Common Issues
Quick solutions to problems you might encounter while using IntelliRepo.
Chat & Search Issues
"I couldn't find relevant information"
The AI can't find matching content in your documents.
Try:
- Rephrase your question - Use different keywords
- Check document status - Ensure documents show "Completed"
- Verify content exists - The topic may not be in your uploaded documents
- Remove tag filters - Filters may be excluding relevant content
Answers are incomplete or wrong
The AI may have misinterpreted the source content.
Try:
- Click sources - Check if the cited content is relevant
- Ask more specifically - Narrow down your question
- Check document quality - Poorly formatted documents may not index well
- Upload better source material - Clearer documents give better answers
Chat is slow
Responses typically take 2-4 seconds.
If slower:
- Check your internet connection
- Large collections may take slightly longer
- Complex questions require more processing
- Try during off-peak hours
Document Issues
Document stuck on "Processing"
Documents should complete in 5-30 seconds.
If stuck:
- Refresh the page - Status may not have updated
- Wait a few minutes - Large files take longer
- Delete and re-upload - If stuck for more than 10 minutes
- Check file format - Ensure it's a supported type
Document shows "Failed"
Processing encountered an error.
Common causes:
- Corrupted file - Try opening it locally first
- Scanned PDF - Image-only PDFs can't be text-extracted
- Unsupported format - Check supported file types
- File too large - Exceeds your plan's size limit
Solution: Fix the file and re-upload.
Text not extracting properly
Search results seem incomplete or wrong.
Causes:
- Scanned/image PDFs - No extractable text
- Complex formatting - Tables, columns may not extract well
- Encoding issues - Non-UTF-8 text files
Solutions:
- Use text-based PDFs when possible
- Save Word docs as .docx (not .doc)
- Ensure text files are UTF-8 encoded
See Document Processing Issues for more details.
Account & Login Issues
Can't log in
- Check email - Is it the correct address?
- Reset password - Use "Forgot Password" link
- Check invitation - If new, accept the invitation email first
- Clear browser cache - Try incognito/private browsing
Invitation email not received
- Check spam/junk folder
- Verify email address with the person who invited you
- Ask for a resend - Invitations can be resent
- Check corporate email filters - IT may be blocking
"Organization not found"
- You may have been removed from the organization
- The organization may have been deleted
- Contact your organization admin
Permission Issues
"You don't have permission"
Your role doesn't allow this action.
| Role | Can Do |
|---|---|
| Viewer | View, chat, search |
| Member | + Create, upload, edit |
| Admin | + Manage users, settings |
| Owner | + Transfer ownership |
Ask an Admin or Owner to upgrade your role if needed.
Can't see a collection
The collection may be private.
- Private collections require explicit membership
- Ask the collection owner to add you
- Admins and Owners can access all collections
Can't invite users
Only Admins and Owners can invite users. Contact your organization admin.
API & Integration Issues
"Invalid API key"
- Verify the key - Copy/paste carefully
- Check if revoked - Keys may have been revoked
- Confirm organization - Key must match your org
"Insufficient permissions"
- Check scopes - Does the key have the required scope?
- Check collection access - If restricted, verify collection IDs
"Rate limit exceeded"
- Check usage in Settings > Usage
- Wait for the next billing cycle
- Upgrade for higher limits or overage allowance
Slack bot not responding
- Invite the bot to the channel (
/invite @IntelliRepo) - Check integration in Settings > Integrations
- Set default collection - Queries need a collection to search
- Verify documents exist - Collection must have processed documents
Billing Issues
Payment failed
- Check card details - Update in Settings > Billing
- Verify funds available
- Try a different card
- Contact your bank if blocks are occurring
Can't upgrade plan
- Payment method required - Add a card first
- Check current plan - May already be on that plan
- Contact support for Enterprise upgrades
Unexpected charges
- Check overage usage - Queries or storage over limits
- Review invoices in Settings > Billing
- Contact support if charges seem incorrect
Performance Issues
Everything is slow
- Check internet connection
- Try a different browser
- Clear browser cache
- Disable browser extensions
- Check our status page (if available)
Page not loading
- Refresh the page
- Try hard refresh (Ctrl+Shift+R or Cmd+Shift+R)
- Try incognito mode
- Check internet connection
Still Need Help?
If you can't find a solution here:
- Check Document Processing Issues for upload problems
- Contact support at support@intellirepo.ai
- Include details: What you were doing, what happened, error messages