105 entries

Troubleshooting

Start from what you see on screen. Each entry is taken from a guide's "If something goes wrong" section and links back to it.

Data room

A group says it cannot ask questionsOpen the group's Settings tab. Either Q&A is disabled, and buyers see Q&A is not available for your team, or the group has used its Monthly question limit, and buyers see Your team has used all of its questions for this month. Enable Q&A, raise or remove the limit, or wait for the monthly reset.In Answer buyer questions The question asks for a document that is not in the roomPlace the document in the Dataroom first, then attach it as a source. A published answer can only cite documents the group can open.In Answer buyer questions A colleague was assigned but cannot see the questionAssignment does not grant access. Give them a role on the project, or at least on the cited folders, and the question appears in their Assigned list.In Answer buyer questions Publish is not offered to youPublishing needs the Editor or Owner role on the project. Submit for review and ask an editor to publish, or ask an owner for the role.In Answer buyer questions Two groups asked the same questionAnswer each separately. Answers are private to the group that asked; there is no shared FAQ across groups, so a fact both should know goes into a document in the room instead.In Answer buyer questions The numbers have gaps after moving or deleting nodesSelect Done editing, then open the ⋮ menu next to Upload and choose Recreate index numbers. Review the preview, then apply. Do this before publishing; external users quote the numbers.In Build the Dataroom structure A placeholder should not count as missingOpen it in the editor and switch on Not applicable. It stays in the list but leaves the completion score and the missing-files export.In Build the Dataroom structure A ZIP left files out or had nothing to downloadA ZIP contains only the files you may download; documents with redactions are included in the version you are cleared for. The job shows how many files were left out, and Details lists each with its reason. Nothing to download means no selected file qualified. See Protect downloads.In Close and archive a data room Downloaded files will not open on WindowsDeeply nested folders with long names can exceed Windows' path length limit when the ZIP is extracted. Extract closer to the root of the drive, for example into C:\Deal\, or shorten the top-level folder name first.In Close and archive a data room You need to add a document after lockingLocking cannot be reversed. Share the document through another channel, or create a new project for a later phase.In Close and archive a data room You need to change something after publishingAdd a file or placeholder, or move one; both work on a published room. To take a file out, Retract it; the document stays in the Workspace. Whether you can then delete it permanently depends on your organisation: by default a document that has been published stays protected even after retraction. What you cannot do is make the removal invisible: the audit trail keeps the retraction.In The data room lifecycle: Preparation, Published, Locked Delete is refused for a documentThe message says why: - Retract this file from all published VDR placements before permanently deleting it. The document is still placed in the published Dataroom, perhaps in more than one place, or it was moved there. Retract every placement, then delete it. If the message stays after every placement is retracted, your organisation keeps published documents protected; the document remains in the Workspace, and support can help if it must be removed. - This document belongs to a locked VDR and cannot be permanently deleted. Documents that were ever in a room that is now locked stay protected, even if retracted earlier. - For a folder, the message names how many documents in it are still protected. Retract their placements first; documents in a locked room remain protected.In The data room lifecycle: Preparation, Published, Locked Lock is refusedEither the room is not yet Published, you cannot edit the Dataroom, or the room's subscription has an outstanding payment. Settle it on the Billing tab, then lock.In The data room lifecycle: Preparation, Published, Locked You published too earlyThere is no way back to Preparation. Disable the portal to close it for buyers while you finish, then enable it again.In The data room lifecycle: Preparation, Published, Locked The import option is not in the menuConnected-storage import is not available in your workspace. Upload the files from your computer instead.In Import from connected storage The SharePoint tab asks for approvalThe app has not been approved for SharePoint yet. The tab shows A workspace admin must approve Microsoft 365 before SharePoint sites can be imported. An organisation admin of your workspace opens the same tab, starts the approval and signs in with a Microsoft 365 administrator account; right after approving, they select Connect SharePoint. Everyone else can then connect directly.In Import from connected storage