Troubleshooting

Fixes for the issues that come up most often.

Learn how to resolve common issues with uploads, extractions, integrations, and account access.

File upload issues

Some files were skipped

Some files may be corrupted or unsupported. If needed, convert the file to PDF and try again.

Upload fails or does not complete

Try refreshing the page, uploading fewer files at once, or checking page limits. We also recommend removing the failed files and re-uploading them before trying again.

Integration connection issues

SharePoint connection fails

Confirm the Tenant ID, Client ID, and Client Secret are correct, and that the application has the required permissions in Azure.

Google Drive connection fails

Confirm the Client ID and Client Secret are correct, and that the API is enabled and OAuth consent is configured in Google Cloud.

Box connection fails

Confirm the Client ID, Enterprise ID, and Client Secret are correct, and that the application is authorised in the Box admin console.

Extraction issues

No results appear

• Check that all the files have finished processing
• Confirm each insight has an instruction
• Click Extract to start the run

Low confidence results

• Validate the connected files and source references in the Trust Panel first, ensuring that a low confidence result is not due to missing information
• Supplement with additional data sources
• Add more context in the Global Prompt
• Refine the insight instruction and re-run

Still stuck? See Support & Contact.