Troubleshooting Common Issues

Troubleshooting Common Issues

Find solutions to common problems you might encounter while using ISMS Copilot.

Authentication & Login Issues

Can't Log In with My Credentials

Error: "Error signing in" or "Invalid credentials"

Possible causes and solutions:

• Wrong password - Double-check your password (it's case-sensitive)

• Caps Lock on - Verify Caps Lock is off

• Wrong email - Confirm you're using the correct email address

• Account not verified - Check email for verification link if you just signed up

Try:

1. Click "Forgot your password?" and reset your password

2. Clear your browser cookies and cache

3. Try a different browser

4. Use incognito/private mode

OAuth Sign-In Failed (Google or Microsoft)

Error: "Authentication Error" or "Error signing in with Google/Microsoft"

Try:

• Verify you're using the correct Google or Microsoft account

• Check that you approved the permissions request

• Try using a different authentication method (email or alternate provider)

• Clear browser cookies and try again

• Contact support if the issue persists

Password Reset Not Working

Error: "Error" or reset email not received

Try:

• Check spam/junk folder for reset email

• Wait 5-10 minutes for email delivery

• Verify you entered the correct email address

• Request a new reset link if the first one expires

• Try a different email if you have multiple accounts

Chat & Messaging Issues

AI Response Taking Too Long or Not Completing

Error: "AI response is taking longer than expected. Please check back later or try again." OR the response stops mid-sentence without completing.

Why this happens:

• Very complex questions requiring extensive processing (rare with 90-second timeout)

• Extremely large uploaded files (20+ pages)

• Network connectivity issues on your end

• High server load during peak hours

Try these solutions:

1. Wait the full 90 seconds - Most complex responses now complete within the extended timeout

2. Request completion - Type "you didn't finish" or "continue" and the AI will complete the response

3. Refresh the page - Check if the response came through (Ctrl+R or Cmd+R)

4. Break large requests into sections - For extremely long documents, request one section at a time

5. Check your connection - Ensure stable internet connectivity

6. Check the Status Page - Verify service health

Can't Send Messages

Symptoms:

• Send button is disabled or grayed out

• Button shows loading state but nothing happens

• Loading spinner persists after message should have sent

• Error message appears

Try:

1. Check if message is empty - Type something in the input field

2. Check if file is uploading - Wait for file to finish uploading (green box)

3. Wait for loading indicator to clear - The spinner now properly disappears when messages complete

4. Refresh the page - Close and reopen the chat if the issue persists

5. Check internet connection - Ensure you're connected to the internet

6. Clear browser cache - Delete cookies and cache, then refresh

7. Try a different browser - Test in Chrome, Firefox, Safari, or Edge

Daily Message Limit Reached

Error: "Daily message limit reached. Please upgrade for more credits per session."

Why this happens: Free plan users have a limit of approximately 10 messages per 4-hour rolling window.

Try:

• Upgrade (Essential or higher) - Get significantly higher limits

• Wait for the reset - Your limit resets every 4 hours

• Ask fewer questions - Use your limit strategically

AI Forgets Previous Context

Problem: AI responses seem unrelated to previous messages in the conversation, or messages appear merged incorrectly. In very long conversations, the AI may lose track of earlier details.

Why this happens:

• Message display issues - Messages merged incorrectly (resolved in December 2025)

• Long conversation threads - Extended discussions can exceed context limits, causing the AI to lose track of earlier messages

• Workspace switching - Accidentally switching workspaces mid-conversation

Try:

• Verify you're in the correct thread - Check the conversation title

• Check workspace selection - Make sure you haven't switched workspaces

• Refresh the page - Reload conversation history to see if message display improves

• Recap context in your message - Include background info in your next question

• Check message boundaries - Ensure each message appears separately (not merged with others)

File Upload Issues

File Too Large

Error: "File 'filename.pdf' is too large (15MB). Maximum size allowed is 10MB."

Try:

• Compress the file - Use file compression tools

• Split the document - Break into multiple smaller files

• Remove images - Delete non-essential images to reduce size

• Convert format - Try a different file format (PDF to text, etc.)

