Troubleshooting

Something not working? Here are the common issues and how to fix them.

Login problems

Can’t log in — Double-check your email and password. Passwords are case-sensitive. Try the “Forgot Password” link. If that doesn’t work, your admin may need to check your account.

Account locked — Too many failed attempts. Wait 15-30 minutes and try again, or ask your admin to unlock it.

Document issues

Upload fails — Check the file size (usually limited to 10-50 MB). Make sure it’s a supported format. Try a smaller file or different format if needed.

Document stuck on “Processing” — Give it a few minutes. If it’s still stuck after 5 minutes, the file might be password-protected or corrupted. Try re-uploading, or convert to a simpler PDF.

Can’t find an uploaded document — Check you’re looking in the right project scope. Use search. Make sure the upload actually completed (check the status).

Search problems

No results — The document might still be processing. Try simpler search terms. Check your scope filters—you might be searching only one project when the document is company-wide.

Wrong results — Be more specific. Add more keywords. Try different phrasing.

AI issues

AI not responding — Wait 10-15 seconds—responses take a moment to generate. If nothing happens, refresh the page. Check your internet connection.

AI gives bad answers — Check your document context settings. Make sure the relevant documents are uploaded and processed. Ask more specific questions. Always verify important information by clicking the citations.

No citations — The AI might not have found relevant documents. Upload more documents, or check that existing ones have finished processing.

Performance

Everything is slow — Check your internet connection. Clear your browser cache. Try a different browser. Close unnecessary tabs.

Pages won’t load — Refresh the page. Clear cache. Try incognito/private mode. If it persists, check if there’s scheduled maintenance.

Projects and tasks

Can’t create a project — You might not have permission. Check with your admin.

Changes not saving — Make sure required fields are filled in. Check for error messages. Verify your internet connection.

Mobile

Mobile view not working — Use Chrome or Safari. Update your browser. Clear the cache.

Can’t switch between views — Log out and back in. Refresh the page.

Still stuck?

1. Check the FAQ
2. Contact your system administrator
3. If they can’t help, reach out to Valiro support with:
   • What you were trying to do
   • What happened instead
   • Any error messages
   • Screenshots if helpful