IntELIEDocs troubleshooting
Almost every IntELIEDocs problem is one of four things: the orchestrator is not configured the way you assume, the badge on screen is stale, the document is in a status that hides the action you want, or your role lacks the permission for it. Find your symptom, then the page that fixes it.
Find your symptom
| Symptom | Likely cause | Fix |
|---|---|---|
| You cannot find Upload Document, or it is greyed out. | It lives in an orchestrator's document list, and a document is always uploaded into one. Greyed out, with the tooltip You don't have permission to upload documents., your role lacks IntELIEDocs · Document - Create. | Orchestrator basics · Uploading |
| Selecting an orchestrator opens its documents, and there is no Dashboard tab. | Your role lacks IntELIEDocs · Document - List. | Ask an administrator. See Orchestrator dashboard |
An .eml or a spreadsheet is refused as not a supported file type. | The orchestrator redacts: a Smart Redact, or a Smart Queue with a route that redacts, takes only page formats. | Uploading an email · Smart Queue pipeline |
| A document has sat on Processing for ages. | The list never refreshes itself. | Select Refresh, or open the document. See 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; a Smart Queue sets Review to Auto or Never on its Pipeline tab. | Orchestrator basics · Smart Queue pipeline |
| Mark as Reviewed is greyed out. | A required field is empty, or the status is Exception or Export Failed. | Mark reviewed and re-run |
| Re-run, Mark as Reviewed or Remove is missing. | Re-run and Mark as Reviewed need IntELIEDocs · Document - Execute; Remove needs IntELIEDocs · Document - Delete. Mark as Reviewed is also gone once the document is Exported. | Ask an administrator. See Mark reviewed and re-run |
| A visibility picker reads You do not have access to Access Control and suggests asking your administrator. | The Visibility Scope and Views pickers read your roles, departments and groups from Access Control, and your role cannot. | Leave the default visibility, or ask an administrator. See Visibility scope |
| Original is greyed out with a padlock on a redacted document. | Your role lacks IntELIEDocs · Original document - View, or a Smart Queue's Original Access leaves you out. | Ask an administrator. See Manual redaction |
| 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 select Retry export. See 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. See Password-protected PDFs |
| 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 redacted 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. See Manual redaction |
| A redaction box shows a padlock where the bin was, and its tooltip starts Locked. | Apply redactions has already burned it in. | Re-ingest the document to redact it differently. See 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. A document on 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 follow status, then permission
Each header action has a status rule. Re-run appears once processing has an outcome (Waiting for Review, Completed, Exception, Exported, Partially Exported or Export Failed), Enter Password only on Password Required, and Retry export only on Export Failed and Partially Exported. Your role then decides whether you see it: without Execute, Re-run, Mark as Reviewed and the As CSV and As Excel downloads are hidden; without Delete, Remove is hidden. Save is the exception. Without Update it stays visible but greyed out, and its tooltip says why.
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.