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Troubleshooting the chat

Fixes for the most common chat issues: no answer generated, a stuck response, missing cantonal case law, document errors, missing history and share-link problems.

 Silex is not generating an answer at all.

Check your internet connection first, then refresh the page and resend the question. If nothing is generated in either the normal chat or Incognito mode, contact support@silex.legal with the question you were trying to ask and the approximate time.

The answer has been in progress for several minutes. 

Smart mode legitimately takes up to around three minutes, and longer questions with documents attached take longer still. If the response stays frozen well beyond that — including on a simple question — refresh the page and resend. If it happens repeatedly, report it to support@silex.legal: that pattern is a known issue the team tracks.

I cannot find cantonal case law.

This is the most frequent cause of "the sources are missing" reports, and the fix is usually immediate: select the canton in the canton filter before sending your question. Mentioning the canton in the text of your question does not activate cantonal sources — all 26 cantons are covered, but the filter is what triggers them. Edit your question, set the filter, and relaunch.

My document does not upload.

  • Unsupported format → only Word and PDF are accepted. Convert your file and retry.

  • Too many pages → the limit is around 60 pages per prompt. Split the document, or use Silo for large case files.

  • Unreadable file → the text must be selectable or OCR-compatible. A scan with no text layer cannot be processed; run OCR on it first or use Silo for non-OCR files.

  • Corrupted file → re-save or re-export the document, then upload it again.

A source link does not open, or leads to the wrong page.

Try opening the link in another browser. If the reference itself appears not to exist — a circular number or a ruling reference you cannot locate at the official source — do not use the statement: flag it with the feedback button below the answer so the team can investigate. Silex is a decision-support tool. Source verification and final legal responsibility remain with the professional using it.

The answer came back in the wrong language.

Silex answers in the language of your question. If the answer arrived in another language, check how the question was phrased — a question mixing two languages can go either way. You can also use the Translate action below the answer.

My conversations have disappeared from the history.

Note that some corporate privacy or session-cleaning software can wipe local browser data and make conversations disappear before they were backed up — this has happened in firms with strict IT policies. If conversations are still missing, contact support@silex.legal.

A share link does not work for my recipient.

Check the validity period you selected when generating it: a link set to 24 hours, 7 days or 30 days stops working once it expires. Generate a new link, and choose "never expires" if the recipient needs long-term access.

The answer is wrong or a reference is invented.

Use the feedback button below the answer — it is the fastest route for the team to identify a pattern. For anything blocking, write to support@silex.legal with the question asked and the problematic statement. See also the article on answer reliability.