Troubleshooting and Tips

Save your document before you start working with the add-in. Save the file, then open the sidebar.

Make sure you have an active internet connection. The add-in does not work offline.

Edit your query and resend. Click the edit icon on your last message, refine the prompt, and submit again. This is usually faster than starting over.

Start a new chat. If the conversation has gone in the wrong direction, a fresh chat resets the context and often produces a better answer.

Try the prompt enhancement button. If you are not sure how to phrase a request, the enhancement button will expand your short prompt into a more structured one.

Switch models. Different models vary in tone, depth, and reasoning. Try a different one from the model selector if you are not satisfied with the response.

Be more specific in prompting. Reference the clause number, the defined term, or the section heading you are asking about. Select the text and ask the query.

Close and reopen the Lucio panel from the Home tab.

Refresh by closing the document and reopening it.

Sign out and sign back in via the profile menu.

Restart Word if the panel remains unresponsive.

Large documents take longer to process. Lucio supports up to around 600 pages, but the closer you get to that limit, the slower responses get.

Reduce attached reference files if they are not needed for the current query.

Keep one chat per topic. If you switch from reviewing one clause to drafting a new one, start a new chat. Mixing contexts might make the Assistant less accurate.

Use the prompt library for anything you do repeatedly. If you find yourself typing the same instruction across documents, save it as a prompt.

These are known limitations.

If something is not working and none of the above helps, contact support with:

You can reach support from the profile menu in the sidebar.