I can't see the sources in Noxtua, or they don't match the answer

Symptoms

You asked Noxtua a question, and the answer arrived, but its sources are missing, won't open, or don't seem to support the answer. You may see one or more of these:

• The answer has no numbered citation markers, or the Sources panel says No sources yet or Sources appear as they are found.

• A citation marker shows only Source or Citation without a number or title, or the hover card keeps showing Locating the citation …

• The source opens, but nothing is highlighted, or you see This citation could not be found in the source document.

• The side panel shows either The publisher document could not be opened or This file cannot be shown here.

• The panel shows: This source is too long to display in full. Only its opening part is shown here, and the cited passage is not in the visible part.

• A citation opens a statute, decision, or commentary that addresses a different topic, jurisdiction, or version than the answer describes.

• In an older chat, a citation opens the publisher's website in a new tab instead of the side panel.

Applies to

Quick fix

Most source problems clear up once the answer has finished and the page has the latest data.

1. Wait until the answer has stopped writing. Citations resolve only at the end, so markers can stay incomplete until then.

2. Reload the page (Ctrl+R / Cmd+R), then reopen the chat from the sidebar. Your chat and its sources are saved.

3. Check that the Jurisdiction in the composer is set to the country your question is about. If it is, click Regenerate response. If it isn't, start a new chat with the right Jurisdiction and ask again, since it can't be changed once a chat has an answer.

Causes & solutions

The causes below are ordered from most to least likely. Work through them in order.

1. The answer is still being written

How to tell: The panel shows In progress…, or the markers read Source with no number and the hover card says Locating the citation …

1. Wait until the answer has finished.

2. Open the Sources tab in the side panel. Sources are grouped by type (Legislation, Court decisions, Commentary, and so on) and listed in the order the answer first mentions them.

3. If the answer stopped early or shows The request could not be completed. Please try again., click Regenerate response.

Check: Each marker shows a number, and its hover card shows the source title and an excerpt.

2. The source is right, but the cited passage was not found

How to tell: The document opens without a highlight, or the hover card says This citation could not be found in the source document.

1. Read the excerpt in the hover card, then use your browser's find (Ctrl+F / Cmd+F) in the panel to search for a distinctive term from the excerpt.

2. Click Read more to see the full text of the source.

3. If the passage really isn't in the source, treat the statement as unsupported and report it (cause 3, step 3).

Check: You can find the passage the answer relies on in the opened source.

3. The answer cites a source that doesn't support it

How to tell: The opened source is about a different provision, country, court, or version than the answer describes.

1. Check Jurisdiction in the composer. Noxtua searches only the selected country's sources, so a question about German law asked under Switzerland gets Swiss sources. The Jurisdiction can't be changed once a chat has an answer, so if it's wrong, start a new chat with the right Jurisdiction and ask again.

2. Ask again with specifics: the statute and section, the file reference or ECLI of a decision, and the date the law should apply.

3. Click Report response (the flag icon below the answer) and choose Not helpful. Then pick the category Wrong source (or Hallucination if the source doesn't exist) and add a comment with the citation number.

Check: After regenerating, each cited source covers the point it is attached to. Always verify important statements against the source.

4. The source is too long to display in full

How to tell: The panel shows This source is too long to show in full. Only its opening part is shown here.

1. Click Open publisher original (new tab) in the panel toolbar.

2. Search the publisher's page for the passage from the hover card excerpt.

Check: The cited passage is visible on the publisher's site.

5. The source has moved since the chat was written

How to tell: In an older chat, the panel shows The publisher document could not be opened., or the citation opens the publisher's website instead of the side panel.

1. Click Open publisher original (new tab) if it is shown; the link still works even when the in-app copy has been replaced.

2. To get citations that open in the panel again, ask the question again in a new chat.

Check: The source opens either in the panel or on the publisher's site.

6. A file upload or project file can't be shown

How to tell: The panel shows This file cannot be shown here., or the file in the project shows Processing failed.

1. In the project's files, click Retry processing for the failed file.

2. Old Excel files (.xls) can be cited but not displayed. Save the file as .xlsx and upload it again.

3. If you see Could not read this file. Is it a supported, undamaged document?, open the file on your computer to check that it isn't damaged or password-protected, then upload it again.

Check: The file opens beside the chat, and the cited passage is highlighted.

7. Two documents share the same name

How to tell: Two files in the chat or project have the same name, and statements about them have no citation marker. Noxtua can't tell which file a citation should point to, so it leaves the citation out.

1. In the Sources panel, look for two files with the same name under Uploads and Project files.

2. Rename or remove one of the files and ask again.

Check: The statement now has a citation marker that opens the file you meant.

8. Your browser blocks the panel or the highlight

How to tell: Sources open in other browsers or for colleagues, but not for you.

1. Update your browser to the latest version.

2. Open Noxtua in a private window with extensions turned off. If it works there, turn your extensions back on one at a time to find the one blocking it.

3. Clear the site's cookies and cache, then sign in again.

Check: In your usual browser window, sources open, and the cited passage is highlighted.

Prevent it next time

• Set the Jurisdiction before you send the first question in a chat. It can't be changed once the chat has an answer.

• Name exact references: statute and section, file reference or ECLI, and the date the law should apply on.

• Let the answer finish before opening citations.

• Start a fresh chat for follow-ups on recent research; this usually works better than continuing an older one.

• Upload Excel files as .xlsx, and wait until uploads finish processing before asking Noxtua about them.

• Give documents distinct names.

• Keep your browser up to date and allow Noxtua in any ad or script blocker.

• Report incorrect sources as Wrong source. These reports help the team improve citation accuracy.

Still not working

Contact Noxtua support at support@noxtua.com. To help us fix it quickly, please include:

• Product and area: Noxtua chat, and the jurisdiction you selected

• Citation: the citation number and the source title shown in its hover card

• Browser: name and version, and your operating system

• Time: date, time, and time zone when it happened

• Screenshot: of the answer and the side panel, with the citation visible

• Error text: the exact message, for example, "The publisher document could not be opened."

• What you tried: which steps from this article you have already completed

Important: don't include confidential client details in screenshots unless your organization permits it.