2. Check the **Published articles** status. **Published** means readers can see an article; **Ready** means its current published version has been prepared for Evelin. Drafts are not used for answers.
3. If the source says **Preparing** or **Needs attention**, choose **View progress** or **Review issues**. The details show how many published articles are ready, preparing, or failed, with the affected titles.
4. For a failed article, choose **Edit** to correct missing or outdated content, then publish the correction. Choose **Retry** for that article when offered. If several articles failed, an owner or admin can choose **Retry all failed**.
5. Wait for the current published version to become ready. Other ready articles can remain available while one article needs work.

If the Help Center is not published, no Help Center articles are available as an answer source. If preparation status is unavailable, do not assume the articles are ready; check again before relying on a test answer.

## Check website syncs and missing pages

For a website, look at its status and **pages available** count under **Websites**. **Preparing** or **Updating** means a sync is running. **Needs attention** or **Couldn't prepare** means the latest attempt had a problem; previously available pages may remain usable, but they may not reflect the latest website changes.

Choose **Review issues** or **Review details** to inspect the latest sync. Compare pages discovered and refreshed, page errors, redirects, duplicates, and any freshness date the website supplied. **Browse pages** lets you search by title or URL and inspect the saved content. A page marked **Removed** or **Not in answers** is not available for an answer, even if its old record is visible for inspection.

If a page is absent or failed:

1. Confirm that its public URL is in the sitemap and can be opened without a login. Make sure it contains readable text; an image-only page may not provide useful answer content.
2. Correct the public website or sitemap. A redirected or duplicate URL may resolve to another page; inspect the sync details before adding another copy.
3. Choose **Sync now**, or **Retry** if the source reports a problem. Check the available count and page status again when the sync completes.

Use **Manual**, **Daily**, or **Weekly** to set the refresh schedule. **Sync now** requests an extra refresh; it does not replace the chosen schedule. After an important edit or removal, request a sync instead of waiting for the next scheduled run. An incomplete sync can keep previously indexed pages available, so treat a **Needs attention** result as a freshness warning, not proof that every page is current.

When a page is removed from a sitemap, a complete successful sync is needed before the old page is marked removed from answers. An incomplete sync may preserve previously ready pages. If you no longer want any pages from a website connection, use **Remove website**; this stops its future syncs and removes that connection's pages from Evelin without changing the original website.

## Verify the answer, not just the status

Open **Evelin AI → Playground** and ask a realistic question. Check **Knowledge for this test**, then inspect **Knowledge used** in the result. Open the cited article or page and confirm that its current content directly supports the answer. A source can be ready yet still be incomplete, ambiguous, or wrong.

If the citation is missing or stale, fix the authoritative article or public page, publish or sync it, wait until it is ready, and repeat the same question. If two sources disagree, resolve the conflict at the source; adding more duplicate pages will not make the answer more reliable.


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