Use these fixes to resolve common Hybrid Manager (HM) Chat Agent issues for users and administrators. If you don't see your issue here, contact EDB Support with the request-tracing ID shown in the HM console.
The sparkle icon doesn't appear
Problem: the rainbow sparkle icon is missing from the HM header.
Cause: the AI scenario isn't installed. Chat Agent is part of the AI scenario.
Fix: check with your HM administrator that the AI scenario was selected at install or upgrade time. See HM installation scenarios.
The sparkle icon is disabled with a tooltip
Problem: the icon is visible but grayed out. Hovering shows a tooltip such as The administrator needs to configure an inference service to enable the Chat Agent — or another reason.
Cause 1: no chat-completion model is registered as a Chat Agent provider.
Fix 1: the administrator must register a chat-completion model and apply the chatbot-gen-content function. See Configuring the model.
Cause 2: the registered inference service isn't ready.
Fix 2: open Estate > Inference Services and confirm the Status column shows Ready. Chat Agent only surfaces inference services in the Ready state — services in any other state (for example, Unknown) can't be used by Chat Agent.
Cause 3: the Chat Agent service is unavailable.
Fix 3: the tooltip includes a reason. Wait a moment and try again, or check with your administrator that the supporting HM workloads are healthy.
Generation stalls or fails
Problem: the Waiting… placeholder bubble stays for a long time, or the response ends with Request failed, please try again!
Cause 1: the configured model is unreachable or has reached a usage limit.
Fix 1: try a different model from the model selector if more than one is registered. Otherwise, check the model server's status in AI Factory > Model Serving (Monitor InferenceService).
Cause 2: the prompt is too long. Each user message is capped at 10,240 characters.
Fix 2: trim the prompt and retry.
Cause 3: network egress is blocked.
Fix 3: for third-party models, confirm that the HM cluster has outbound access to the provider's API.
Cause 4: the model rejects the configured chatbot-default-thinking-level. Not every reasoning model accepts a per-request thinking-level setting, so the turn fails when one is passed.
Fix 4: remove chatbot-default-thinking-level from the model's Functions field to fall back to the model's default, or switch to a model that documents support for per-request thinking-level configuration. See Configuring model functions.
Chat Agent doesn't answer my question
Problem: Chat Agent says it can only help with HM topics.
Cause: Chat Agent answers HM-related questions only. Off-topic questions — general knowledge, math, creative writing, and other products — are out of scope.
Fix: rephrase your question to be about your HM estate, an HM feature, or HM documentation.
Chat Agent says it can't perform an action
Problem: Chat Agent reports a 403 or not authorized error and stops, or says you don't have permission to perform the action.
Cause: Chat Agent runs as your user account. If you don't have the role to perform the action in the HM console, Chat Agent gets the same answer.
Fix:
- Confirm with an administrator that you hold the right organization or project role.
- Check that you are a member of the project the action targets.
- For action types that require approval workflow (such as some automation tasks), wait for an administrator to approve.
See Authorization model.
Chat Agent doesn't see my cluster or project
Problem: Chat Agent says it cannot find a project or cluster you know exists.
Cause 1: you aren't a member of the project that owns the resource. Chat Agent only sees resources within projects you can access.
Fix 1: ask an administrator to add you to the project.
Cause 2: you misspelled the resource name. Resource names are unique within a project. Chat Agent resolves a name to an ID by listing the resources first, and a typo causes it to find no match.
Fix 2: copy the resource name from the HM console and retry.
Chat Agent says a topic post-dates its knowledge
Problem: Chat Agent says the topic you asked about is newer than its bundled documentation snapshot.
Cause: each HM release ships with a snapshot of the official HM documentation, with a stamped knowledge cutoff date. Chat Agent reports when the documentation snapshot does not contain an answer.
Fix: refer to the official EDB Hybrid Manager documentation site for newer information. To benefit from a fresher in-product snapshot, upgrade HM to a more recent release.
Chat Agent keeps asking follow-up questions
Problem: Chat Agent keeps asking for more information before completing your request.
Cause: some Chat Agent flows follow a predefined sequence of inputs to complete a specific task — Postgres Cluster lifecycle management is one example. When Chat Agent doesn't have all the required parameters, it keeps asking until it does, rather than guessing or proceeding with incomplete data.
Fix: fill in the requested information to continue, or cancel the form or type an unrelated message in chat — the question clears.
Charts don't render in the response
Problem: the response shows raw chart syntax or a malformed placeholder instead of a rendered chart.
Cause: chart generation requires the model to emit precise structured output. Smaller models often struggle with the syntax and produce charts the renderer can't display.
Fix: switch to a Large or Extra Large model from the model picker if your administrator registered more than one. Otherwise, ask the administrator to register a stronger model. See Model strength tiers.
Reduced capability
Problem: Chat Agent doesn't offer cluster creation, doesn't ask structured follow-up questions, or doesn't start the full interactive flow you've seen before.
Cause: Chat Agent capability scales with the strength of the configured model. A Small or Medium model handles fewer flows than a frontier model, and structured follow-up forms are only used when the model supports them.
Fix: select a stronger model from the model picker if your administrator registered more than one, or ask the administrator to register a stronger model. See Model strength tiers.
Contacting support
If the issue persists, capture the following before contacting EDB Support:
- HM troubleshooting information — open About from the HM console footer and select Copy troubleshooting information to capture the version, build, scenarios, organization, session, and platform details.
- The model and model provider in use, if known.
- A copy of the prompt you sent and the response you received.