Troubleshooting

Common issues and how to resolve them.

Discovery Issues

"Discovery failed" error

Symptoms: Discovery starts but fails with an error message.

Possible Causes:

1. Invalid URL format
2. Site is unreachable
3. Site blocks bots (robots.txt)
4. Server timeout

Solutions:

• Verify the URL is correct and accessible in your browser
• Check if the site has a robots.txt that blocks crawlers
• Try discovering a different page on the same site
• Wait and try again (site may be temporarily down)

No pages discovered

Symptoms: Discovery completes but shows 0 or very few URLs.

Possible Causes:

1. No sitemap available
2. Navigation not crawlable
3. JavaScript-rendered content (SPA)
4. robots.txt restrictions

Solutions:

• Check if the site has a sitemap at /sitemap.xml
• Try discovering from a different starting URL
• Some SPAs may not be fully discoverable

Discovery takes too long

Symptoms: Discovery runs for several minutes without completing.

Possible Causes:

1. Large site with many pages
2. Slow server responses
3. Deep sitemap hierarchy

Solutions:

• Wait for completion (large sites take time)
• Try discovering a more specific section of the site
• Check your internet connection

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Graph Visualization Issues

Graph not loading

Symptoms: Blank screen where graph should appear.

Possible Causes:

1. WebGL not supported
2. Browser compatibility issue
3. JavaScript disabled

Solutions:

• Update your browser to the latest version
• Enable WebGL in browser settings
• Try a different browser (Chrome recommended)
• Check browser console for errors

Graph is slow/laggy

Symptoms: Graph moves slowly when zooming or panning.

Possible Causes:

1. Too many nodes visible
2. Older GPU/device
3. Other browser tabs consuming resources

Solutions:

• Zoom into a specific cluster to reduce visible nodes
• Close other browser tabs
• Use a device with better graphics performance
• Wait for ForceAtlas2 layout to settle

Nodes overlapping

Symptoms: Nodes are clustered together and hard to distinguish.

Possible Causes:

1. Layout still running
2. Many similar URLs

Solutions:

• Wait for the ForceAtlas2 layout to complete
• Zoom in to spread nodes apart
• Click on a cluster to focus on it

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Chat Issues

Dex not responding

Symptoms: Chat message sent but no response received.

Possible Causes:

1. Out of credits
2. Server timeout
3. Network issue

Solutions:

• Check your remaining credits
• Wait and try again
• Check your internet connection
• Refresh the page

Dex gives wrong answers

Symptoms: Dex's response doesn't match the documentation.

Possible Causes:

1. Relevant page not scraped
2. Information in non-scraped section
3. AI misinterpretation

Solutions:

• Scrape the relevant cluster first
• Be more specific in your question
• Check the source links provided
• Rephrase your question

"No relevant content found"

Symptoms: Dex can't find information to answer your question.

Possible Causes:

1. Content not scraped
2. Question too vague
3. Information doesn't exist in documentation

Solutions:

• Trigger a scrape on relevant clusters
• Ask more specific questions
• Check if the topic exists on the source site

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Account Issues

Can't sign in

Symptoms: Login fails or loops.

Possible Causes:

1. Incorrect password
2. Account doesn't exist
3. Browser blocking cookies

Solutions:

• Reset your password
• Create a new account
• Enable cookies for docweb.net
• Try signing in with Google OAuth
• Clear browser cache and cookies

Credits not updating

Symptoms: Credit count doesn't change after reset time.

Possible Causes:

1. Time zone confusion (resets at midnight UTC)
2. Display cache
3. Account sync issue

Solutions:

• Check the reset time displayed in the sidebar
• Refresh the page
• Sign out and sign back in

Sessions missing

Symptoms: Previously saved sessions not appearing.

Possible Causes:

1. Signed into wrong account
2. Sessions were deleted
3. Archived due to session limit

Solutions:

• Verify you're signed into the correct account
• Sessions may have been archived if you exceeded your limit
• Upgrade to increase session limit

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Billing Issues

Payment failed

Symptoms: Subscription payment didn't process.

Possible Causes:

1. Card declined
2. Insufficient funds
3. Card expired

Solutions:

• Check your payment method in Stripe portal
• Update to a valid card
• Contact your bank if the card should work

Subscription not active

Symptoms: Showing as Free tier after subscribing.

Possible Causes:

1. Payment still processing
2. Webhook delay
3. Account mismatch

Solutions:

• Wait a few minutes and refresh
• Check your email for confirmation
• Contact support with your payment receipt

Can't access Stripe portal

Symptoms: "Manage Subscription" link doesn't work.

Possible Causes:

1. No active subscription
2. Popup blocked
3. Browser issue

Solutions:

• Enable popups for docweb.net
• Try a different browser
• Contact support for direct portal link

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Scraping Issues

"Scrape failed" on specific pages

Symptoms: Some pages fail to scrape while others succeed.

Possible Causes:

1. Page blocks bots
2. Invalid HTML
3. Timeout
4. Non-text content

Solutions:

• Some pages may not be scrapeable
• Check if page loads in browser
• Report persistent issues to support

Scraped content looks wrong

Symptoms: Markdown content doesn't match original page.

Possible Causes:

1. Complex HTML structure
2. Dynamic content not captured
3. Conversion limitations

Solutions:

• View original page for accurate content
• Report formatting issues for improvement
• Some content types (tables, images) may not convert well

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Still Stuck?

If none of these solutions work:

1. Refresh the page and try again
2. Clear browser cache and cookies
3. Try a different browser
4. Contact support at [email protected]

Include in your support request:

• Your account email
• Steps to reproduce the issue
• Screenshots of any errors
• Browser and device information