The import is refused before it startsThe selection is over a limit: a file above 500 MB, more than 5,000 files or more than 5 GB in total. The message names the file or the limit. Remove it from the selection, or split the import, and try again.In Import from connected storage Some files show under FailedThe list names them with the reason, for example a file whose size the source did not report and that turned out to be over 500 MB. Import those separately or upload them from your computer.In Import from connected storage The source changed after the importImports are copies, not links. Import the changed file again, or upload the new version with Upload new version on the file's ⋮ menu.In Import from connected storage The buyer says they never received the emailAsk them to check their spam folder. Then open the group's Members tab, select the ⋮ menu on the buyer's row and choose Resend invite.In Invite buyers to a data room You invited the wrong personIn the Members tab, select the ⋮ menu on their row and choose Remove. They lose access to the portal as soon as you confirm.In Invite buyers to a data room Add external user is not availableThe project has no Deal Portal yet, so there is nothing for buyers to sign in to. Set it up under Project Settings › Deal Portal first; the group's No portal chip links there.In Invite buyers to a data room A buyer says a folder is missingOpen the group's Data room access tab. A folder without a role is absent from their portal. Grant the folder the Viewer role; the change reaches them within a minute. Check what someone can see shows how to read the tab.In Invite buyers to a data room The invitation never arrives, or the link has expiredInvitation problems covers queued invitations, resending and expired links.In Invite buyers to a data room Publish data room is greyed outSelect the steps to publish chip next to it. It lists what is missing. Missing NDA content and unsaved portal settings block publishing; a missing active external group or missing folder access for it are warnings, since the room can be published before buyers are set up. Each line links to the place to fix it.In Invite buyers to a data room Lock is refused with The Index is being updated; retry locking.Someone is placing, moving or renumbering files at that moment. Wait for the change to finish and lock again.In Lock the data room You need to add a document after lockingLocking cannot be reversed. Share the document through another channel, or create a new project for a later phase of the deal. Documents that were in the room also stay protected from permanent deletion, including ones retracted before the lock.In Lock the data room A file went to the wrong folderPlace it again in the right slot: the app asks Replace existing placements? and Place anyway moves the file and removes its old placement. Or, on the Dataroom tab, open the file's ⋮ menu and choose Move. In Preparation you can move and remove placements freely. In a published data room a placed file is visible straight away to buyer groups with access to that folder; moves are recorded and removing a file is a Retract. A locked data room cannot be changed.In Place documents in the Dataroom Update the Dataroom numbering firstA published Dataroom created before the current numbering scheme needs a one-time update before files can be placed. Select Recreate index numbers, check the preview, and the placement continues on its own. See The data room lifecycle.In Place documents in the Dataroom A message appears after placing- … files were skipped — already in the Dataroom or awaiting an AI suggestion. Those files already have a place or a pending suggestion; review suggestions first, or place them again to replace the placement. - A folder can't go into a single-file slot. Pick a Dataroom folder instead. Placeholders take single files; choose a Dataroom folder for a folder. - The Dataroom is busy with another change. Wait a moment and try again; files already placed are kept. - Part of the folder was placed. Run it again to finish. Place the same folder again; files already placed are skipped.In Place documents in the Dataroom I don't see Place with AI in the upload dialogThe option appears only once the Dataroom has a structure to place into. A new project's Dataroom is empty until you apply a template, generate a structure, clone one or import one; see Build the Dataroom structure. Until then uploads go to the Workspace, and you can run Scan Workspace later. The option is also absent when placements are not possible at all, for example in a locked data room.In Place documents with AI The scan found nothing to suggestSuggestions are made only for files that clearly fit a folder or placeholder. Check that the Dataroom has placeholders for the kind of documents you uploaded and that their placement instructions describe them, then run Scan Workspace again.In Place documents with AI Scan Workspace is greyed outThe Workspace is empty, or a scan is already running. Wait for the job at the bottom of the page to finish.In Place documents with AI A file was placed in the wrong