Troubleshooting

Encountering issues with bid analysis? This comprehensive troubleshooting guide covers common problems, their causes, and step-by-step solutions.

Quick Diagnostic Guide

Start here to quickly identify your issue category:

Upload Issues

File Too Large Error

Symptom: "File size exceeds 50 MB limit" error message

Cause: Your PDF or DOCX file is larger than the maximum allowed size

Solutions:

Prevention: Before uploading, check file size in file properties. If > 40 MB, compress proactively.

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Invalid File Type Error

Symptom: "File type not supported" or "Invalid file format"

Cause: File is not PDF or DOCX, or has incorrect extension

Solutions:

Special Case: PDF Portfolios

• Symptom: Multi-file PDF that won't upload
• Cause: Portfolio PDFs are containers, not single documents
• Solution: Extract individual PDFs from portfolio (Adobe Acrobat → Portfolio → Extract All Files)

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Password Protected File Error

Symptom: "Document is password protected" or "Cannot access encrypted file"

Cause: PDF or DOCX has password protection preventing access

Solutions:

Prevention: Always request unprotected versions of RFPs when possible.

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Upload Hangs or Times Out

Symptom: Progress bar stalls at X%, eventually times out

Causes: Network issues, browser problems, or server congestion

Solutions:

Still Failing: Contact support with:

• Browser and version
• File size
• Screenshot of error
• Time upload was attempted

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Processing Errors

Processing Failed After Upload

Symptom: Upload succeeds (100%), but then "Processing failed" error appears

Causes: Document structure issues, content problems, or system errors

Solutions:

Contact Support With:

• Error message text
• Document characteristics (pages, size, format)
• Whether document opens normally locally
• Steps already tried

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Processing Stuck/Frozen

Symptom: Progress shows "Processing..." for > 20 minutes, no progress

Expected Times: < 20 pages = 1-2 min, 20-100 pages = 2-8 min, 100+ pages = 8-15 min

Solutions:

If Genuinely Stuck (> 25 minutes with no change):

1. Contact support with analysis ID
2. Support can check server-side logs
3. May be document-specific issue requiring manual intervention

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Extraction Quality Issues

Too Many False Positives

Symptom: Many non-requirements extracted as requirements (evaluation criteria, background text, contract terms)

Example: "The contract will be firm-fixed-price" extracted as requirement instead of background info

Causes: Document language ambiguity, unusual RFP structure

Solutions:

Prevention:

• Use "Precision" mode for RFPs with lots of background text
• Specify section ranges if you know where requirements are

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Missing Requirements (False Negatives)

Symptom: You know certain requirements exist, but they weren't extracted

Causes: Implicit requirements, unusual language, requirements in tables/images

Solutions:

Report Patterns:

• If you notice systematic missing patterns: Report to support
• Helps improve AI for future users

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Requirements Not in English

Symptom: RFP contains French or other languages, extraction fails or is inaccurate

Solutions:

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Categorization Problems

Requirements in Wrong Categories

Symptom: Technical requirements categorized as Compliance, or vice versa

Cause: Ambiguous requirement language, AI categorization uncertainty

Solutions:

Workaround: If categories are very wrong, consider re-analyzing with updated extraction settings.

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Priority Incorrectly Assigned

Symptom: Mandatory requirements marked as Evaluated, or vice versa

Cause: Ambiguous RFP language (uses "should" for mandatory, "must" for evaluated)

Solutions:

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Capability Matching Issues

Matches Seem Inaccurate

Symptom: "Fully Meets" for requirements you can't meet, or "Cannot Meet" for requirements you can

Cause: Incomplete capability profile, AI matching errors

Solutions:

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Compliance Percentage Seems Wrong

Symptom: Compliance Ring shows different percentage than you calculated manually

Cause: Different calculation method, incorrect requirement counts

Solutions:

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History and Search Issues

Can't Find Past Analysis

Symptom: You know you analyzed an RFP, but can't find it in History

Solutions:

Still Can't Find: Contact support with approximate date and RFP details.

