Troubleshooting

Solutions for common issues in Platted.

Login Issues

Can't log in

• Verify your email address is correct
• Check caps lock is off
• Try resetting your password
• Contact your Platted administrator if problems persist

Session expired

Your authentication token expires periodically for security. Simply log in again to continue.

Forgot password not working

• Check your spam folder for the reset email
• Ensure you're using the correct email address
• Use Help & Feedback if you don't receive the email

Document Issues

Document won't upload

• Verify the file is a PDF — PDF is the only accepted format
• Check file size (large files may take longer)
• Try refreshing the page and uploading again
• Check your internet connection

Document stuck in processing

• Wait a few minutes - complex documents take longer
• If the document ends up marked Failed, click Retry on its row in the Processing section of the Documents tab
• If it is still stuck, use Help & Feedback

Wrong document type assigned

• If the document is waiting in Classification Review, open it, pick the correct Category and Document Type in the review panel, and click Save & Continue — processing carries on with the type you chose
• If the document has already been classified, open it, switch to edit mode, correct the category and type there, and save

Extraction data is wrong

• Open the document detail panel
• Edit the incorrect fields
• Click Accept and Close when done (or Accept and Next if you are working through a review queue)

Order Issues

Can't create order

• Verify all required fields are filled
• Check that order number isn't a duplicate
• Ensure you have permission to create orders

Order not showing in list

• Clear any active filters
• Check you're in the correct organization
• Refresh the page

Can't edit a completed order

Completed orders are locked. Use Help & Feedback to request changes.

Connection Issues

"Offline" status showing

The dot in the page header reads Live when real-time updates are flowing and Offline when they are not.

• Check your internet connection
• Refresh the page
• Real-time updates resume once the connection is back

Changes not appearing

• Refresh the page to pull the current state — this is the reliable fix, and nothing is queued up locally waiting to sync
• Check the connection indicator in the header
• If someone else is editing the same order, their change lands when the page next refreshes its data

Performance Issues

Page loading slowly

• Clear browser cache
• Try a different browser
• Check your internet speed
• Use Help & Feedback if problems persist

Search results slow

• Narrow your search criteria
• Use date range filters
• Reduce number of filters applied

Getting More Help

If your issue isn't listed here:

1. Note the exact error message
2. Note what you were doing when it occurred
3. Use the Help & Feedback link at the top of any page