Troubleshooting

Connection

If the app feels unreachable or slow to load, start with these basics:

• Refresh the page and try again
• Check that your internet connection is stable
• Try a private window to rule out a browser extension issue
• Sign out and sign back in

If the problem only happens on one device, try another browser or computer to isolate it.

Error messages and support references

When an action fails, read the error notification first. It describes the problem in your selected language and may tell you what to do next, such as signing in again, selecting a workspace, checking your connection, or retrying later.

Some error notifications also show Copy reference for support. This reference helps the support team trace the failed request; it does not explain the problem by itself.

If the problem persists:

1. Select Copy reference for support. The label changes to Copied when the reference is in your clipboard.
2. Note the exact error message and the page or feature where it appeared.
3. Record the steps that caused the error.
4. Send these details and the copied reference to support.

Not every error includes a reference. If none is shown, send the error message and reproduction steps instead. See Contact support for the email address and complete checklist.

Import

If an import looks stuck or fails, the Imports page gives you the right actions to move forward without losing work.

When progress looks stuck

If a file sits on queued or processing longer than expected:

1. Click Refresh to pull the latest status.
2. If nothing changes and the file shows as Failed, use Retry on the file or Retry All for every failed item in the current view (filters included).
3. If you want to stop what is running, choose Cancel or Cancel All for in-progress items in the current view.

Try again safely

You can reimport the same file at any time. Contradic checks for files that are already in the workspace and records them as already present, so retrying will not create extra copies.

Check file basics

If a file keeps failing, confirm it matches the supported formats and stays under 100 MB before you retry. Unsupported, oversized, or upload-interrupted files appear as could not import in the Imports history — add those files again rather than using Retry.

AI

If an AI answer looks incomplete or off, it usually means the chat context is missing key sources.

Try these steps:

• Add the most relevant documents or excerpts to the chat context
• Reduce the number of attached items to keep the context focused
• Ask one clear question at a time

For deeper guidance, see How the AI chat works and Work with AI without losing the thread.

Performance

If the app feels slow, these steps help most users:

• Close unused browser tabs
• Clear your browser cache
• Refresh the page after long sessions

For large workspaces, use search and filters to narrow what you load at once.