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Troubleshooting

Even the best workflows sometimes run into issues. This page outlines common problems, how to fix them, and where to find additional help if you need it.

Upload Issues​

Files Won't Upload​

Common Causes:

  • Internet connection interruption
  • File size exceeds subscription limits
  • Unsupported file format
  • Browser compatibility issues

Solutions:

  1. Check Connection

    • Ensure stable internet connection
    • Try uploading a smaller test file first
    • Use ethernet instead of WiFi if possible

  2. Verify File Format

    • Supported: PDF, DOCX, XLSX, CSV, JSON, images, videos
    • Maximum file size varies by subscription tier
    • Check supported formats list

  3. Browser Troubleshooting

    • Clear browser cache and cookies
    • Try incognito/private browsing mode
    • Update to latest browser version
    • Disable browser extensions temporarily

  4. Alternative Methods

    • Use the mobile app for uploads
    • Try uploading via API

    If the issue persists, reach out to Filedgr Support with the error details. Your sales representative can also escalate urgent cases.

Upload Stuck at "Processing"​

This usually indicates a backend processing delay:

  1. Wait and Retry - Processing can take 5-10 minutes for large files
  2. Check Status Page - Visit status.filedgr.com for system issues
  3. Cancel and Retry - Cancel the upload and try again
  4. Contact Support - If stuck for more than 30 minutes

Verification Status Issues​

Verification Shows as "Pending"​

Blockchain confirmations can take time depending on network congestion:

Expected Times:

  • Polygon: 30-60 seconds under normal conditions; 2-5 minutes during congestion
  • Ethereum: 1-5 minutes under normal conditions; 5-15 minutes during congestion
  • High congestion: Up to 30 minutes

What to Do:

  1. Be Patient - Most transactions complete within expected timeframes
  2. Check Blockchain - Use transaction ID to check status on block explorer
  3. Network Issues - Check if blockchain network is experiencing delays
  4. Contact Support - If pending for more than 1 hour

Verification Failed​

When verification fails, you'll see specific error messages:

"Insufficient Funds for Gas"​

  • Cause: Not enough cryptocurrency to pay transaction fees
  • Solution: Contact support - we handle gas fees for standard accounts

"Transaction Reverted"​

  • Cause: Blockchain network rejected the transaction
  • Solution: File will be automatically retried. If persistent, contact support

"Network Timeout"​

  • Cause: Blockchain network was unreachable
  • Solution: Retry verification from vault settings

Account & Access Issues​

Can't Log In​

Forgot Password​

  1. Go to login page
  2. Click "Forgot Password"
  3. Enter email address
  4. Check email for reset link
  5. Create new password

Account Locked​

Multiple failed login attempts can temporarily lock your account:

  • Wait 15 minutes and try again
  • Check email for security notifications
  • Contact support if repeatedly locked

Two-Factor Authentication Issues​

If you can't access your 2FA device:

  1. Use backup codes provided during 2FA setup
  2. Contact support with account verification details
  3. Have alternative contact method ready for verification

Permission Denied Errors​

"You don't have permission to view this vault"​

  • Cause: Vault owner hasn't granted you access
  • Solution: Request access from vault owner or administrator

"Insufficient permissions to perform this action"​

  • Cause: Your role doesn't allow the attempted action
  • Solution: Contact administrator to review your permissions

"API key lacks required permissions"​

  • Cause: API key created with limited scope
  • Solution: Generate new API key with appropriate permissions

Performance Issues​

Slow Loading Times​

Dashboard Loading Slowly​

  1. Clear Browser Cache

    Chrome: Settings > Privacy > Clear Browsing Data
    Firefox: Settings > Privacy > Clear Data
    Safari: Develop > Empty Caches

  2. Check Internet Speed

  3. Disable Extensions

    • Temporarily disable ad blockers
    • Turn off VPN if not required
    • Disable unnecessary browser extensions

Large File Processing Delays​

  • Expected: Files >100MB can take several minutes
  • Optimization: Compress files before upload when possible
  • Alternative: Use API for large batch uploads

Sync Issues​

Data Not Updating​

  1. Force Refresh - Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
  2. Check Network - Ensure stable internet connection
  3. Browser Cache - Clear cached data
  4. Contact Support - If data is more than 1 hour out of sync

Integration Problems​

API Issues​

Authentication Failures​

{
  "error": "invalid_api_key",
  "message": "The provided API key is invalid"
}

Solutions:

  1. Verify API key and secret are correct
  2. Check if key has been deactivated
  3. Ensure proper Authorization header format
  4. Try generating a new API key

Rate Limiting​

{
  "error": "rate_limited", 
  "message": "Too many requests",
  "retry_after": 60
}

Solutions:

  1. Implement exponential backoff in your code
  2. Reduce request frequency
  3. Contact support to discuss rate limit increases
  4. Use batch operations where possible

Webhook Not Receiving Events​

  1. Verify Endpoint - Ensure webhook URL is accessible
  2. Check Logs - Look for delivery attempts in dashboard
  3. Test Manually - Use tools like ngrok for testing
  4. Validate SSL - Ensure HTTPS endpoint has valid certificate

Mobile App Problems​

App Won't Sync​

  1. Check Internet - Ensure mobile data or WiFi is working
  2. Force Close App - Close and restart the application
  3. Update App - Install latest version from app store
  4. Re-login - Sign out and sign back in

