## 🔍 Overview

Some users encounter a persistent **"Error loading Content Assistant"** message when trying to open the editor. Unlike a typical temporary glitch, this error survives hard refreshes, browser cache clears, incognito mode, and even affects other users on the same account — such as a virtual assistant. This article explains what causes it, what you can do on your end, and when to contact support.



## ⚠️ Recognising This Error

This issue is different from a standard loading hiccup. Look for these signs:

- The Content Assistant editor fails to load every time, not just occasionally.
- The error persists across multiple browsers and devices.
- Logging out and back in does not fix it.
- Clearing your browser cache and cookies has no effect.
- Opening the editor in an incognito or private window still shows the error.
- Other team members or virtual assistants on your account are blocked too.
- The problem has lasted more than a few hours or several days.

## 🧭 Steps to Try First

Before reaching out to support, work through these steps in order:

1. **Hard refresh the page.** Press **Ctrl + Shift + R** (Windows) or **Cmd + Shift + R** (Mac) to bypass any locally cached version of the page.
2. **Clear your browser cache and cookies** and then reload the Content Assistant editor.
3. **Try a different browser.** If you are using Chrome, test in Firefox or Edge, and vice versa.
4. **Open an incognito or private browsing window** and navigate to the editor again.
5. **Log out of Search Atlas completely**, close all tabs, then log back in and retry.
6. **Try from a different device or network** to rule out a local connection issue.

If none of the above steps resolves the error, the root cause is almost certainly a backend issue affecting your account — not something on your device or network.



## 💡 What Actually Fixes This

Based on confirmed support cases, this type of persistent Content Assistant error is caused by a backend problem that cannot be resolved through any client-side action. When this happens:

- No amount of refreshing, cache clearing, or browser switching will fix it on your end.
- The fix requires a backend correction applied by the Search Atlas engineering or support team.
- Once the fix is applied, the Content Assistant editor loads normally for all users on the account, including virtual assistants.

This is why it is important to contact support promptly if you have gone through all the steps above and the error continues. The sooner the team is notified, the sooner a backend fix can be applied.



## 📋 Information to Have Ready When Contacting Support

To speed up resolution, gather the following before opening a chat:

- The URL of the Content Assistant editor page that is showing the error.
- Approximately when the error first appeared.
- Confirmation of which troubleshooting steps you have already tried (browsers tested, cache cleared, incognito, etc.).
- Whether other users or team members on your account are also affected.
- Any screenshot or screen recording of the exact error message if possible.

## 🚀 After the Fix Is Applied

Once the backend issue has been resolved by the support team, the Content Assistant editor should load correctly immediately. You do not need to take any additional action on your end. Simply navigate back to the editor and confirm it is working. If the error returns after being resolved, contact support again right away with the details.



## 💬 Get Help Now

If you have completed all the troubleshooting steps above and the Content Assistant editor is still not loading, this requires a backend fix from our team. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.