Query stuck on “Processing” or chat not responding
Sometimes, after submitting a query or running a workflow, you may notice that the interface stays on “Processing…” for a long time, or that the chat stops responding altogether.
This does not always mean something is broken. In most cases, it is related to document size, session timing, or how the request was submitted.
Why this happens
This typically occurs due to one of the following reasons:
The document or workflow is large or computation-heavy, which naturally takes longer to process.
The request. or session timed out after a period of inactivity or brief disconnection.
A server-level error prevented the process from completing within the prescribed time.
In these situations, the request may either still be running in the background or may have dumped the processing altogether.
A long loading state does not necessarily mean the request has failed.
What to do if processing takes too long
If a query is processing or loading for longer than expected (longer than 4-5 minutes):
Do not refresh immediately, as this may interrupt the request.
In a new tab, check the Matter History to see if the request has completed and the output is saved there.
Wait a little longer, especially for large files or complex workflows.
If none of the above works, refresh the page and ask your query again (you may want to copy your query and paste it for the second attempt).
Best practices to avoid the issue
For very large documents, break tasks into smaller, targeted questions.
Avoid switching tabs or refreshing immediately after submitting a query.
If you plan to step away, wait for the processing to begin before leaving the page.
Requests that do not fully start processing are intentionally not saved, to avoid incomplete or misleading entries appearing in Matter History.
When to contact support
If processing never completes even after waiting for over 6-7 minutes, or
No output appears in Matter History even after processing begins
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