Overview
Some users encounter a persistent error when attempting to generate image alt text suggestions in OTTO. This error can appear even after clearing your cache, using incognito mode, or switching browsers and devices — which rules out a local issue on your end.
If you are experiencing this error, the steps below can help you resolve it. Because this type of issue may require investigation on the backend, contacting the support team is often the most direct path to a resolution.
What You Should Try First
- Hard refresh the page by pressing Ctrl + Shift + R (Windows/Linux) or Cmd + Shift + R (Mac) to ensure you are loading the latest version of the platform.
- Try incognito or private browsing mode to rule out browser extensions or cached data causing interference.
- Switch to a different browser (e.g., Chrome, Firefox, Edge) to confirm the error is not browser-specific.
- Wait a short time and try again. If a recent update was deployed, a brief delay before retrying can allow changes to propagate fully to your account.
- Attempt generation on fewer images at a time to help isolate whether the issue is specific to certain images or URLs. If only certain images fail, note which ones — this information will be important when escalating to the support team.
When the Error Persists
If you have completed all the steps above and the error continues, the issue requires investigation by the support team, who can review the affected OTTO project on the backend and escalate if needed.
Before reaching out, note down the following:
- The name of the affected OTTO project.
- An example of one of the image URLs that fails to generate (copy it from your browser if possible).
- Whether the error appears on all images or only specific ones.
- The browser and device you are using.
Providing these details upfront will help the team reproduce and investigate the issue as quickly as possible. To get help, please contact the Search Atlas support team.