Home 7. Troubleshooting Common Issues and Solutions

Common Issues and Solutions

Last updated on Dec 07, 2025

Quick solutions to frequently encountered problems.

Document Upload and Processing

Document stuck on "Processing"

Symptoms: Status shows "Processing" for > 5 minutes

Solutions:

  • Wait 2-3 minutes (large documents take time)

  • Refresh page (F5)

  • Check file size (<100 MB limit)

  • Convert to PDF and re-upload

  • Delete and re-upload

Upload fails

Symptoms: Error message, upload doesn't complete

Solutions:

  • Check file size (max 100 MB)

  • Verify file isn't corrupted (open on computer)

  • Try different browser

  • Disable browser extensions temporarily

  • Check internet connection

Document not appearing in Vault

Symptoms: Uploaded but not in list

Solutions:

  • Clear search/filters

  • Click refresh button

  • Wait 30 seconds, check again

  • Verify upload success message appeared

  • Check email for upload confirmation

Search and AI Assistant

Search not finding documents

Symptoms: No results for query that should match

Solutions:

  • Verify documents are "Indexed" (not "Processing")

  • Wait 1-2 minutes after indexing

  • Try different search terms

  • Clear filters

  • Rephrase query more specifically

AI Assistant not using my documents

Symptoms: Responses don't cite uploaded documents

Solutions:

  • Enable "Search Documents" toggle

  • Verify document count shows in toggle

  • Wait for indexing to complete

  • Ask more specific questions

  • Reference document names in query

Slow AI responses

Normal: 2-15 seconds

If slower:

  • Check internet connection

  • Try during off-peak hours

  • Close other browser tabs

  • Simplify your question

  • Clear browser cache

Google Drive Integration

Can't connect Google Drive

Symptoms: Connection fails, OAuth error

Solutions:

  • Enable pop-ups for alingo.com

  • Try incognito/private mode

  • Allow third-party cookies

  • Use different Google account

  • Verify Google account has Drive access

Documents not syncing from Drive

Symptoms: Drive docs not appearing in Vault

Solutions:

  • Verify folder sync is enabled

  • Check file permissions in Drive

  • Wait 10-15 minutes for sync

  • Manually trigger sync

  • Disconnect and reconnect integration

Can't open document in Google Docs

Symptoms: "Open in Google Docs" link broken

Solutions:

  • Verify you still have Drive permissions

  • Check document wasn't deleted from Drive

  • Reconnect Google Drive integration

  • Copy document link manually from Drive

Chrome Extension

Sidebar not appearing

Symptoms: "ALINGO" badge missing, sidebar won't open

Solutions:

  • Verify Chrome browser (not Firefox, Safari, Edge)

  • Check extension is enabled (chrome://extensions)

  • Refresh Google Docs page

  • Ensure you're on a document (not Docs homepage)

  • Sign out and back into extension

  • Reinstall extension

Analysis not working

Symptoms: Analysis fails, no suggestions appear

Solutions:

  • Verify edit permissions on document

  • Check you've selected a playbook

  • Ensure playbook has clauses defined

  • Sign out and back into extension

  • Clear browser cache

  • Try incognito mode

Analysis very slow

Normal: 10-60 seconds depending on document length

If slower:

  • Large documents (>50 pages) take longer

  • Close other browser tabs

  • Check internet speed

  • Disable other Chrome extensions temporarily

Suggestions not applying

Symptoms: Apply button doesn't work

Solutions:

  • Verify you have edit permissions on the document

  • Check the clause still exists (document may have changed)

  • Re-run analysis to refresh suggestions

  • Try applying a different suggestion first

Login and Authentication

Can't log in

Symptoms: Incorrect password, account not found

Solutions:

  • Use "Forgot Password" to reset

  • Check email address is correct

  • Verify email is verified (check inbox)

  • Try different browser

  • Clear browser cookies

Logged out unexpectedly

Symptoms: Session expires frequently

Solutions:

  • Enable "Remember me" on login

  • Allow cookies for alingo.com

  • Check browser isn't clearing cookies

  • Update browser to latest version

Permission denied errors

Symptoms: "You don't have permission" messages

Solutions:

  • Verify your user role

  • Contact organisation admin for access

  • Check if resource was deleted

  • Refresh page to reload permissions

Performance Issues

Slow page loading

Symptoms: Pages take >10 seconds to load

Solutions:

  • Check internet connection speed

  • Clear browser cache

  • Disable browser extensions

  • Try different browser

  • Close unused tabs

Vault page very slow

Symptoms: Document list slow to load/scroll

Solutions:

  • Filter to reduce displayed documents

  • Use search instead of scrolling

  • Clear old/unnecessary documents

  • Increase browser memory allocation

  • Try different browser

Still having issues?