Frequently Asked Questions
Answers to common questions about IAN Think — setup, chat, documents, knowledge bases, web search, privacy, accounts, accuracy, and upcoming features.
Quick answers organized by topic. For step-by-step guides, see the linked reference pages.
Topic Index
| Topic | What's covered |
|---|---|
| Getting Started | What IAN is, how to sign in, requirements, cost |
| Chat & Conversations | Starting chats, memory, sharing, context limits |
| Documents & Files | Supported formats, size limits, scanned files, safety |
| Knowledge Bases | What they are, how they differ from document upload |
| Web Search | How web search works, privacy |
| Privacy & Security | Admin visibility, data storage, training data, export, deletion |
| Account & Access | Password reset, locked accounts, provisioning |
| Accuracy & Reliability | Trusting answers, handling wrong outputs, service status |
| Upcoming Features | IAN Create, IAN Invent, update notifications |
Getting Started
What is IAN?
IAN is a browser-based AI platform for asking questions, uploading documents, and getting clear answers — no installation required. It reads your files, understands your queries, and maintains context within each conversation.
IAN Think is the currently available product and includes AI chat, document analysis, and model selection. Additional products — IAN Create and IAN Invent — will be introduced in future releases.
How do I sign in?
Go to IAN Think. Sign in with your Xceedance SSO, email/password, or Google/Microsoft account.
Full walkthrough: Sign In & Account Setup
Do I need to install anything?
No. IAN runs entirely in your browser. Any recent version of Chrome, Firefox, Safari, or Edge works.
How much does it cost?
Nothing to you directly. Your organization covers the cost of the platform.
Is there a mobile app?
Not yet. You can use your phone's browser — the interface is responsive — but the desktop experience is better for longer conversations.
Chat & Conversations
How do I start a chat?
Click [+ New Chat] on the dashboard. Type your question and press Enter.
Details: Chat Interface
Does IAN remember previous conversations?
| Scope | Memory behavior |
|---|---|
| Within a chat | Yes — IAN retains the full conversation thread. You can reference earlier messages without repeating yourself. |
| Across chats | No — each chat is independent. Starting a new chat starts with a blank slate. |
Can I share a chat with a colleague?
Not yet — shareable links are planned for a future release. For now, export the chat as PDF or Markdown and send the file.
Details: Chat Management
What is the context window? Will IAN forget things in a long conversation?
Every model has a context window — the maximum amount of text it can process at once. In very long conversations, earlier messages may fall outside that window and the model will stop referencing them.
What to do: If a conversation gets very long, start a new chat and summarize your key findings in the first message.
Can I undo a message I sent?
No. But you can click [Regenerate] to get a new response to the same question, or rephrase and ask again.
Documents & Files
What file types can I upload?
| Format | Extensions |
|---|---|
| PDF (text-based) | .pdf |
| Word | .docx |
| Plain text | .txt |
| Spreadsheet | .csv, .xlsx |
What's the maximum file size?
| Constraint | Limit |
|---|---|
| Per file | 20 MB (under 10 MB recommended for best performance) |
| Total per chat | 50 MB |
If your file is larger, split it into sections and upload them in separate chats.
Can IAN read scanned images or handwritten documents?
No. IAN processes extracted text, not images. If your document is a scanned image, run OCR (optical character recognition) first to convert it to searchable text, then upload the result.
Can IAN read charts and graphs?
No. If the important information is in a chart, either describe it in text or extract the underlying data into a spreadsheet before uploading.
Are my uploaded documents safe?
Yes. Documents are:
- Encrypted in transit
- Stored on Xceedance servers (not sent to external LLM providers in identifiable form)
- Not used to train AI models
- Accessible to organization admins for audit and compliance purposes
Full details: Privacy Policy · Data Security
My file won't upload. What do I do?
| Step | Action |
|---|---|
| 1 | Check the file size — must be under 20 MB |
| 2 | Check the format — must be PDF, DOCX, TXT, CSV, or XLSX |
| 3 | Re-save the file and try uploading again |
| 4 | Try a different browser |
Still stuck? Contact support. Full troubleshooting: Document Analysis Troubleshooting
Knowledge Bases
What is a knowledge base?
