I am constantly getting an error and need help

Q&A
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1

I have pdf drawings in a space as a knowledge base from by onedrive. I once had success in getting the AI to build an equipment list by looking through the drawings. However, it seems like the more rules I added to the chat agent the more it comes back with an error:

{
“requestId”: “cab8a181-d080-454b-b5b8-36f62c693f68”,
“errorMessage”: “InternalFailureException: An internal server error occurred”,
“errorCode”: “500”,
“userMessageId”: “”,
“timestamp”: “2026-03-26T16:54:36.759Z”,
“region”: “us-east-1”
}

Above is one of the errors. It cannot get through its process without “choking”. Can I please get support?

2

Hi @alyaple,

That is definitely some interesting behavior. If this is still occurring for you since you posted this topic, I would guess that it could be the chat agent hallucinating. I would recommend if possible adding words listing the equipment to the PDF, as I feel that should better help the agent interpret the document. Other than that, I would also recommend creating a support ticket with AWS Support, as they may be able to help just in case there is an inherent issue with your use case.

3

I try to create that support ticket, and the link takes me to directions on what to put in the ticket, but never shows me a link to the actual ticket. It is crashing on me all the time. And I can’t add every piece of equipment into every pdf title. It was working previously but it seems I have gotten too complex for it.

4

Hi @alyaple ,

Apologies for the delayed response on this thread, check out the following link, this is more detailed steps on how to create the support ticket. Legacy experience: Creating support cases and case management - AWS Support

Let us know if you have any additional questions.

Thank you.

5

It started working again a few days later and is really working good at this point. I bookmarked your link that you provided for future cases. Thank you!

6

Hi @alyaple ,

That is great to hear that it is working again! Was there anything particular that you did to make it work again? It would be very helpful share for the community in case other community members run into the same issue.

Thanks!

7

Nothing that I did. I was wondering if many people started having similar bog down issues and it was rejecting their tokens like mine was and someone found the primary issues and repaired it. Because I have not had another issue since it began working again the following week.