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Troubleshooting

Common issues and solutions for the AI Copilot extension.

Chat widget does not appear​

The Copilot button is not visible in the bottom-right corner of admin pages.

Check the following:

  1. Extension is enabled: run php -f bin/magento module:status Mirasvit_Copilot and verify it shows as enabled.
  2. Cache is clean: run php -f bin/magento cache:clean.
  3. Static content is deployed: run php -f bin/magento setup:static-content:deploy -f.
  4. Admin user is logged in: the widget only appears for authenticated admin users.

Widget says "Copilot is not activated yet"​

The Copilot widget opens but shows this instead of the greeting.

Solution: the store has not been connected to the Copilot service yet. Go to Stores -> Configuration -> Mirasvit Extensions -> AI Copilot -> General Settings and click Activate Copilot. The Client ID and Client Secret are issued by activation and filled in for you - they are read-only and are not meant to be typed in by hand.

Admins without the AI Providers and Connectors permission are told to ask an administrator who has it, because activation is gated by that same permission.

"Access denied" for a tool​

Copilot reports that access is denied when trying to use a tool.

Solution: the admin user's role does not have permission to use the tool. See Configure role permissions for step-by-step instructions on enabling tool access.

"Access to table X is restricted"​

The Database Reader blocks a query because the table is restricted.

Solution: check the Tools Settings:

  • Verify the Table Access Mode (blacklist vs whitelist)
  • Check the Table Patterns list
  • If using whitelist mode, ensure the table is included in the patterns
note

Tables matching mst_mcp_* (the module's own tables) are always blocked and cannot be unblocked.

Copilot responses are slow or time out​

Check the following:

  1. Provider status: check the status page of the provider currently in use - for example status.openai.com or status.anthropic.com.
  2. Key health: open the AI Provider tab and click Test on the entry marked in use. See AI providers.
  3. Database query timeout: if Copilot is running slow queries, increase the Query Timeout in Tools Settings. The maximum allowed value is 300 seconds.

"You have no AI providers configured"​

The welcome screen shows this instead of the greeting.

Solution: add a provider key in the AI Provider tab - see AI providers. If you don't see the gear icon on the welcome screen, your role lacks the AI Providers and Connectors permission; ask an administrator who holds it.

"All configured AI providers are unreachable"​

Keys are configured, but none of them can currently answer.

Solution: open the AI Provider tab and read the badge on each entry. The badge names the problem and the line under it carries the provider's own explanation:

  • INVALID_KEY - the key was rejected. Rotate it at the provider and paste the new one.
  • INSUFFICIENT_QUOTA - the account is out of credit or over its spending cap. Top it up or raise the cap.
  • MODEL_UNAVAILABLE - the account cannot use the selected model. Pick another model on the entry.
  • RATE_LIMITED / TRANSIENT_ERROR - the provider is throttling or briefly failing. These clear on their own; Test re-probes immediately.

Click Test after fixing an entry. The notice clears as soon as one provider answers, without reloading the page.

Copilot answered but says a provider could not​

A note like "OpenAI could not answer. Switching to Anthropic" appears mid-conversation.

This is failover working as intended: the turn moved to the next provider in the list and carried on. The reason is on the second line of the note, and the failed key's badge in the AI Provider tab records it. Fix that key when convenient - until you do, it is skipped and the fallback carries the load.

If the note says "and no other provider is configured", the turn had nowhere to go. Add a second provider from a different vendor so one vendor's outage does not stop Copilot.