Troubleshooting
Document Status: Placeholder - To be completed in Phase 4
Common Issues
Document Upload Issues
"Upload Failed" Error
Symptoms: Document upload shows error message
Solutions:
- Check file size (max 10MB)
- Ensure file is PDF format
- Try refreshing the page
- Clear browser cache and retry
Document Stuck at "Processing"
Symptoms: Extraction status shows processing for > 5 minutes
Solutions:
- Check your internet connection
- Refresh the page
- If still stuck, contact support with the document ID
Extraction Issues
Missing or Incorrect Fields
Symptoms: Extracted data doesn't match document
Possible Causes:
- Poor document quality (scanned, low resolution)
- Non-standard document format
- Handwritten amendments
Solutions:
- Try uploading a clearer copy
- Manually correct the field values
- Report the issue for AI model improvement
"Extraction Failed" Error
Symptoms: Document shows extraction failed
Solutions:
- Ensure document is a valid PDF
- Check document isn't password protected
- Verify document contains expected content type
- Contact support if issue persists
Comparison Issues
Unexpected Discrepancies
Symptoms: System reports discrepancy that appears incorrect
Check:
- Review both source documents carefully
- Check for subtle differences (spacing, formatting)
- Verify correct documents are being compared
- Report false positives to support
"Cannot Compare" Error
Symptoms: Comparison cannot be initiated
Solutions:
- Ensure both LC and PI are successfully extracted
- Check all required fields are populated
- Refresh and retry
Access Issues
Cannot Sign In
Solutions:
- Verify you're using the correct email
- Check your password
- Contact your IT administrator
- Try incognito/private browsing mode
"Access Denied" Message
Symptoms: Logged in but cannot access features
Solutions:
- Your role may not include this feature
- Contact your administrator to verify permissions
Getting Support
Before Contacting Support
Gather this information:
- Your username/email
- Sales Order number (if applicable)
- Document ID (if applicable)
- Screenshot of the error
- Steps to reproduce the issue
Contact Methods
| Issue Type | Contact |
|---|---|
| General Questions | support@sysmiq.co.nz |
| Urgent Issues | Call your account manager |
| Feature Requests | support@sysmiq.co.nz |
Response Times
- Critical (system down): 1 hour
- High (feature broken): 4 hours
- Normal (questions): 1 business day