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Troubleshooting Guide

Solutions to common issues you may encounter with BillionLens.

Access Issues​

Can't Login​

Problem: Login page won't accept credentials

What to do:

  1. Verify your credentials - Contact your firm administrator if you need a password reset
  2. Clear your browser cache - Old session data may cause issues
  3. Try Chrome browser - BillionLens works best in Google Chrome

Document Upload Issues​

File Upload Fails​

Problem: Files won't upload

Common causes and solutions:

CauseSolution
File too large (over 100MB)Split large PDFs into smaller files
Unsupported file typeConvert to PDF, Word, or other supported format
Browser issueTry Chrome or clear browser cache

Folder Upload Not Working​

Problem: Can't select folders to upload

What to do:

  1. Use Google Chrome - Folder upload works best in Chrome
  2. Check browser permissions - Allow BillionLens to access files
  3. Alternative: Upload files individually if folder upload fails

Document Processing Issues​

Processing Takes a Long Time​

Problem: Processing seems slow or stuck

This is normal for large document collections. Processing time depends on:

  • Number of documents
  • Size of documents (especially large PDFs)
  • Number of images requiring OCR

What to expect:

  • Small cases (under 100 files): 5-15 minutes
  • Medium cases (100-500 files): 15-45 minutes
  • Large cases (500+ files): May take over an hour

What to do:

  • Watch the progress bar for status updates
  • Don't close the browser tab during processing
  • If stuck for over an hour, refresh the page and retry

Some Files Show as "Failed"​

Problem: Some files are marked as failed after processing

Common causes:

  • Password-protected PDFs
  • Corrupted or damaged files
  • Unusual file encoding

What to do:

  1. Check which files failed in the File Browser
  2. For password-protected PDFs: Remove the password and re-upload
  3. For corrupted files: Try re-exporting from the original application
  4. Re-upload the fixed files and process again

Scanned Documents Not Searchable​

Problem: Text from scanned PDFs or images isn't appearing in search results

What to do:

  1. Verify that processing completed successfully
  2. Check that the files are properly uploaded (not 0 KB)
  3. Note: Very low-quality scans may not OCR accurately - consider re-scanning at higher quality

AI Chat Issues​

"I couldn't find information about this"​

Problem: AI says it can't find information you know exists

What to do:

  1. Verify documents are indexed:

    • On the case page, check that "Indexed" count matches "Total Files"
    • If not, click "Process Uploaded Files" to index them

  2. Try different phrasing:

    • Use different keywords or synonyms
    • Be more specific or more general
    • Try asking about a specific document you know contains the answer

  3. Check your filters:

    • If you have metadata filters active, they may be too restrictive
    • Try removing filters and searching again

AI Responses Are Slow​

Problem: It takes a long time to get answers

This is normal for complex questions or large document collections.

What to expect:

  • Simple questions: 5-15 seconds
  • Complex questions: 15-45 seconds
  • Questions requiring extensive document search: Up to 60 seconds

Tips for faster responses:

  • Ask focused, specific questions
  • Break complex questions into simpler parts
  • Watch for the streaming response - answers appear progressively

No Sources Showing​

Problem: AI answer appears but no source documents are cited

What to do:

  1. Check the right panel - sources appear on the right side of the screen
  2. Scroll down in the sources panel - there may be multiple sources
  3. Try asking the question again - occasionally a retry helps

Entity Extraction Issues​

No Entities Found​

Problem: Entity extraction returns no results

What to do:

  1. Verify documents are processed:

    • Entities are extracted from indexed documents
    • Make sure all files show as "Processed"

  2. Wait for completion:

    • Extraction takes time for large document collections
    • Watch the progress indicator

  3. Check your documents:

    • Very short documents may yield few entities
    • Technical documents without names may have limited entity extraction

Duplicate People Appearing​

Problem: The same person appears multiple times with different names

Note: BillionLens automatically detects aliases (e.g., "John Smith" = "J. Smith"), but may occasionally miss some variations.

What to do:

  • Check "Also Known As" section for detected aliases
  • Re-running extraction may improve deduplication
  • Use AI Chat to ask about specific individuals for clarification

Timeline Issues​

Timeline Is Empty​

Problem: No events appear after timeline extraction

What to do:

  1. Verify your documents contain dates:

    • Documents must contain dated events to generate timeline entries
    • Undated documents won't produce timeline events

  2. Wait for extraction to complete:

    • Timeline extraction has multiple phases
    • Let all phases finish before checking results

  3. Check filter settings:

    • Year or month filters may be hiding events
    • Try selecting "All" to see everything

Dates Seem Incorrect​

Problem: Timeline shows unexpected dates

Possible causes:

  • Ambiguous date formats (e.g., 01/02/2024 could be January 2 or February 1)
  • Dates from unrelated document content

What to do:

  • Click on the event to see the source document
  • Verify the date against the original document
  • Mark irrelevant events as "Dismissed" to hide them

Browser Issues​

Buttons Not Responding​

Problem: Clicking buttons doesn't do anything

What to do:

  1. Clear your browser cache - This fixes most issues
  2. Use Google Chrome - BillionLens is optimized for Chrome
  3. Disable browser extensions - Some extensions interfere with web applications
  4. Try incognito/private mode - This temporarily disables extensions

Page Display Problems​

Problem: Page looks broken or elements are missing

What to do:

  1. Clear browser cache
  2. Hard refresh: Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
  3. Try a different browser

Performance Issues​

Platform Running Slowly​

What to do:

  1. Check your internet connection - BillionLens requires a stable internet connection
  2. Try Chrome browser - Other browsers may be slower
  3. Consider case size - Very large cases (1000+ files) may be slower
  4. Contact support - Persistent slowness may indicate a server issue

Files Not Downloading​

Problem: Download button doesn't work

What to do:

  1. Check if your browser is blocking popups
  2. Try right-clicking the download button and selecting "Save As"
  3. Try a different browser

Resetting a Case​

If a case has persistent issues, you can reset it to start fresh:

  1. Navigate to the Case View page
  2. Click the Reset button
  3. Confirm that you want to delete all data
  4. Re-upload your documents and process again
Warning

Resetting permanently deletes all case data including uploaded files, entities, conversations, and timeline events. This cannot be undone.

Getting Help​

If you're still experiencing issues, please contact support with:

  1. A description of what you were trying to do
  2. The exact error message (if any)
  3. Which browser you're using (Chrome, Safari, Firefox, etc.)
  4. Whether the issue happens consistently or intermittently

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