IntelieDocs troubleshooting
Almost every IntelieDocs problem is one of three things: the orchestrator is not configured the way you assume, the badge on screen is stale, or the document is in a status that hides the action you want. Find your symptom, then the page that fixes it.
Find your symptom
| Symptom | Likely cause | Fix |
|---|---|---|
| You cannot find Upload Document. | It lives in an orchestrator's document list, and a document is always uploaded into one. | Orchestrator basics |
| A document has sat on Processing for ages. | The list never refreshes itself. | Select Refresh, or open the document — Finding and reading one |
| Documents reach Completed without stopping for review. | Review Required is off on that orchestrator — a Smart Redact carries the same switch. | Orchestrator basics · Smart Redact |
| Mark as Reviewed is greyed out. | A required field is empty, or the status is Exception or Export Failed. | Sign off and re-run |
| A tab is replaced by a permission error. | Visibility Scope, Original Access and Views need permission to read your directory. | Visibility scope |
| Documents finish but nothing is delivered. | No export channel is attached, or its row still reads Connect. | Import and export channels |
| Export Failed or Partially Exported. | A connector refused the document. | Hover the badge for the reason per connector, then Retry export — Document statuses |
| Processing stopped at Password Required. | The PDF is locked, and there is no banner saying so. | Select Enter Password, or attach it at upload — Uploading |
| Exception, in red. | A processing stage failed. | Handling exceptions |
| Your corrections vanished. | Switching the panel to Groups discards unsaved edits, with no prompt. | Review and correct |
| You cannot find Add redaction box on a Smart Redact document. | The redaction tools appear only once the redacted copy is ready and the document is open on a page. | Manual redaction |
| A redaction box you drew disappeared as you released the pointer. | The type picker was dismissed, and an untyped box is not a region. | Draw it again and choose a type — Manual redaction |
| A redaction box shows a padlock, Locked — this redaction is permanent, where the bin was. | Apply redactions has already burned it in. | Re-ingest the document to redact it differently — Manual redaction |
Nothing refreshes itself
The documents list never updates on its own. An open document refreshes every 10 seconds, but only while it is Processing, Exporting or Queued for Export — one Waiting for Review never does, and the document page has no refresh control at all. Treat a badge as a snapshot — select Refresh, or reopen the document.
Actions appear by status, not by permission
The header actions are strictly status-conditional: Retry Submit only on Exception, Enter Password only on Password Required, Retry export only on Export Failed and Partially Exported. None of them is hidden by your permissions — an action you are not entitled to use fails at the server rather than disappearing.
Two silent dead ends
A document that finishes with no export channel attached counts as a success: nothing is delivered and no error is raised anywhere. And a required table field holding no rows offers nothing to fill in, so Mark as Reviewed stays disabled.
Next
- Document statuses — what each badge is waiting on.
- Orchestrator basics — where most set-up problems start.
- Platform troubleshooting — problems outside IntelieDocs.