Troubleshooting

For problems inside the editor itself, such as nothing being detected on a scan, see the online editor troubleshooting: the editor is the same in every product.

Documents

A document stays at Created or Processing

• Documents are processed one at a time. Others wait with the status Created until it's their turn.
• The first document waits for the detection models to download (Downloading AI models). This can take a few minutes on a slow connection.
• Processing runs only while Studio is open. If you closed the tab or the app, open Studio again and it continues.

Status is Insufficient Credits

Your workspace has no pages left for this billing period. Upgrade, top up credits or wait for the next period. In self-hosted Studio, check your license.

Status is Error

Click the status to see which step failed on which page. Delete the document and add it again. If it fails again, the PDF may be damaged: try printing it to a new PDF first.

Sync failed or shows Conflict

• Error: check your connection and try Sync to cloud again.
• Conflict: the server copy changed since your last sync. Choose Keep my changes or Use cloud version, see Sync conflicts.

My documents disappeared

Local documents live in the browser's storage. They are gone if site data was cleared, if you used a private window, or if you are on another browser or device. Synced documents can be opened again from the server.

Self-hosted

The backend doesn't start

docker compose logs backend

• License error: the key is missing, invalid or expired. See License.
• Database connection error: the db container isn't healthy yet, or DATABASE_PASSWORD changed after the database was created. The password is set when the database is first created in ./data.

Studio opens, but sign-in fails

• NEXTAUTH_URL must match the address in the browser's address bar, followed by /api/auth.
• NEXT_PUBLIC_API_URL must be reachable from the user's browser, not only from inside Docker.
• CORS_ALLOWED_ORIGINS must contain the Studio address, and ALLOWED_HOSTS the backend's host name.

See Configuration.

Detection never finishes, or finds nothing with Cloud PII

The browser can't reach the detection API. Open the address in NEXT_PUBLIC_PII_API_URL from a user's computer and check docker compose logs api. The first request after a start can be slow while models load.

Port already in use

Another program uses port 3000, 8000, 8002 or 5432. Change the left-hand number of that ports entry in docker-compose.yaml, for example "3005:3000", and update the matching URLs in .env.

Still stuck?

Open Support center in the Studio sidebar, or contact support. For self-hosted problems, include the output of docker compose ps and docker compose logs --tail=100. Remove license keys and secrets before sending logs.