Common Issues and Solutions
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?
- Check Error Messages guide
- Review Performance guide
- Contact support with:
- Browser and version
- Steps to reproduce
- Screenshots
- Error messages