Common Issues & Solutions

Having trouble with DealView? Find quick solutions to common issues below.

Upload Issues

Upload fails immediately

Symptoms: File upload fails with an error before processing starts.

Possible causes:

• File exceeds size limit (50MB for most plans)
• Unsupported file format
• File is corrupted or password-protected

Solutions:

1. Check file size - Verify your file is under 50MB
2. Check format - We support PDF, DOCX, DOC, and TXT files
3. Remove password - Open password-protected files and save without protection
4. Re-download - If file seems corrupted, download a fresh copy

Upload stuck at processing

Symptoms: Progress bar stops or shows "Processing..." indefinitely.

Solutions:

1. Wait a few minutes - Large or complex PDFs take longer
2. Check your connection - Ensure stable internet
3. Refresh the page - Upload continues in background; refreshing shows updated status
4. Check the Contracts list - The contract may already be there

If stuck for more than 30 minutes, contact support.

"Unsupported format" error

Symptoms: DealView rejects your file format.

Solutions:

1. Convert to PDF - Most documents can be saved as PDF
2. Check the extension - Ensure file has correct extension (.pdf, .docx)
3. Re-export from source - Open in original application and export again

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AI Analysis Issues

Analysis stuck or not starting

Symptoms: Contract uploaded but AI analysis shows "Pending" or "In Progress" for hours.

Solutions:

1. Check your AI quota - Go to Billing to verify remaining operations
2. Wait during peak hours - High usage times may cause delays
3. Refresh the page - Analysis may have completed
4. Re-trigger analysis - Click the refresh icon on the contract to re-analyze

Analysis completed but data looks wrong

Symptoms: AI extracted incorrect dates, parties, or terms.

Solutions:

1. Check document quality - Scanned documents with poor quality may have OCR errors
2. Review manually - Click "Edit" to correct extracted fields
3. Re-analyze - Sometimes a second analysis improves results
4. Check for multiple contracts - If file contains multiple contracts, only the first is analyzed

"Analysis Failed" error

Symptoms: Contract shows "Analysis Failed" status.

Possible causes:

• Document too complex
• Scanned document with unreadable text
• Non-contract document (image, spreadsheet as PDF)

Solutions:

1. Check document type - Ensure it's actually a contract
2. Improve scan quality - Re-scan at higher resolution (300+ DPI)
3. Try a different format - If DOCX fails, convert to PDF
4. Contact support - For persistent failures on valid contracts

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Search & Filter Issues

Search returns no results

Symptoms: Searching for a contract you know exists returns nothing.

Solutions:

1. Check spelling - Exact matches work better
2. Try partial matches - Search "Acme" instead of "Acme Corporation Inc."
3. Clear filters - Hidden filters may be excluding results
4. Check the folder - You may be searching within a specific folder
5. Wait for indexing - Recently uploaded contracts take a few minutes to index

Filters not working

Symptoms: Applying filters doesn't change results or shows unexpected contracts.

Solutions:

1. Check filter combination - Multiple filters use AND logic
2. Clear all filters - Reset and apply one filter at a time
3. Verify data exists - Contracts need AI analysis for most filters to work
4. Refresh the page - Clears any cached filter state

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Integration Issues

Cloud storage sync not working

Symptoms: Files from Google Drive, OneDrive, or Dropbox aren't syncing.

Solutions:

1. Re-authorize connection - Go to Settings > Integrations and reconnect
2. Check folder permissions - Ensure DealView has access to the folder
3. Verify sync is enabled - Toggle sync on for the specific folder
4. Check sync schedule - Sync runs periodically, not instantly

E-signature platform not connected

Symptoms: DocuSign, Adobe Sign, or PandaDoc integration fails.

Solutions:

1. Clear browser cache - Sometimes OAuth tokens get stuck
2. Use incognito mode - Try connecting in a private browser window
3. Check platform status - Verify the e-signature service is online
4. Contact workspace admin - Enterprise integrations may require admin setup

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Login & Authentication Issues

Can't log in

Symptoms: Login fails or page keeps redirecting.

Solutions:

1. Check email address - Verify you're using the correct account
2. Reset password - Use "Forgot password" link
3. Clear browser cookies - Remove DealView cookies and try again
4. Try incognito mode - Bypasses browser extensions and cached data
5. Check SSO settings - If using company SSO, contact your IT admin

Session expired frequently

Symptoms: Getting logged out unexpectedly.

Solutions:

1. Check "Remember me" - Enable on login for longer sessions
2. Check browser settings - Ensure cookies aren't being blocked
3. Disable conflicting extensions - Ad blockers or privacy tools may interfere

MFA not working

Symptoms: Multi-factor authentication codes rejected.

Solutions:

1. Check time sync - Ensure your phone's clock is accurate
2. Wait for new code - Codes expire every 30 seconds
3. Use backup codes - Located in your security settings
4. Contact admin - Ask workspace admin to reset your MFA

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Browser Compatibility

Page not loading correctly

Symptoms: Missing elements, broken layout, or features not working.

Supported browsers:

• Chrome 90+ (recommended)
• Firefox 90+
• Safari 14+
• Edge 90+

Solutions:

1. Update your browser - Use the latest version
2. Disable extensions - Try with all extensions disabled
3. Clear cache - Hard refresh with Ctrl/Cmd + Shift + R
4. Try a different browser - Chrome typically works best

PDF viewer issues

Symptoms: Can't view contracts in the built-in viewer.

Solutions:

1. Try download - Download and open in external PDF reader
2. Check browser settings - Ensure PDF viewing is enabled
3. Disable PDF extensions - Browser PDF extensions may conflict

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Getting More Help

If none of these solutions work:

1. Search the help center - Use the search bar above for specific topics
2. Check system status - Visit our status page for known issues
3. Contact support - Click the chat bubble or email support@dealview.io

Related Articles

• Getting Started with DealView
• Understanding AI Analysis
• Search & Filters Guide