A shared, indexed collection of your team's documents. Upload policies, SOPs, and training materials once — then anyone on the team can ask questions about them without re-uploading.
Details: Knowledge Bases
How is a knowledge base different from uploading a document in chat?
| Dimension | Document in chat | Knowledge base |
|---|---|---|
| Scope | Single conversation | Shared across the team |
| Duration | Tied to that chat session | Persistent until removed |
| Audience | Only you | Anyone with access |
| Best for | One-off analysis | Repeated questions on the same documents |
Web Search
Can IAN search the internet?
Yes — if web search is enabled for your organization. IAN uses SearXNG, a privacy-focused metasearch engine. Your queries are not tracked and are not sent to Google or other third-party search providers.
Details: Web Search
Privacy & Security
Can my admin see my chats?
Yes. Organization admins have read access to chat history for legal and compliance purposes. Your conversations are company data, not private personal data.
Is my data used to train AI models?
No. Chats and uploaded documents are not sent to LLM providers in identifiable form and are not used for model training.
Where is my data stored?
On Xceedance servers. Data is encrypted in transit and at rest. It is not stored on third-party cloud infrastructure outside Xceedance's control.
Can I export all my data?
Yes. Go to Settings → Privacy → Export my data. You'll receive a ZIP file within 24 hours containing your chat history, settings, and metadata.
Can I delete all my data?
Go to Settings → Privacy → Delete all chats.
| Chat type | Deletion behavior |
|---|---|
| Unstarred chats | Deleted immediately |
| Starred chats | Must be unstarred and deleted individually |
| Full account deletion | Contact gss.sr@xceedance.com |
Account & Access
I can't sign in
IAN Think uses SSO (Single Sign-On) exclusively — there is no standalone password to reset.
| Symptom | Resolution |
|---|---|
| SSO login fails | Verify you are using your p-number (not your email address). Confirm your MFA device is available. |
| SSO redirects but access is denied | Your account may not be provisioned yet. Wait a few hours and retry. |
| Corporate SSO page is unreachable | Check your network connection and VPN status. Try a different browser. |
| Still unable to sign in | Contact gss.sr@xceedance.com with your p-number and the exact error message. |
For full sign-in procedures, see Sign In & Account Setup.
I signed in but get "access denied"
Your account may not be provisioned yet — this is common in the first 24 hours after sign-up. Wait a few hours and try again.
Still stuck? Email us gss.sr@xceedance.com with your email and the exact error message.
Accuracy & Reliability
Can I trust IAN's answers?
IAN is a tool, not an authority.
| Strength | Limitation |
|---|---|
| Drafting, summarizing, extracting, and explaining | Can hallucinate — generate plausible but false information |
| Processing large volumes of text quickly | Can be wrong about math, dates, and specific facts |
Always verify important outputs — especially for claims, compliance, legal, or financial decisions. IAN advises; you decide.
Full guidance: Legal Disclaimer & Safe Use
Why did IAN give me a wrong answer?
AI models can hallucinate — they generate text that sounds confident but isn't factually correct. This is a known limitation of all large language models.
What to do:
| Step | Action |
|---|---|
| 1 | Ask IAN to quote its source: "Quote the exact text where you found that" |
| 2 | Rephrase your question with more specificity |
| 3 | Verify with a human expert or official source |
Is IAN down right now?
If chat isn't responding:
| Step | Action |
|---|---|
| 1 | Refresh the page |
| 2 | Wait 5 minutes and try again |
| 3 | Contact support |
Still Have a Question?
If your question isn't answered here:
| Step | Action |
|---|---|
| 1 | Use the search bar at the top of the documentation site |
| 2 | Check the troubleshooting section on the relevant feature page |
| 3 | Contact support — a human will help |
Related Pages
| Page | Purpose |
|---|---|
| Getting Started | Onboarding guide for new users |
| Features Overview | Full catalog of IAN Think capabilities |
| Support & Escalation | How to reach a human for unresolved issues |