Troubleshooting

Find the symptom, read the cause, take the action. Where the honest answer is "contact support", this page says so instead of offering a workaround that will not work.

If you are here because something was refused at upload, start with File types. If you are here because a number was rejected, start with Limits.

Uploading documents

Symptom	Why	What to do
A file is refused before the upload starts	The extension is not on the accepted list, the file is empty, or it is over the size cap for that surface	Check File types. CAD and model formats are not accepted; export to PDF.
Upload not allowed with a note about Autodesk	The project mirrors its documents from Autodesk, so a direct upload would diverge from the source	Upload the file in Autodesk. It syncs into Struxen.
Every edit and upload on a project is refused	It is a demo project	Demo projects are read-only. Work in a real project.
The Documents page is replaced by a "Best viewed on desktop" card	The viewport is under 768 px wide	Use a desktop browser. The rest of the product works on a phone.
A folder drag does nothing	There is no folder upload	Select the files themselves.
More than 50 files were dropped and some were not queued	The batch cap is 50	The refused files are named, not silently dropped. Upload the rest in a second batch.

Document processing

Symptom	Why	What to do
A document reads Indexed but STRUX finds nothing in it	Indexed means the pipeline finished, not that it found text. A scanned PDF with no text layer yields nothing, and Struxen does not run OCR. Images, Office files, and text files are stored but not indexed	Confirm the file is a PDF with a real text layer. If it is, and STRUX still cannot answer from it, contact support. Re-process is not offered on an indexed document and the server refuses it.
A document sits at Processing and never finishes	Processing normally completes within minutes. A document that has not moved for a long time is stuck	Contact support with the project and the document name. Re-process is not available for this state.
A document reads Not processed	Either the plan does not include AI processing, or the file was imported without it. The file is stored, versioned, and downloadable	If your plan includes AI and the project has credits, open the document and choose Re-process.
A document reads Credits blocked	The project had no credits when the file reached the pipeline. This state is terminal	Top up the project's credits, then Re-process the document.
A document reads Duplicate	A file with identical content is already in this project	Nothing to do. Use the existing document.
A document reads Failed or Extraction failed	The pipeline stopped	Choose Re-process. If it fails again, contact support.
Only part of a long PDF appears to have been read	Text extraction reads the first 100 pages of a specification and the first 10 pages of everything else. The vision pass reads page 1	Split the PDF, or upload the section you need as its own document.
A document shows a Scanned or Low confidence flag	The pipeline flagged degraded text or an uncertain classification. The status is unchanged	Treat its extracted content as unreliable. Re-export the file with a text layer and upload it as a new revision.

Drawings and sheets

Symptom	Why	What to do
Sheets are missing from the drawings register	The register lists published sheets only. An uploaded, split, or confirmed set is invisible there	Open the set, confirm the sheet numbers and titles, and publish it.
A drawing set upload is refused	Drawing sets are PDF only	Export the set to PDF.
Sheet numbers or titles are wrong	The split proposes them and a person confirms them	Fix them during review, before publishing. Fields the extraction was unsure about are labelled Low confidence, please check or Could not read this field.
The findings rail, evidence highlights, Detect changes, Export annotated PDF, or Analyze impact are locked	These are on the paid add-on	Opening, panning, zooming, revision switching, downloading, notes, and all markup are always available. Talk to your account owner about the add-on.
Sheets from Autodesk do not appear in this register	Autodesk sheets file under Documents, not the drawings register	Look under Documents. A Struxen set is not superseded by a later Autodesk import.

Specifications

Symptom	Why	What to do
The specifications register is empty and there is no upload button	The register has no upload path of its own	Upload the spec book on the Documents page. It is split on CSI section boundaries and each section lands here.
A row reads No source PDF	There is no file behind that row	It cannot be imported. Upload the source book.
A row reads Import failed or Processing failed	The import request failed, or the pipeline failed after it started	Retry the import. If it fails again, contact support.
Import is disabled	You are on a demo project, or the project has no credits	Import is a metered action at $0.012 per page. Top up, or work in a real project.

