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Troubleshooting

Uploading & processing​

My batch job is stuck on "Processing"​

Larger batches, and especially Lazy jobs, can take a while to complete since they prioritise accuracy over speed. The Batch Jobs list refreshes automatically every few minutes - leave the page open, or check back later. If a job has been stuck for an unusually long time, or shows a Failed status, contact your administrator.

Only some of my files were added when I dropped them in​

The upload areas for Batch Jobs and PDF Merger only accept PDF files - any other file type dropped into the zone is silently ignored. Check that every file you intended to add is actually a .pdf.

I dropped a valid PDF into PDF Cleanup but nothing happened​

PDF Cleanup accepts a single file at a time. If you drop multiple files, only the first valid PDF found is used.

Reviewing documents​

A field keeps extracting the wrong value​

  • Check whether the field's description is specific enough - vague descriptions lead to less reliable extraction.
  • Consider whether a Field Rule would help constrain the expected format or content.
  • If the value should come from a known list, switch the field to a Catalog type instead of free text.
  • If nothing else works, you can always correct the value manually on the document detail page - this doesn't retroactively fix future documents, but it does correct that record.

I can't tell which fields need my attention​

Turn on Review Mode in the Document Fields card - it hides everything except required fields with low confidence and any field marked Review Required.

I rejected a document by mistake​

Rejection cannot be undone through the interface. The page will need to be re-uploaded in a new batch job if the document is still needed.

Two documents in my batch job have the same document number​

Tick Show Duplicates in the batch job toolbar to isolate them. This usually means a page was scanned or uploaded twice, or that the same identifier genuinely appears on more than one page - check each copy and reject whichever shouldn't be kept.

Searching & exporting​

My search isn't returning what I expect​

  • In Simple search, remember it matches "any of" your ticked fields - if you need "all of" behaviour, switch to Advanced search, which combines filters with "and" logic.
  • Make sure you've selected the correct Document Type(s) - a filter on a field only applies within the Document Type it belongs to.

The Export button is disabled​

Export requires at least one Document Type to be selected in your current search - the platform needs to know which fields are available to export. Add a Document Type filter and try again.

My exported CSV is missing a column I expected​

Check your Export Preset's column mapping - only fields you've explicitly added as columns are included in the export.

Access issues​

I can't see a section of the sidebar that I expect to​

Sidebar sections are shown based on your permissions. If something is missing, contact your organisation's administrator to check your assigned role and permissions - see Roles & Permissions.

I don't see an Administration section​

The Administration area (Organisations, Prompt Rules) is restricted to Super Administrators. This is a separate, platform-level role from your organisation role.

Still stuck?​

Use Get Help or Report Issue at the bottom of the sidebar to open a support request.