Troubleshooting#

Common issues and their solutions.

Document Upload#

PDF extraction failed#

Symptoms: Document shows “Failed” status after upload.

Solutions:

  1. Ensure the PDF is not password-protected
  2. Check that the PDF contains selectable text (not just images)
  3. Try a smaller document or split large files
  4. Re-upload the document

Controls not extracted correctly#

Symptoms: Missing controls or incorrect text extraction.

Solutions:

  • Use Excel upload for more control over extraction
  • Manually add missing controls after upload
  • Edit incorrectly extracted control text

Excel column mapping issues#

Symptoms: Controls have wrong IDs or text.

Solutions:

  • Verify column headers match your selection
  • Check for merged cells (not supported)
  • Ensure consistent formatting in the spreadsheet

Mappings#

No mapping suggestions generated#

Symptoms: All source controls show no target matches.

Solutions:

  1. Verify target documents have controls
  2. Check that documents are fully processed (not “Processing”)
  3. Try the “High Coverage” slider setting
  4. Controls may be genuinely unrelated — consider manual mapping

Mapping takes too long#

Symptoms: Mapping creation seems stuck.

Solutions:

  • Large control sets take longer — wait a few minutes
  • Refresh the page and check if the mapping was created
  • Try with fewer target documents initially

Coverage not updating#

Symptoms: Including/excluding targets doesn’t change coverage.

Solutions:

  • Refresh the page
  • Check that changes were saved (look for confirmation)
  • Navigate away and back to the mapping

Assessments#

Can’t assign controls#

Symptoms: Assignee dropdown is empty or disabled.

Solutions:

  • Verify you have Auditor or Admin role
  • Check that users exist in your organization
  • Ensure users have Implementer role

Fill Gaps button disabled#

Symptoms: Button shows but can’t be clicked.

Solutions:

  1. This is a gap assessment (created from a mapping) — regular assessments don’t have this option
  2. At least one control must be approved (not just answered)
  3. Try refreshing the page

Fill Gaps not updating mapping#

Symptoms: Clicked Fill Gaps but mapping coverage unchanged.

Solutions:

  1. Check the success message — note how many gaps were filled
  2. Refresh the mapping page
  3. Verify the implementation document was created in Documents
  4. Check browser console for errors

Revision requests not showing#

Symptoms: Implementer doesn’t see revision feedback.

Solutions:

  • Implementer should refresh their page
  • Check the “Revision Requested” filter in the assessment
  • Verify the revision note was saved

Authentication#

Can’t log in#

Symptoms: Google sign-in fails or redirects back to login.

Solutions:

  1. Clear browser cookies for the site
  2. Try incognito/private browsing
  3. Verify your email is whitelisted in the system
  4. Contact your administrator

Session expired#

Symptoms: Actions fail with authentication errors.

Solutions:

  • Refresh the page (will prompt re-login if needed)
  • Clear cookies and log in again

Performance#

Pages loading slowly#

Solutions:

  1. Check your internet connection
  2. Try a different browser
  3. Clear browser cache
  4. Large documents/mappings take longer — this is normal

Actions not saving#

Solutions:

  1. Check for error messages in the UI
  2. Refresh and retry
  3. Check browser console for network errors
  4. Contact administrator if persistent

Still Need Help?#

If you can’t resolve your issue:

  1. Note the exact steps to reproduce the problem
  2. Check browser console for error messages (F12 → Console)
  3. Contact your system administrator
Backward Assessments