STRUX

Symptom	Why	What to do
STRUX says it cannot find the information	This is deliberate. STRUX does not invent values. If the answer is not in the project documents, it says so	Add the missing source, wait for it to reach Indexed, and ask again.
STRUX says it could not reach a data source	This is a different answer from "the documents do not say". STRUX reports a retrieval gap rather than claiming a value is absent	Ask again. If it repeats, contact support.
A citation chip will not open	The chip has no document behind it that can be resolved, so it reads No preview available. Chips on earlier answers in the conversation are also not clickable	Use the chip's document name to find the file in Documents.
STRUX is not in your current plan	The AI tier is not on this organization's subscription	Talk to your account owner. See Billing.
A question fails after about five minutes	Five minutes is the ceiling on one question	Ask a narrower question, or scope it to one discipline.
The conversation is gone after a reload	Conversation history lives in the browser and is capped at 20 turns	Nothing recovers it. Copy anything you need before leaving the page.
A follow-up question lost the thread	Only the last four completed turns are replayed as context	Restate the specifics in the follow-up.
A composer attachment is refused	The composer accepts pdf, jpg, jpeg, png, tiff, and tif at 100 MB, a stricter list than Documents	Upload it on the Documents page instead, where more types are accepted.
An agent run reads Needs review and never completes	That status is not terminal. It means the run proposed at least one action nobody has decided	Open the run and approve or reject each proposed action. It moves to Completed when none are left.
An email agent will not activate	An email agent needs a verified identity and a non-empty recipient allowlist. An agent that requires an SOP will not activate on empty SOP text	Fill in the missing piece and activate again.

VANTAGE and findings

Symptom	Why	What to do
A run completed and found nothing	This can mean the checks passed, or that something did not run	Re-run it. If a second run on documents you know contain a problem also returns nothing, contact support. Do not read a zero-finding run as a clean bill.
Fewer findings than expected, with no explanation	Findings arrive from more than one producer. A producer your organization is not entitled to contributes zero rows and is not reported as a failure	Check whether the project has the VANTAGE add-on enabled.
A run reads Failed with no error you triggered	A run with no progress for 10 minutes, or stuck in Queued for 30 minutes, is marked failed	Start it again. If it fails the same way twice, contact support.
A run will not start, with a concurrency message	Two runs per user per project is the ceiling, shared between checklist runs and Investigate runs	Wait for a run to finish, or cancel one.
A finding reads Accepted and you expected it to be closed	Accepted means the team agreed the finding is real and escalated it. It is still open work	Resolve it once the underlying issue is fixed. See Statuses.
Commenting on a finding does not work, and the Activity tab is empty	Comments and activity on findings are not available	Escalate the finding to an RFI or an observation and carry the discussion there.
There is no export button on the Findings page	Findings export lives on Reports	Go to Reports.

Field records

Symptom	Why	What to do
You distributed a record and a recipient says no email arrived	Distribution records who a record went to, on the record itself. Email delivery is a separate step and is not guaranteed	Export the PDF and send it yourself. Tell support which record it was.
A transmittal will not accept an outside email address	Recipients are project directory contacts. There is no free-text address field	Add the person to the project directory first.
A transmittal cannot be sent again	Sent is terminal	Create a new transmittal.
A daily log cannot be edited	Completed and Distributed are locked states	Nothing reopens them. Record the correction on the next day's log.
A second daily log cannot be created for a date	One daily log per project per date	Add a sub-log to the existing day.
A daily log will not complete	Completion requires the fixed attestation "I acknowledge this report is accurate"	Tick the attestation. It is stored on the record.
A punch attachment did not show up as a photo	Only JPEG, PNG, HEIC, HEIF, and WebP are treated as photos. Anything else attaches as a generic file	Convert it, or accept it as a file attachment.
Changing a date on the schedule moved nothing else	Nothing on the schedule recalculates. Dates are what someone entered or imported, and recording a dependency does not move a date	Adjust the dates you want changed.
The look-ahead board and the Gantt disagree	They are not linked. Moving a card on the board does not move a bar, and re-syncing the schedule does not move a card	Update whichever surface you rely on.
The whole schedule is read-only	Autodesk owns the schedule on this project	Use Detach and take ownership to make Struxen the system of record.
A module card on the project home never finishes loading	Some cards do not report a count	The card's link still works. Click through to the module.
A register list looks shorter than it should	Long lists are truncated and marked as partial	Filter the list to narrow it. A truncated list never claims the project has nothing else.
An observation shows Not sent for its notified date	Logging an observation and sending it are separate actions	Send it if you meant to.