Unsupported File Type

Error: "Unsupported file type. Please upload TXT, CSV, JSON, PDF, DOC, DOCX, XLS, or XLSX files."

Supported file types:

• Documents: PDF, DOC, DOCX

• Spreadsheets: XLS, XLSX

• Data: CSV, JSON

• Text: TXT

Not supported: Images (JPG, PNG), videos, audio, executables

Try: Convert your file to a supported format (e.g., export Excel to CSV, Word to PDF)

File Upload Failed

Error: "Failed to upload file"

Try:

• Check internet connection - Ensure you're connected

• Try a different file - The file might be corrupted

• Check file format - Verify the file type is supported

• Reduce file size - Try a smaller file

• Refresh and retry - Close and reopen the chat

Duplicate File Error

Error: "File 'filename.pdf' is already uploaded for this message"

Why: You've already uploaded this file (same name and size) to this message

Try:

• Click the X button to remove the existing file

• Upload a different file

• Or ask your question about the existing file without uploading again

One File at a Time Only

Error: "Please upload one file at a time"

Why: ISMS Copilot processes one file per message

Try:

• Wait for the current file to finish uploading (green box)

• Send your message with the first file

• Start a new message for the second file

Workspace Issues

Cannot Create Workspace

Error: "Error creating workspace"

Try:

• Refresh the page

• Verify you're signed in

• Use a shorter workspace name

• Clear browser cache and try again

Workspace Disappeared

Problem: Previously created workspace is gone

Why: Based on your data retention settings, old workspaces may be automatically deleted

Try:

• Check "View all workspaces" to see if it's still there

• Adjust your data retention settings to keep workspaces longer

• Create a new workspace with the same name

Cannot See All Workspaces

Problem: Missing workspaces from the list

Why: The sidebar only shows 3 recent workspaces

Try:

• Click "View all workspaces" to see the complete list

• Use that page to find and manage all workspaces

Browser & Technical Issues

App Loading Screen

Page Won't Load

Error: Blank page or infinite loading

Try:

1. Hard refresh the page: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)

2. Clear browser cache and cookies

3. Disable browser extensions (try private/incognito mode)

4. Try a different browser

5. Check your internet connection

Interface Not Responsive

Problem: Buttons don't respond, text won't input

Try:

• Refresh the page

• Clear browser cache

• Disable browser extensions

• Try a different browser

• Wait a moment (page might still be loading)

Mobile Display Issues

Problem: App doesn't display correctly on phone/tablet

Try:

• Rotate device to landscape mode

• Use desktop version instead

• Update your mobile browser

• Clear mobile browser cache

Can't Drag and Drop Files

Problem: Drag-and-drop isn't working

Try:

• Use the paperclip button instead to upload files

• Check if your browser has drag-drop disabled

• Try a different browser

• Make sure you're dragging from a file manager, not a browser tab

Subscription & Payment Issues

Upgrade Didn't Work

Error: Payment error or upgrade not reflected

Check:

• Check your email for payment confirmation

• Verify your subscription status in Settings

• Wait a few minutes (it can take a moment to activate)

• Refresh the app after 5 minutes

If payment failed, you'll see:

• "Payment session not found" - Try again from the app

• "Payment was not completed successfully" - Check your payment details

• "User identification failed" - Sign out and back in, then try again

Subscription Status Wrong

Problem: Shows as Free but you paid for Plus

Try:

• Refresh the page

• Sign out and back in

• Check "Manage Subscription" in Stripe portal for actual status

• Contact support with your subscription details

Getting Help

When to Contact Support

Contact support if you:

• Still have errors after trying the solutions above

• Encounter repeated technical problems

• Have billing or subscription questions

• Want to report a bug or issue

• Need urgent assistance with compliance work

How to Contact Support

Use the help menu in ISMS Copilot:

1. Click your user avatar (top right)

2. Select "Help Center" or "Contact Support"

3. Fill out the support form with your issue details

Include in your report:

• Description of the problem

• Steps to reproduce the issue

• Browser and device information

• Screenshots if helpful

• Error messages you received

Still Need Help?

• Check the FAQ section

• Join the community forums

• Check the status page for known issues

• Email support directly from the help menu