slotAccepting is the same as placing by hand: on the Dataroom tab, open the file's ⋮ menu and choose Move. While the data room is in Preparation, placements can be moved or removed freely.In Place documents with AI A buyer cannot downloadCheck the folder row in the group's Data room access tab: Can download is per folder. A role of Viewer without that box means view only. A buyer denied a download sees You do not have permission to download this item and usually emails you; grant the folder rather than sending the file.In Protect downloads with a watermark and password The downloaded PDF asks for a passwordThe project's download password applies. Share it with the recipient outside the room, or tick No password for their group on that folder.In Protect downloads with a watermark and password A buyer says files were missing from their ZIPAsk what Details listed for the download. Files without Can download for their group, or still processing, are left out on purpose; grant the folder or wait for processing to finish, then they download again.In Protect downloads with a watermark and password The Redact icon is missing, or files were skippedOnly processed documents with a PDF preview can be redacted. When a selection mixes others in, the studio opens with the rest and says how many files were skipped and why: still processing, failed processing, or without a PDF rendition. Excel files are never redactable. Wait for processing to finish, or retry it from the file's status, then add the documents again.In Redact documents Some documents cannot be scanned yetSome documents cannot be scanned yet. Wait for processing to finish or retry processing. A folder scan also names how many documents in the selected folders were skipped because they are still processing or failed. Scan again once they show Ready.In Redact documents A scan finished with gapsThe scan completed, but not everywhere: some files failed or were skipped, or, on a single-document AI scan, specific pages need review. A warning names what was missed, for example AI scan finished with gaps — 2 files failed, and the scan's entry in Job manager reads Scan finished with gaps. Check those pages by hand and add area markup where needed before sharing the document.In Redact documents The scan found nothing, or the wrong thingsKeywords match exactly, so check spelling and try the shorter form of a name. On a scanned PDF, detection reads recognised text only where OCR is enabled for your organisation; otherwise use area markup. If the AI flagged more than you asked for, reject those detections and rerun with a narrower prompt.In Redact documents A scan never startsOnly one scan per tab runs at a time; wait for Scanning… to finish. If nothing happens at all, a browser extension that blocks requests may be interfering; try a private window without extensions.In Redact documents A scan paused for creditsPatterns and AI Prompt use credits. When the balance runs out mid-scan the job pauses rather than failing, and the message says how many credits it needs to finish. A colleague with admin rights can add credits under Plans & credits; see Credits and billing. Keyword scans do not use credits.In Redact documents A redacted Word or PowerPoint file downloads as a PDFThat is intended. The redaction lives in the document's PDF version, so the download is that PDF, named after the document with a .pdf extension.In Redact documents The Project activity icon is missingThe log is for project owners and organisation admins. Ask a project owner for access, or use Analytics for buyer views.In Review project activity A change you just made is not listedAccess and invitation changes can take up to a minute to appear. Reload the page after a short wait.In Review project activity No changes match these filtersWiden the date range or select Clear all. For a long history with narrow filters, Keep looking searches further back.In Review project activity This resource could not be openedThe file, folder or question was deleted, or your access to it changed. The log keeps the row either way.In Review project activity Could not load analyticsCould not load analytics. Try again or narrow the date range. A wide range on a large room can take too long. Choose a shorter range and try again.In See who has accessed what An export is already being preparedAn export for this project is already being prepared. Wait for Your export is ready, then start the next one. If it reads The export is taking longer than expected. Please try again., start the export again.In See who has accessed what A section shows an error while the rest of the page worksQ&A activity and the document list load on their own. Reload the page; the other figures are not affected.In See who has accessed what The Invite external user button is not thereBuyer groups can only be invited once the Deal Portal exists. Open Project Settings › Deal Portal once, which creates it, then return to Teams.In Set up and brand the Deal Portal Invitation emails show the old project nameEmails use the portal's Display name, not the project name. Change it under Identity and