You expect Cortex to use specific files, but it does not:
- Files are visible in the left Files panel, yet the AI answers as if they are missing
- You added a folder or documents, and the agent never opens them
- The reply ignores PDFs, Excel, or Word files you clearly referenced
- "It can see the file list but will not open the content"
Primarily a Desktop workspace issue. Web chat cannot operate on your local project folder the same way.
- You are in the wrong project / folder (workspaces are isolated)
- The file is outside the opened project folder
- The prompt never names the file or task clearly
- File is still copying, syncing, or locked by another app
- Wrong chat session for this project (history does not cross projects)
- Confirm the left Files panel shows the file under the project you opened.
- Confirm the file path is inside the folder you chose with Open Project / Open Folder.
- Check you are in the intended chat session for this project (back arrow near sessions / history).
- Note file type and size, and whether another app (Excel, Word) has the file open with a lock.
- Note whether you asked by filename, or only described the task vaguely.
- In chat, name the file explicitly (for example:
Open Q3-expenses.xlsx and summarize totals by category), then send again.
- If the file is missing from Files: move or copy it into the project folder, or use File → Add Folder to Workspace, then retry the prompt.
- Close the file in other desktop apps if it may be locked, then ask Cortex to open it again.
- Start a new chat session in the same project and repeat a short, file-specific prompt.
- If you opened the wrong folder: return to welcome (Cortex logo, top-left), open the correct project folder, and retry.
- The agent opens or cites the named file in its steps or reply
- Edits or summaries match the real file contents
- A follow-up question about the same file still uses that context
Email support@withcortex.ai if:
- Named files in the project still are not used after Steps 1–5
- Only certain file types fail while others work in the same folder
- The Files panel shows the document but every open attempt fails
Include a screenshot of the Files panel and the prompt you sent.
- Platform (should be Desktop for local files)
- App version and OS
- Project folder name (not full sensitive paths if you prefer)
- File type and approximate size
- Whether the file appears in the Files panel
- Exact prompt text (ok to redact private numbers)
- Steps already tried