Troubleshooting

Solutions for common issues in Platted.

Login Issues

Can't log in

  • Verify your email address is correct
  • Check caps lock is off
  • Try resetting your password
  • Contact your Platted administrator if problems persist

Session expired

Your authentication token expires periodically for security. Simply log in again to continue.

Forgot password not working

  • Check your spam folder for the reset email
  • Ensure you're using the correct email address
  • Use Help & Feedback if you don't receive the email

Document Issues

Document won't upload

  • Check file size (large files may take longer)
  • Verify file type is supported (PDF only)
  • Try refreshing the page and uploading again
  • Check your internet connection

Document stuck in processing

  • Wait a few minutes - complex documents take longer
  • Try clicking Retry Processing
  • If still stuck, use Help & Feedback

Wrong document type assigned

  • Click the document to open details
  • Select the correct type from the dropdown
  • The system will reprocess with the new type

Extraction data is wrong

  • Open the document detail panel
  • Edit the incorrect fields
  • Click Accept and Close when done

Order Issues

Can't create order

  • Verify all required fields are filled
  • Check that order number isn't a duplicate
  • Ensure you have permission to create orders

Order not showing in list

  • Clear any active filters
  • Check you're in the correct organization
  • Refresh the page

Can't edit a completed order

Completed orders are locked. Use Help & Feedback to request changes.

Runsheet Issues

Missing entries

  • Check if all documents finished processing
  • Look for documents in the Review Queue
  • Upload any missing documents

Wrong matter status

  • Click the matter to open details
  • Enable Override Status
  • Select the correct status

Entries in wrong order

Entry order is based on recording date. If dates are incorrect, edit the source document's recording date.

Connection Issues

"Disconnected" status showing

  • Check your internet connection
  • Refresh the page
  • Real-time updates will resume when connected

Changes not appearing

  • Refresh the page to see latest changes
  • Check connection status in header
  • Changes made while disconnected sync when reconnected

Performance Issues

Page loading slowly

  • Clear browser cache
  • Try a different browser
  • Check your internet speed
  • Use Help & Feedback if problems persist

Search results slow

  • Narrow your search criteria
  • Use date range filters
  • Reduce number of filters applied

Getting More Help

If your issue isn't listed here:

  1. Note the exact error message
  2. Note what you were doing when it occurred
  3. Use the Help & Feedback link at the top of any page