save.In Set up and brand the Deal Portal Invitation emails are not going outEmails are sent when the portal is published or enabled, and when a person is added to a group that is already live. Check the readiness chip: an NDA requirement without text or PDF keeps the portal in Draft. Buyers are only emailed once their external group is activated, so a portal published before any group is active sends nothing yet. Fix the listed items, then select Publish data room.In Set up and brand the Deal Portal You were signed out of the app when you opened the portalThe app and the portal share one sign-in per browser. Signing in to the portal as a buyer replaces your own session. Use Preview portal, which needs no buyer sign-in, or a private browser window for the buyer account.In Set up and brand the Deal Portal A buyer sees You don't have accessThe same message covers a portal that is not published yet, a group whose external access is switched off, and a person who is not in any group. Check the portal state on this tab, then the group's External access and members on the Teams page.In Set up and brand the Deal Portal Some files failed, stopped, or never appearedUpload problems explains each status and the fix, including re-running a stopped batch with Skip duplicates and finding failed files in the Job manager.In Upload documents A file stays in ProcessingProcessing is the app reading the document: extracting its text, rendering the page preview and adding it to the search index. Files go through a queue, so a big upload can keep files in Processing for a good while after the upload itself has finished. Nothing is lost: the file is stored and can be downloaded, and spreadsheets, images, CSV and text files can be opened straight away. What waits for processing is everything that needs the document's text: the viewer for PDFs and Office documents, Search this data room, and the AI assistant, which only sees a document once it has been indexed. Leave the batch to finish. A file that is genuinely stuck is retried by the app on its own and, if it still cannot be read after a few hours, is marked Uploaded – can't be processed with the reason.In Upload documents A file reads Uploaded – can't be processedThe file was stored and can be downloaded, but its contents could not be read. Hover over the status for the reason: most often the document is password-protected, encrypted or damaged, the format cannot be indexed, or it exceeds the 1,000-page limit, in which case only a summary was indexed. Remove the protection or convert the file, then upload it again with Replace on the Review step.In Upload documents I don't see Place with AIThe AI can only place files into a Dataroom that has a structure, so the option appears once folders and placeholders exist. In a new project, choose Workspace only now and build the Dataroom structure next; the files can then be placed by AI with Scan Workspace, as Place documents with AI describes.In Upload documents Placing in the Dataroom asks to update the numbering firstA published Dataroom created before the current numbering scheme needs a one-time update before files can be placed with Place manually in Dataroom or Place with AI. Run Recreate index numbers when the app offers it, or upload with Workspace only and place the files afterwards. See The data room lifecycle.In Upload documents The upload button only takes files, or only one folderThe browser's picker chooses either files or a folder. To upload several top-level folders at once, or folders and files together, drag them from your computer onto the Workspace; every dropped folder becomes its own branch.In Upload problems The upload panel is stuck at 0%The upload itself usually finished and the panel missed the update. It checks again when the connection returns, when you come back to the tab, and every few minutes; the files' Status column in the Workspace always shows the real state.In Upload problems A file sat on Processing for hoursProcessing is retried automatically after about five hours and, if it still does not finish, the file is marked Uploaded – can't be processed after another five. With a very large backlog it can take longer. If it is urgent, download the file, check it opens and is not protected, and upload it again with Replace.In Upload problems A file with a changed extension failsA document renamed to .pdf that is really an email or another format cannot be read. Restore the real extension before uploading.In Upload problems A large batch uploaded directly to the Dataroom is slowEvery file placed straight into the index updates the index, so very large batches take longer; the app retries clashes between them on its own. For hundreds of files, upload to the Workspace first, then place the files with Scan Workspace; see Place documents with AI.In Upload problems

Access