Camera/Photo Upload Issues​

  1. Permissions - Grant camera and storage permissions
  2. Storage Space - Ensure device has sufficient storage
  3. App Update - Update to latest version
  4. Device Restart - Restart your mobile device

Data Issues​

Missing Files​

"File not found" Error​

  1. Check Vault - Ensure you're looking in correct vault
  2. Search Function - Use search to locate file
  3. Access Permissions - Verify you have access to file
  4. Contact Owner - File may have been moved or deleted

Files Showing Wrong Version​

  1. Refresh Page - Force reload to get latest version
  2. Version History - Check if looking at old version
  3. Cache Issue - Clear browser cache
  4. Sync Delay - Wait a few minutes for sync

Corruption or Integrity Issues​

"File integrity check failed"​

This indicates the file may have been corrupted:

  1. Re-upload File - Upload the original file again
  2. Check Source - Verify original file isn't corrupted
  3. Different Format - Try converting to different format
  4. Contact Support - May indicate system issue

Billing & Subscription Issues​

Payment Problems​

Credit Card Declined​

  1. Check Details - Verify card number, expiry, CVV
  2. Contact Bank - Ensure card allows international transactions
  3. Alternative Payment - Try different payment method
  4. Contact Support - For payment processing issues

Subscription Not Active​

  1. Payment Status - Check if recent payment failed
  2. Billing Cycle - Verify when next payment is due
  3. Update Payment - Ensure payment method is current
  4. Account Status - Check for any account restrictions

Usage Limits​

"Storage quota exceeded"​

  1. Review Usage - Check dashboard for current usage
  2. Delete Old Files - Remove unnecessary files
  3. Upgrade Plan - Consider higher tier subscription
  4. Archive Data - Export old data for external storage

"API rate limit exceeded"​

  1. Monitor Usage - Track API calls in dashboard
  2. Optimize Code - Reduce unnecessary API calls
  3. Batch Operations - Use bulk endpoints where available
  4. Upgrade Plan - Consider plan with higher limits

Browser-Specific Issues​

Chrome Issues​

  • Clear Site Data: Settings > Site Settings > View permissions > Filedgr > Clear data
  • Disable Extensions: Try incognito mode
  • Update Browser: Ensure latest Chrome version

Firefox Issues​

  • Clear Cookies: Settings > Privacy & Security > Cookies and Site Data
  • Tracking Protection: Disable for Filedgr domain
  • Update Browser: Ensure latest Firefox version

Safari Issues​

  • Clear Website Data: Safari > Preferences > Privacy > Manage Website Data
  • Allow Cookies: Ensure cookies enabled for Filedgr
  • Disable Private Relay: Can interfere with some features

When to Contact Support​

Immediate Support Needed​

Contact support immediately for:

  • Security concerns - Suspicious account activity
  • Data loss - Files or vaults disappeared
  • Compliance violations - Regulatory requirements at risk
  • System outages - Platform completely inaccessible

Standard Support​

Contact support for:

  • Feature questions - How to use specific features
  • Integration help - API or webhook issues
  • Account management - User roles and permissions
  • Billing questions - Subscription and payment issues

Self-Service First​

Try self-service options first for:

  • Password resets - Use automated reset
  • Usage monitoring - Check dashboard analytics
  • Documentation - Search knowledge base
  • Status updates - Check status page

How to Report Issues Effectively​

Information to Include​

  1. Account Details

    • Email address or account ID
    • Subscription plan
    • Browser and version

  2. Problem Description

    • What you were trying to do
    • What happened instead
    • When the issue started
    • Error messages (exact text)

  3. Steps to Reproduce

    • Numbered list of actions
    • Expected vs actual results
    • Frequency of occurrence

  4. Impact Assessment

    • How many users affected
    • Business impact severity
    • Urgency level

Screenshots and Evidence​

  • Error Messages - Capture exact error text
  • Console Logs - Browser developer console output
  • Network Requests - Failed API calls or requests
  • Account Screenshots - Relevant dashboard views

Example Issue Report​

Subject: Vault Creation Failing with Template "supply-chain-v2"

Account: user@company.com
Browser: Chrome 120.0.6099.109
Plan: Business

Issue Description:
Cannot create new vaults using the "supply-chain-v2" template. 
Error appears immediately after clicking "Create Vault".

Error Message:
"Failed to create vault: Template validation error"

Steps to Reproduce:
1. Navigate to Dashboard > Create Vault
2. Select "Supply Chain Template v2"
3. Fill required fields: Name, Description
4. Click "Create Vault" button
5. Error appears immediately

Expected: Vault should be created successfully
Actual: Error message and vault creation fails

Impact: HIGH - Blocking new product onboarding for 5 users
Started: Today at 10:30 AM EST
Frequency: 100% failure rate (tried 5 times)

Additional Notes:
- Other templates work fine
- Issue started after this morning's product update
- Same issue across multiple browsers and users

Screenshots attached: error-message.png, console-logs.png

Getting Additional Help​

Community Resources​

Documentation Resources​

Direct Support​

Remember: Most issues can be resolved quickly with the right information. Don't hesitate to reach out - we're here to help!