Hermes Agent Bangladesh Troubleshooting: Common Issues and Fixes

Most issues with Hermes Agent Bangladesh fall into a small number of categories: connection problems, incorrect answers, language issues, or API errors. This guide covers the diagnosis and fix for each.

Issue: Telegram Bot Not Responding

Symptom: You message your bot on Telegram and get no reply. The bot shows as online (or no status), but does not respond.

Common causes and fixes:

Bot token not connected

In your Hermes dashboard, go to Integrations → Telegram. Check if the token shows as "Connected" with a green indicator. If it shows "Disconnected" or has no indicator, paste the token again and click Connect.

Wrong bot token

Telegram bot tokens are long strings like 7123456789:AAFxxxxxxxxxx. If you copied the wrong text or the token expired (rare, but possible if you revoked it in BotFather), generate a new token via /token in BotFather and reconnect.

Hermes instance not running

Check the Hermes dashboard for a status indicator on your instance. If it shows as stopped or errored, click Restart. If it stays in an error state, contact support@snbdhost.com.

Issue: Agent Gives Wrong Answers

Symptom: Your Hermes agent responds to questions but gives factually wrong information about your business.

Fix: This is almost always a knowledge base issue, not a model issue.

1. Identify the specific wrong answers from your test log
2. Go to Knowledge Base in the Hermes dashboard
3. Find the document that should contain the correct information — or add a new document if the information is not in the knowledge base at all
4. Add the correct information clearly, in plain language (not table format — Qdrant retrieves plain text more reliably)
5. Re-test the same questions after adding the content

If the agent gives correct information that is stored in the knowledge base but contradicts itself in longer conversations, shorten your knowledge base documents — long documents are chunked by Qdrant, and contradictory chunks can both be retrieved.

Issue: Agent Replies in English When Customer Writes in Bangla

Symptom: Customer sends a Bangla message; agent replies in English.

Fix: Add an explicit language instruction to your system prompt:

"ব্যবহারকারী বাংলায় লিখলে সর্বদা বাংলায় উত্তর দিন। If the user writes in English, reply in English. Match the user's language in every response."

If this does not fix it, check that the system prompt is being saved correctly — submit and reload the page to confirm.

Issue: Agent Responses Are Slow (More Than 10 Seconds)

Symptom: Hermes takes 10+ seconds to reply to a message.

Common causes:

• Very large context: If your system prompt or knowledge base is very large, each query processes more data. Shorten your system prompt and break large knowledge base documents into smaller files.
• Peak load: During high-traffic periods, inference may be slower. This is temporary and self-resolving.
• Network latency: If you are testing via API from outside Bangladesh, add network transit time to your baseline.

For most Bangladesh-to-Bangladesh interactions (Telegram bot serving local customers), response times should be under 5 seconds for typical queries.

Issue: API Returns 401 Unauthorized

Symptom: API calls return {"error": "unauthorized"} or HTTP 401.

Fix: Check your Authorization header format. It must be:

Authorization: Bearer YOUR_API_KEY

Not Bearer: YOUR_API_KEY, not API-Key: YOUR_API_KEY, not just YOUR_API_KEY. Copy your API key fresh from the Hermes dashboard in case it was changed or you copied extra whitespace.

Issue: Agent Keeps Repeating "I don't know" or "I don't have information"

Symptom: Agent consistently says it does not have information about topics that are in your knowledge base.

Fix:

1. Check that your knowledge base documents were successfully uploaded (not just added — confirm they show a green status in the dashboard)
2. Verify the document format — very large files or complex formatting (heavy tables, embedded images) may reduce retrieval accuracy. Convert to plain text or simple Markdown
3. Add more direct, question-answer format content to your knowledge base: "Q: [exact question]. A: [complete answer]." This format maximises retrieval accuracy for FAQ-style queries.

Still Having Issues?

If none of the above fixes your problem:

• Join the Hermes Bangladesh beta Telegram group (link in your approval email) and describe your issue
• Email support@snbdhost.com with your Hermes instance ID (from your dashboard) and a description of the problem

Response time from support: typically within a few hours during Bangladesh business hours.