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Troubleshooting chat answers that stop and downloads that fail in GTM One

Learn how to recover when a Chat answer stops partway or a document will not download or print.

Jake FreyJake FreyPrincipal Product Manager

Learn how to recover when a Chat answer stops partway or a document will not download or print.

Overview

Chat writes its answer as a live stream and saves the conversation as it goes. If the connection drops, or a download or print fails, find the message below and follow its steps.

An answer stops with "The response stream closed before the turn finished"

Cause

The connection that carries the answer closed before Chat said it was done. GTM One shows the message as an error notice, then reloads the saved conversation. If Chat finished the answer anyway, it now appears.

Resolution

  1. Wait a few seconds for the conversation to reload.
  2. If the answer is complete, carry on.
  3. If it is cut off, click Retry next to the feedback icons on the newest answer. Retry runs the same request again, so first check whether the original answer already did something (e.g., created an Audience or sent an email).
  4. If it keeps happening, reload the page, reopen the conversation from Chats and ask again.

An answer is still writing after I reopened the conversation

Cause

If the newest answer was still being written when you left, opening the conversation picks the stream up again. A long task Chat started in the background can keep updating its message after the answer is done. GTM One tries again up to 10 times if the connection drops, then stops watching. The work may still finish.

Resolution

  1. Wait for the answer to finish.
  2. If it never updates, reload the page and reopen the conversation to see what was saved.

A document download fails with "Failed to download the document. Try again later."

Cause

The file could not be fetched when you chose a download option from the document's Download options menu.

Resolution

  1. Wait a moment and choose the download option again.
  2. If it fails again, reload the page, reopen the conversation and click the document's card before downloading.

Print fails with "Failed to print file. Please try again."

Cause

Print fetches the PDF of the version on screen. The fetch failed.

Resolution

  1. Click Print again.
  2. If it fails again, use Download options to save the PDF and print it from your computer.

If you see an error

  • "The response stream closed before the turn finished" The answer's connection dropped. Wait for the reload, then use Retry if the answer is cut off.
  • "Failed to download the document. Try again later." The download failed. Try again, or reopen the conversation first.
  • "Failed to print file. Please try again." The PDF for printing could not be fetched. Try again, or download it.

Escalation

If it keeps failing, contact ZoomInfo support or your ZoomInfo admin. Include the question you asked, the time, the page you were on and a screenshot of the message.

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