Overview
When an AI model generates a file (such as a Word document, spreadsheet, or PDF), there are a few reasons why you may be unable to access or download it. These generally fall into two categories:
The AI did not actually create the file. The model responded as if the file was created, but no file was generated.
The file was created but is inaccessible. A link was provided, but clicking it results in an error or failed download.
Understanding which scenario applies to you will help determine the correct troubleshooting path. Each scenario and its resolution steps are outlined below.
Scenario 1: AI Says the File Was Created, But No Link Was Provided
What This Looks Like
The AI responds confirming the file was created, but no download link is present in the response.
The AI mentions a file name (e.g., ExampleFile.docx) but it is plain text, not a clickable link.
Why This Happens
This typically occurs because the Code Execution tool was not enabled when the prompt was submitted. Without this tool, the AI model cannot actually execute the code needed to generate and package the file but it may still respond as though the task was completed successfully.
How to Resolve
Enable Auto-Tool in your Chat which will automatically enable the appropriate tools for your prompt, including the Code Execution tool.
Alternatively, manually enable the Code Execution tool from the tools panel in your chat.
Once the tool is enabled, re-run your original prompt.
If the file link is still not being provided, expand the tool call step visible in the AI's output. A direct file URL is often embedded there and may be accessible even if the formatted link in the response is not
Scenario 2: A Link Was Provided, But Accessing It Results in an Error
What This Looks Like
A download link is present in the AI's response, but clicking it results in one of the following:
An XML error displayed in the browser
A browser-level error such as ERR_CONNECTION_REFUSED
A blank page, timeout, or "access denied" message
Why This Happens
There are several potential causes for this type of error:
The link has expired. File links are only available for a limited time, typically a couple of hours after generation.
Network/firewall rules. Corporate or personal firewall or VPN configurations may be blocking access to the file hosting domain.
ISP-level blocking. Your internet service provider may be restricting access to certain domains.
Security software. Antivirus (AV) or endpoint security tools installed on your device may be intercepting or blocking the download.
Browser restrictions. Your browser may be configured to block new tabs from opening or file downloads from initiating.
How to Resolve
Work through the following steps in order:
Confirm that Auto-Tool or the Code Execution tool is enabled
Refresh the page in your browser and try clicking the link again
Ask the AI to regenerate the file link. This will generate a fresh link with a new expiration window.
Check the tool call step for a direct link. Expand the tool call step visible in the AI's output. A direct file URL is often embedded there and may be accessible even if the formatted link in the response is not.
Add Hatz domains to your allowlist. If you are behind a firewall or VPN, confirm that the following domains have been added to your allowlist:
db.hatz.ai
api.hatz.ai
ai.hatz.ai
admin.hatz.ai
[your-subdomain].hatz.ai
auth.hatz.ai
assets.hatz.ai
files.hatz.ai
hatz-files-prod.s3.amazonaws.com
Confirm that your browser is not blocking new tabs from opening or preventing file downloads from initiating. This setting is typically found under your browser's privacy or site permissions settings.
Confirm that any installed AV or security tools are not flagging or blocking the file download. You may need to add the Hatz domains listed above to your AV's exclusion or allowlist as well.
If you are still running into issues you can try the below steps as a test to pin point what is causing the issue:
Attempt to access the link in an incognito window
Typically points to a browser/cache issue
Send the link to a colleague on the same network and have them attempt to access it
Typically points to a browser/cache issue or an issue with your device's settings
Try accessing the link on your cell phone on cellular data to confirm if it is working
Typically points to network traffic being blocked
Hatz Support
If you are still running into issues after attempting the above steps, please reach out to Hatz's Support team for assistance by emailing [email protected].