| A document stays “Processing” for a long time |
Large documents and OCR take time; the list refreshes automatically. If it stays stuck permanently, speak to your administrator (the background service). |
| Status Failed after upload |
Open the error list in the project view: documents with macros are always blocked; unlock password-protected PDFs through “Enter password”; otherwise use “Retry”. |
| A word keeps being redacted |
It is in the project dictionary → a right click with Shift adds it to the exception list (or use the Exception list section in the panel). |
| A word is redacted despite an exception |
Redactions set manually take precedence over the exception list — remove the document-specific entry in the panel. |
| The Download menu is missing or shows only “PDF (edited)” |
Your role permits only restricted downloads (“Redacted only”, for example) — contact your administrator if you need more. |
| “This document is not approved and therefore cannot be downloaded.” |
The project exports approved documents only — review the document first and have it approved. |
| A project is missing from your list |
No role has been assigned to you (yet) — contact your administrator. |
| The search does not find a new document |
The search index is updated once processing finishes — wait a moment and search again. |
