Troubleshooting

Common issues and how to fix them. If your problem is not listed here, join our Discord server for help.

Bot is Not Responding

The bot appears offline

If DuffyBot shows as offline in your server member list:

  • Check the DuffyBot Discord server for any outage announcements
  • Try /ping. If there is no response, the bot may be temporarily down
  • Wait a few minutes and try again. Most outages are brief

The bot is online but not responding to tickets

  • Check bot permissions: DuffyBot needs Send Messages, Read Message History, and View Channel permissions in ticket channels
  • Check ticket status: If a staff member has taken over the ticket (/ticket takeover), the AI stops responding. Use /ticket reopen to re-enable AI
  • Check if ticket is closed: The bot will not respond in closed tickets

Tickets Are Not Being Created

Users click the button but nothing happens

  • Check ticket category: In Settings > Tickets, make sure a ticket category (Discord channel category) is set. The bot creates ticket channels inside this category.
  • Check bot permissions: DuffyBot needs Manage Channels permission to create ticket channels. Check the bot's role in Server Settings.
  • Check the category permissions: Make sure the bot has permission to create channels in the ticket category. Right-click the category in Discord, go to Edit Category > Permissions, and ensure DuffyBot can manage channels.

User gets "You have too many open tickets"

Each user has a limit on how many tickets they can have open at once (default: 3). They need to close existing tickets before opening new ones. You can adjust this limit in Settings > Tickets.

User gets "You are not allowed to create tickets"

The user is blacklisted. An admin can check and remove them with /blacklist list and /blacklist remove @user.

AI Is Giving Wrong Answers

The AI makes up information

While DuffyBot has anti-hallucination guardrails, no AI is perfect. If this happens:

  1. Use the Corrections feature in the dashboard to flag the wrong answer
  2. Check your knowledge base. The AI may be misinterpreting ambiguous content
  3. Make sure your KB content is clear and unambiguous
  4. Raise the confidence threshold in Settings > Behavior so the AI escalates more often

The AI says "I don't have information about that"

This means the AI could not find relevant content in your knowledge base. Solutions:

  • Add content about the topic to your knowledge base (index a channel, scrape a website, import a GitHub repo, or add a manual entry)
  • Create a FAQ entry for this specific question
  • Check that your indexed channels actually contain relevant messages

The AI gives outdated information

Your knowledge base might have old content. Go to Knowledge Base in the dashboard, check when sources were last scraped, and rescrape channels or websites that have been updated.

Dashboard Issues

Cannot see my server in the dashboard

  • You need Administrator permission in the server
  • DuffyBot must be installed in the server
  • Try signing out and back in to refresh your Discord permissions

Changes are not saving

  • Check for error messages on the page
  • Make sure you click the Save button after making changes
  • Try refreshing the page and making the change again

Permission Issues

Bot says "Missing permissions"

DuffyBot needs specific permissions to function. Check these in your Discord server settings:

  1. Go to Server Settings > Roles
  2. Find the DuffyBot role
  3. Ensure these permissions are enabled: Manage Channels, Send Messages, Manage Messages, Read Message History, Embed Links, Attach Files
Warning: Channel-level permission overrides can block the bot even if the role has the right permissions. Check the permissions for the specific channel or category where the issue occurs.

Staff cannot see tickets

Staff roles need to be configured in the dashboard under Settings > Staff. Make sure the correct Discord roles are added. The bot adds these roles to ticket channel permissions when creating tickets.

If a staff role was added after a ticket was created, that role will not have access to existing tickets, only new ones.

Transcript Issues

Transcripts are not being posted

  • Check that a transcript channel is set in Settings > Transcripts
  • Make sure DuffyBot can send messages in the transcript channel
  • If the transcript channel was deleted, set a new one in the dashboard

Users are not receiving DM transcripts

  • Ensure "DM Transcripts" is enabled in Settings > Transcripts
  • The user may have DMs disabled for the server. DuffyBot cannot force DMs to users who have this turned off

Still Need Help?

If none of the above solved your issue:

  1. Enable debug mode (/debug on) and try to reproduce the issue. Debug info may reveal the cause.
  2. Join the DuffyBot Discord server and describe your issue in the support channel. Include what you have tried so far.
Staff Commands