A folder shows in the matrix but the buyer says they cannot open itCheck the External access toggle on the group and the data room's state. A group's rights take effect only once the group is active and the data room is published. A newly granted right can also take up to a minute to show; ask them to reload.In Check what someone can see A buyer is refused permission after accepting the NDAThe portal shows You don't have permission to view this content because the group has no role on anything in the Dataroom. Open the group's Data room access tab and give it a role on the folders it should see, or on the whole Dataroom row at the top.In Check what someone can see Someone still sees a folder you clearedThey hold another path to it: a team they belong to, an inherited role from a parent folder, or a direct grant on a file inside. Open their row under People with access with All resources to find it.In Check what someone can see View as is not offeredIt is available to project owners only, on other people's rows, and only in the project's own Permissions panel, not in the panel of a folder or file. Use People with access for the same information.In Check what someone can see The buyer already has an account from another dealTheir email contains no temporary password, only the link. They sign in with their existing password, and Forgot password? on the portal sign-in page resets it if needed.In Invitation problems The colleague signed in but sees a different organisationTheir account belongs to several organisations. They select Switch Organization in the account menu, which lists their Organizations; the pending invitation is also listed there and can be accepted from the app.In Invitation problems The temporary password no longer worksA new colleague or buyer has 7 days to sign in with the temporary password from their invitation email. After that it stops working, even though a colleague's invitation still shows as open. Resend the invitation; the new email carries a fresh temporary password.In Invitation problems The invitation is refusedAn address that already belongs to a member of the organisation, or that already has a pending invitation, is refused with a message saying so; add an existing member to the team directly instead of inviting. The two kinds of account do not mix: a buyer must be removed from the buyer group before being invited as a colleague, and a colleague cannot be added as a buyer.In Invitation problems You cannot invite anyoneOnly organisation admins invite colleagues, and buyers can only be added once the project has a Deal Portal and an external group. Your organisation may also have used all its seats; an admin sees this as a failed invitation and can free a seat by removing an inactive user.In Invitation problems Owner is missing from the role list for someoneThe person is a Guest. Guests cannot be made owners; change their organisation role to Member first, under Profile › Teams & People.In Manage your team and roles You cannot remove or demote a memberEither they are the team's last owner, or the team has Include all organization members switched on, in which case every member is indirect and cannot be removed individually. Assign another owner, or switch the setting off first.In Manage your team and roles The team does not appear in another projectIt is project-scoped. Open its Settings tab and switch on Organization-wide; the team then appears in every project and is managed at organisation level.In Manage your team and roles A colleague was invited but cannot use the AIThey were invited as a Guest. Change their role to Member.In Manage your team and roles They still see a folderFind the remaining path: select them under People with access, switch to All resources and hover the dashed role to see where it is inherited from, then clear it there. Changes take effect within seconds, in rare cases up to a minute; someone who already has a document open keeps it until they reload.In Remove someone's access You cannot remove a team memberThey are the team's last owner, or the team includes all organisation members indirectly. Assign another owner, or switch Include all organization members off, then remove them.In Remove someone's access A downloaded file is out of your controlRemoval stops new views and downloads. Files already downloaded remain with the person; the watermark and password on downloaded PDFs are the protection that still applies.In Remove someone's access

Analyse with AI

The assistant says it cannot find a document you can seeThe file may still be Processing, or it is a format the app stores but does not read, such as an image or a ZIP. Check its status in Files; see Upload problems.In Ask the AI about your documents Sharing is refusedCan't share: … must first have access to the project and any documents referenced in this conversation. Give the colleague access to the project and the cited folders, then share again.In Ask the AI about your documents The panel shows You're out of creditsYour organisation's credit balance is empty. An admin adds credits under Plans & credits; nothing in the conversation is lost.In Ask the AI about your documents The AI wants to … card blocks the composerThe assistant proposed an action that changes the project. Select Allow or Deny; the conversation continues either way.In Ask the AI about your documents The import produced