The Copilot does not answer or the AI connection failed

Symptom

When you open the Copilot (the star icon, in the top bar), it does not answer questions and only shows step-by-step help; or, in the AI settings, a button refuses with a message.

Message

Copied from the Portuguese demo database:

• With the Fiscal administration profile, when opening the Copilot in a company where the AI is off:

  “The conversation with the AI is off for you in this company, so I only give the step by step help. To turn the AI on, ask the Fiscal administration profile: Copilot › Control › Switches.”

  The Ask the numbers, Open a list, Create a report and Write a text cards say “Needs the conversation with the AI: see the notice above.”, and Import vendor invoices says that “The document reader is off”.

• In Copilot › Connections to the AIs › Connections, through the integration, with Fiscal administration:

  “There is no key to remove for this provider. Nothing was changed: type a key first, or choose another provider.”

  “The monthly limit of a connection cannot be negative. Correct the value and save again (0 = no limit of its own).”

  “The provider chosen here does not need consent. Nothing was done: choose Z.ai or DeepSeek first.”

  “Personal and sensitive data are not allowed on this connection. Nothing was changed: use “Allow personal and sensitive data…” first if you want to allow them.”

  “The default connection cannot be turned off. Nothing was changed: choose another connection as the default first.”

• When saving an API key on a server without a vault encryption key: The credentials vault has no encryption key on the server.

Verified causes

• The AI is off by default. Each company and each agent has a switch in Copilot › Control › Switches, and only Fiscal administration turns it on. Without it, the Copilot only gives step-by-step help.
• The connection is not complete. The connection needs an API key (stored in the vault) or the server address; without it, the Copilot cannot answer. (By contrast, Remove the key on a connection without a key refuses with a different sentence: it only says there is no key stored, and does not explain why the Copilot does not answer.)
• Consent and sensitive data. Some providers require consent (Z.ai, DeepSeek), and personal and sensitive data are only sent if allowed on the connection.
• Monthly limit and default connection. The company needs a default connection that is on; the monthly limit cannot be negative.

What to check

1. That the agent's switch is on, in Copilot › Control › Switches.
2. That there is a default connection, turned on, in Copilot › Connections to the AIs › Connections, and that it has a key.
3. That the key was saved without the vault message.
4. The consent, for providers that require it (Privacy and consents).

How to fix it

1. Ask Fiscal administration to turn on the switch and complete the connection.
2. Type the API key on the connection and save. If the encryption key message appears, the server administrator must fix it.
3. Give consent, if the provider requires it.
4. Reopen the Copilot.

Who does it: Fiscal administration; the server administrator, for the encryption key.

Expected result

The Copilot no longer says the conversation is off and answers questions.

When to contact support

• The connection has a key, the switch is on and the Copilot still does not answer.

Information to send

Follow How to ask support for help and what information to send, with the company, the connection's provider and the message. Never send the API key.