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Search Not Finding Results

Symptom: Search returns no results, but you know the content exists

Solutions:

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Sharing and Collaboration Issues

Share Link Not Working

Symptom: Recipients click share link, get "Access Denied" or "Link Expired"

Solutions:

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Real-Time Collaboration Not Syncing

Symptom: Changes by other users don't appear, or appear with long delay

Solutions:

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Performance Issues

Slow Page Load

Symptom: Analysis page takes > 10 seconds to load

Solutions:

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Document Viewer Slow to Load

Symptom: PDF viewer takes long time to display pages

Solutions:

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Getting Help

Before Contacting Support

Gather This Information:

1. Analysis ID: Found in URL or analysis settings
2. Error Message: Exact text or screenshot
3. Steps to Reproduce: What you did before error occurred
4. Browser Info: Chrome 123, Firefox 115, etc.
5. Document Info: File size, page count, format
6. Already Tried: Solutions you've attempted

Try These First:

• Search this troubleshooting guide
• Check status.cothon.com for known issues
• Try in different browser
• Clear browser cache
• Wait 1 hour and retry (for intermittent errors)

Contacting Support

Methods:

1. In-App Support (Fastest):

• Click Help icon (?) → Contact Support
• Automatically includes session info
• Response time: < 4 hours business hours

2. Email:

• support@cothon.com
• Include: Analysis ID, error details, screenshots
• Response time: < 24 hours

3. Live Chat:

• Available: Weekdays 9 AM - 5 PM ET
• Click chat icon in bottom-right
• Instant connection to support agent

4. Community Forum:

• community.cothon.com
• Search existing solutions
• Post questions for community + staff

Priority Support (Enterprise plans):

• Dedicated Slack channel
• Phone support: +1-XXX-XXX-XXXX
• Response time: < 1 hour

Useful Screenshots to Include

1. Error Message: Full browser window showing error
2. Console Logs: Browser DevTools → Console tab (if technical issue)
3. Analysis Dashboard: Showing problem in context
4. Document Viewer: If document-specific issue
5. Settings Page: If configuration-related issue

How to Capture Console Logs (for technical issues):

1. Right-click anywhere on page → Inspect
2. Click "Console" tab
3. Look for red error messages
4. Right-click in console → Save As → logs.txt
5. Attach logs.txt to support ticket

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Prevention Tips

To Avoid Future Issues:

1. Regularly Update Capability Profile

   • Schedule quarterly reviews
   • Add new wins, certifications, staff
   • Remove outdated information

2. Prepare Documents Before Upload

   • Check file size (compress if > 30 MB)
   • Remove passwords
   • Verify text is selectable
   • Combine multi-part RFPs

3. Use Optimal Settings

   • Adjust extraction mode based on RFP type
   • Enable notifications for completion
   • Set up flagged terms proactively

4. Review AI Results Critically

   • Always verify mandatory requirements
   • Spot-check categorization
   • Validate compliance percentage
   • Override incorrect matches

5. Organize as You Go

   • Add analysis to folder immediately
   • Tag with relevant metadata
   • Use descriptive custom names
   • Pin active pursuits

6. Stay Updated

   • Check release notes for new features
   • Enable beta features if you want early access
   • Provide feedback to improve AI

7. Keep Browser Updated

   • Use latest Chrome, Edge, or Firefox
   • Enable automatic updates
   • Clear cache monthly

Frequently Asked Questions

Related Documentation

• Uploading RFPs - Detailed upload guide
• Requirement Extraction - How extraction works
• Capability Matching - Matching system details
• Analysis History - Organization and search features

Still Stuck?

If this guide didn't solve your problem:

1. Search Community Forum: community.cothon.com - Many questions already answered
2. Contact Support: See "Getting Help" section above
3. Schedule Demo: For complex issues, book 30-min session with support engineer

We're Here to Help: Our success depends on your success. Don't hesitate to reach out!