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Troubleshooting

Web access to the same guidance bundled with the app, organized by topic and searchable across the complete Help library.

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16 topics · content version 6661e3ba

Help topicsTroubleshooting

Use this page when something does not appear, does not open, or seems incomplete.

Screenshot placeholder: Troubleshooting example showing a document still processing and a help panel open beside the app.

Account and sign-in

If sign-in does not complete:

  • Check the email address.
  • Use the latest verification code.
  • Make sure the code was entered completely.
  • Try again after a short wait.
  • If the account server is unavailable, continue local work that does not require a verified account.

If Case creation is blocked, check Case allowance.

Case creation

If a new Case does not open:

  • Confirm your account is verified.
  • Check your Case allowance.
  • Use a non-empty Case name.
  • Try a shorter name if the name contains unusual characters.
  • Reopen the app if the workspace did not refresh.

Related topic: Create a Case.

Uploads

If upload fails:

  • Confirm the file exists and is accessible.
  • Check whether the same document already exists.
  • Try a simpler file name.
  • Try a smaller file if the document is extremely large.
  • For scanned PDFs or images, allow more time for OCR.

Related topic: Upload documents.

OCR, text extraction, and indexing

If search or AI suggestions are missing:

  • The document may still be processing.
  • OCR may have failed for a scanned or damaged file.
  • Text extraction may not be available for that file type.
  • Indexing may be queued behind other documents.
  • Backup or restore recovery may be running.

Try these steps:

  1. Wait for the document status to settle.
  2. Reopen the Case.
  3. Retry Refresh AI after processing finishes.
  4. Re-upload the document if the file was damaged.

Document viewer

For missing or disabled annotation controls, see Document View troubleshooting and the text-preview annotation comparison.

For navigation issues, see Related comparison views, Tag/bookmark/comment navigation, and The document’s scrollable Canvas rail. A tag name first selects the tag; its Tags - [name] heading navigates. A missing Canvas rail can mean the active Canvas/PenPad has no links to that document.

If a document preview does not appear:

  • The file type may be saved and indexed but not previewable.
  • OCR may still run in the background.
  • A very large PDF may take time to open.
  • Try reopening the document from the Documents list.

Local AI suggestions

If Refresh AI gives no suggestions:

  • Upload documents first.
  • Wait for OCR and indexing.
  • Confirm the documents are in the current Case, not only in Global Library.
  • Try another section such as Facts, Issues, or Research.
  • Check whether the document text actually contains dates, issues, citations, or evidence markers.

If a suggestion is wrong, remove or edit it. Local AI suggestions are review aids, not final legal work.

Related topic: Review local AI suggestions.

Canvas and PenPad

See Canvas/PenPad action troubleshooting for missing controls, grouped-item restrictions, page arrows, selection export, and PDF page selection. If arrow-creation or background controls look too small, zoom the Canvas/PenPad first, then select the card; changing its text size does not enlarge these buttons.

If Canvas work seems missing:

  • Check the Documents list for the Canvas/PenPad file.
  • Confirm you are in the correct Case.
  • Wait a moment after heavy editing so autosave can finish.
  • Reopen the Canvas file.
  • Restore from backup if a file was deleted.

If drawing tools do not behave as expected:

  • Check whether pen, highlighter, eraser, or selection mode is active.
  • Exit full screen and reopen the tool menu.
  • Use the toolbar visibility setting from the hamburger menu if tools are hidden.

Audio recording

If audio recording does not work:

  • Check microphone permission.
  • Check whether another app is using the microphone.
  • Confirm the platform supports the selected recording backend.
  • Try again after restarting the app.

On Linux, recording uses parecord with ffmpeg, with arecord as a fallback. If the app reports missing recording tools, the relevant packages are pulseaudio-utils, ffmpeg, and alsa-utils. After the required tools are installed, try recording again.

Backup and restore

If backup does not start:

  • Sign in with a verified email.
  • Wait for OCR and indexing to finish.
  • Check that the backup destination is writable.

If restore does not start:

  • Sign in with the backup owner email.
  • Confirm the backup file is complete.
  • Confirm the backup is not from another account.
  • Try again after background processing finishes.

Related topic: Backup ownership.

Help panel

This Help panel is bundled for offline reading. Internal Help links work without internet.

External links open in the default browser. If internet is unavailable, the browser will show its normal no-internet message.

If an internal help link does not work, use the topic list or search box to find the related topic.

If Help is covering the workspace, use Float Help, drag it by the header, or use Minimize Help to collapse it into a small chip.