Credits and billing

Symptom	Why	What to do
An AI action fails with an insufficient-credits error	A zero balance is a hard block on AI operations and document processing	Top up. Reading, browsing, and ordinary record editing keep working at zero balance.
You cannot create a project	You are past the 3-project CORE free tier, or you are adding a paid product, and the organization fee is not active	CORE is free for up to 3 projects. Start the paid path from Billing if you are above that, or adding LEDGER, STRUX, or VANTAGE. See Billing.
A new project shows about twice the credits you paid for	A new project is granted its monthly allowance plus a one-time document processing pool	Both are real. The one-time pool does not come back.
Credits disappeared at renewal	The monthly allowance does not roll over. Purchased top-up credits never expire	Spend the allowance within the month, or buy top-ups for work you want to carry.
No cost is shown before an AI action	Struxen does not show a numeric estimate before you confirm. It warns you that the action is metered	Check the balance on Settings before running something large.

Signing in and access

Symptom	Why	What to do
You were signed out after about a week	A session lasts up to 7 days	Sign in again.
An invite link fails immediately after an admin resent it	An admin resend reissues the same link with its original expiry, so resending an expired invite does not revive it	Have the invitee use request a new link on the invite page. That issues a fresh 7-day link.
The invitation email never arrived	Delivery can fail without failing the invite	Check spam first. Then ask an admin to resend, up to 3 times per 24 hours. If nothing arrives, contact support with the exact email address.
A password is rejected and the message is not specific	Passwords need lowercase, uppercase, a digit, and a symbol. Accounts created from an invitation need 12 characters; other accounts need 8. The error may name length when the real problem is a missing symbol	Use 12 or more characters with all four character classes.
You were approved for access but cannot create an account	The sign-up step does not complete	Contact support. There is no self-serve path around it.
An organization action is refused with a multi-factor requirement	Owner and admin writes on an organization require multi-factor authentication. Ordinary members are not affected	Contact support. Do not attempt to enrol from the profile page.

Autodesk projects

Symptom	Why	What to do
An RFI attachment is refused on an Autodesk project	Attachments are not pushed to Autodesk	Attach the file to the RFI in Autodesk.
Edits made in Struxen do not appear in Autodesk	Autodesk is the source of truth. Sync is one way	Make the edit in Autodesk.
Scheduled sync cannot be configured	Scheduled sync needs an Autodesk Account Admin to connect	Ask an Autodesk account admin to connect. A non-admin connection works for that person but leaves the organization unconfigured.
Documents cannot be uploaded to the project at all	The project mirrors Autodesk	Upload in Autodesk. See Integrations.

When to contact support

These have no self-serve fix. Include the project name, the record or document name, and roughly when it happened.

• A document stuck at Processing.
• A document at Indexed that STRUX cannot answer from, when the file is a PDF with a real text layer.
• A VANTAGE run that returns nothing twice on documents you know contain the problem.
• An approved access request that will not complete sign-up.
• An organization action blocked by a multi-factor requirement.
• An invitation email that never arrives after a resend.

Related

• Limits
• Statuses
• File types