Why can't the Mentor answer or read my file?

When the Mentor or Today’s Read does not answer, it is usually the connection, and nothing you wrote is lost. When the Mentor cannot read a file, the file is usually in a format it does not read, too large, or protected.

A Mentor message failed

The chat shows “That didn’t go through. Try again in a moment.” with Retry. Nothing from the failed message is kept in the chat, so tapping Retry sends it once, not twice. Check your connection, then tap Retry.

Today’s Read could not be built

You see “Couldn’t build your read. Your answers are kept, try again.” or, without a connection, “You’re offline. Your answers are kept, try again when you’re back.” Your answers are saved, so you do not have to answer the questions again. Try again once you are back online.

The Mentor can’t read my file

The Mentor reads PDF, Word (.docx), Excel (.xlsx), CSV, text and Markdown files, and images.

• Another file type: the Mentor says it isn’t a file type it can read. Save the file in one of the formats above and attach it again.
• A file that is too large: the Mentor says so. Send a smaller file, or only the pages or the part you want to talk about.

A few files cannot be read even in the right format:

• A PDF protected with a password.
• A scanned PDF that holds only pictures of the pages. Send photos of the pages instead, since the Mentor can read images.

A reply seems wrong

If a reply itself seems wrong, tap the ⋯ under it and choose Report response.