How Known Issues Are Tracked
This category is used by the Convai team to track confirmed or recurring issues that may affect multiple users.
Known Issues are different from regular bug reports or support questions. A topic appears here when the Convai team has enough information to publicly track the issue, share updates, provide a workaround, or notify users when a fix is available.
Who can create Known Issue topics?
Only the Convai team can create new topics in this category.
This helps keep Known Issues clear, accurate, and easy to follow. If you are experiencing a problem, please create a topic in the most relevant support category first. If the issue is confirmed or affects multiple users, the Convai team may create or link it to a Known Issue topic.
When does something become a Known Issue?
An issue may become a Known Issue when:
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The same problem is reported by multiple users
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The Convai team confirms or reproduces the issue
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The issue affects an important product, SDK, plugin, API, or workflow
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A workaround needs to be shared publicly
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A fix is being investigated or prepared
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Multiple duplicate reports should be tracked in one place
Not every bug report automatically becomes a Known Issue. Some reports may require more information, may be specific to one setup, or may be handled directly in the original support topic.
What information will a Known Issue include?
Known Issue topics may include:
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Current status
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Affected product, SDK, plugin, platform, or feature area
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Symptoms users may experience
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Affected versions or environments, when known
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Workaround, if available
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Updates from the Convai team
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Fix information, once available
Can users reply to Known Issue topics?
Yes. If you are affected by a Known Issue and have useful additional information, you may reply with details such as:
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Product or SDK/plugin version
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Platform, browser, engine version, or device
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Steps to reproduce
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Relevant logs or screenshots
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Whether the workaround helped
Please do not post API keys, tokens, passwords, secrets, private project data, private character data, or customer information.
How are duplicate reports handled?
If a new report matches an existing Known Issue, the Convai team may link the report to the canonical Known Issue topic and close or redirect the duplicate topic.
This keeps updates in one place so users can follow the latest status without searching across multiple discussions.
What do the statuses mean?
Known Issue topics may use statuses such as:
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Investigating — The Convai team is looking into the issue.
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Workaround available — A temporary solution is available.
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Fix in progress — The issue has been confirmed and a fix is being worked on.
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Fixed — A fix has been released or the issue has been resolved.
How will fixes be communicated?
When a fix is available, the Convai team will update the Known Issue topic with relevant information, such as the fixed version, release details, or recommended next steps.
If the issue still happens after a fix is released, please reply with updated details so the team can investigate further.