one long statement, or split questions oddlyOpen the template, fix the statements by hand, or delete it and import again with more specific AI Instructions. Excel files import best when each question is its own row.In Create a template from an existing document Unsupported file typeSave the checklist as Word, PDF, PowerPoint or Excel first. Plain text and email files are not accepted for templates.In Create a template from an existing document A colleague cannot see the templateIts access was restricted under Permissions on its card. Add them or their team there.In Create a template from an existing document The template has too many statementsAbove about fifty statements the AI's template editing is refused. Split the checklist into two templates, for example commercial and legal.In Create a template from an existing document Export as Word is the only option for a questionnaireThat is by design: a questionnaire exports to Word. For a PDF or slide deck, ask the assistant to build a document or deck from the questionnaire's findings and export that artifact.In Export a questionnaire or an artifact A statement shows FailedSelect the failed chip in the Evaluation panel to select those statements and run them again. If it fails repeatedly, shorten the question or narrow it with an instruction.In Run an analysis with a questionnaire Evaluate is refused with Insufficient balanceYour organisation is out of credits. An admin adds credits under Plans & credits; see Credits and billing.In Run an analysis with a questionnaire An answer cites a source you cannot openSource unavailable means the document was deleted or you no longer have access to it. Ask a project owner for access, or re-evaluate the statement so it cites current documents.In Run an analysis with a questionnaire The template you want is not offeredIt is still Processing after an import, or its access was restricted. Check the Templates library.In Run an analysis with a questionnaire

Account

There is no Cardiolytix Inc. projectThe demo deal is created with a new organisation. If you were invited into an existing organisation, its members may have deleted the copy; deleting it cannot be undone and support cannot restore it. Ask a colleague to add you to one of their projects, or create your own with New Project.In Your first hour in Valutico VDR The sidebar shows fewer entries than in the screenshotsEntries appear only for what your role allows. A Guest, or a member with access to a single document, sees Files and little else. Teams and Analytics need a project owner. Ask the project owner to check your role; How access works explains the layers.In Your first hour in Valutico VDR The assistant answers without citations, or says it found nothingDocuments are searchable only once their status is Ready. In the demo deal that is already the case; on a fresh upload wait for processing to finish, then ask again. See Upload problems.In Your first hour in Valutico VDR A Getting Started checklist appears in the sidebarSome organisations also see a Getting Started panel with an Explore the Platform checklist. It links to the same pages as this guide and ticks them off as you visit; it is per person, and dismissing it changes nothing in the project.In Your first hour in Valutico VDR Incorrect username or password, but you are sure of bothUse Forgot password?; a six-digit code is emailed to you and you set a new password in the same screen. If the code email does not arrive, check spam and quarantine; corporate mail filters sometimes hold messages from new senders. After several failed attempts the app pauses sign-in for a while with Too many attempts.In Sign in and account You are sent to a verify-your-email screenThe account was created but the six-digit verification code was never entered. Enter the code from that email, or select Resend code. Until it is verified, sign-in cannot complete.In Sign in and account The page says Failed to fetch, or spins forever after sign-inSomething between your browser and the app is blocking requests, typically a VPN, a proxy or a browser extension. Try without the VPN, in a private window with extensions disabled, or on another network. If only previews or uploads fail, the S3 storage domain is the one being blocked; see Network requirements above.In Sign in and account You were signed out while workingThe inactivity timeout signed you out; the page says how long it was. Sign in again to continue. Admins can lengthen the timeout up to 48 hours under Profile › Security.In Sign in and account After accepting an invitation you cannot see your old projectsYour account now belongs to two organisations and is showing the new one. Open the account menu, select Switch Organization, and switch back. If the previous organisation is missing from the list, contact support with the invitation email.In Sign in and account Your valuation-platform password does not work hereThe valuation platform and Valutico VDR are separate applications with separate accounts. Use the password you set for Valutico VDR, or Forgot password? if you never set one.In Sign in and account