Common Issues

Find solutions to the most frequently encountered problems when using ChapterWise. This guide covers upload issues, analysis problems, result interpretation, and general troubleshooting steps.

Quick Troubleshooting Checklist

Before diving into specific issues, try these common solutions:

Refresh your browser - Clear cache and reload the page
Check your internet connection - Ensure stable connectivity
Verify file format - Confirm your manuscript is in a supported format
Check file size - Ensure within account limits
Review credit balance - Confirm sufficient credits for analysis

Upload and File Issues

File Won't Upload

Symptoms

Upload button doesn't respond
Upload progress bar stalls
Error message appears during upload
File appears to upload but doesn't process

Common Causes & Solutions

File Size Too Large - Free accounts: 10MB limit - Pro accounts: 50MB limit
- Enterprise accounts: 200MB limit - Solution: Compress file, split into sections, or upgrade account

Unsupported File Format - Supported formats: PDF, DOCX, HTML, Markdown, TXT, RTF, XML - Common problem: Scanned PDFs without text layer - Solution: Convert to supported format or use OCR software first

Network Connection Issues - Symptoms: Upload starts but fails partway through - Solution: Check internet stability, try smaller files first, use different network

Browser Compatibility - Outdated browser: Update to latest version - JavaScript disabled: Enable JavaScript in browser settings - Ad blockers: Temporarily disable ad blockers - Solution: Try different browser (Chrome, Firefox, Safari, Edge)

Troubleshooting Steps

Check file details:
Verify file size is within limits
Confirm file extension matches actual format
Ensure file isn't corrupted (can you open it locally?)
Test with different file:
Try uploading a small test document
Use simple TXT file to test basic upload functionality
If test works, issue is with your specific file
Clear browser data:
Clear browser cache and cookies
Disable browser extensions temporarily
Try incognito/private browsing mode
Contact support if issues persist:
Include file size, format, and browser information
Describe exact error messages received
Mention troubleshooting steps already attempted

Chapter Detection Problems

Chapters Not Detected Correctly

Symptoms - All text appears as one chapter - Chapters split in wrong places - Chapter titles not recognized - Missing chapters in the list

Solutions

Improve Document Formatting - Use consistent heading styles (H1, H2, H3) - Include "Chapter" in headings when possible - Ensure clear breaks between chapters - Remove excessive formatting that might confuse detection

Manual Chapter Setup - Switch to manual chapter definition mode - Click at the beginning of each chapter to set breaks - Provide descriptive names for each chapter - Review and adjust breaks as needed

Document Preparation - Clean up document before upload - Remove comments, draft notes, and extraneous formatting - Use standard manuscript format when possible - Ensure chapter markers are consistent throughout

Too Many Chapters Detected

Symptoms - Scene breaks interpreted as new chapters - Every heading becomes a chapter - Short sections split unnecessarily

Solutions - Reduce heading levels in your document - Remove excessive section breaks - Use manual mode to merge incorrectly split chapters - Adjust detection sensitivity settings if available

Analysis Issues

Analysis Fails to Start

Insufficient Credits

Symptoms - Analysis button grayed out - Error message about credit balance - Analysis queue shows "insufficient credits"

Solutions - Check credit balance in account settings - Purchase additional credits - Upgrade to higher tier plan - Choose fewer analysis modules to reduce cost

File Processing Issues

Symptoms - Analysis starts but immediately fails - "Processing failed" error message - Analysis stuck in "queued" state

Solutions - Verify chapter detection completed successfully - Check if file has corrupted or unreadable sections - Try re-uploading the file - Contact support with file details

Analysis Takes Too Long

Normal Processing Times

Quick analysis: 5-15 minutes
Standard analysis: 20-45 minutes
Deep analysis: 45-90 minutes
Large manuscripts: May take longer

When to Be Concerned

Analysis running more than 2x expected time
No progress updates for extended periods
Analysis appears stuck at same percentage

Solutions

Check system status page for known issues
Large files may need extended processing time
Peak usage times may cause delays
Contact support if analysis exceeds reasonable time

Poor Analysis Quality

Low Confidence Results

Symptoms - Many results marked as "low confidence" - Analysis results seem inaccurate - Missing important story elements

Possible Causes - Experimental or non-traditional writing style - Heavily formatted or technical content - Multiple languages in same document - Incomplete or draft-quality content

Solutions - Review manuscript for clarity and consistency - Consider if experimental style affects analysis - Try different analysis modules for comparison - Use results as starting point, not final judgment

Inconsistent Results

Symptoms - Contradictory findings between modules - Results vary significantly between chapters - Character or theme analysis incomplete

Solutions - Cross-reference results from multiple modules - Check if certain chapters have formatting issues - Consider if manuscript has inconsistent style or quality - Focus on high-confidence results for decision making

Account and Credit Issues

Credit Problems

Credits Not Deducted Properly

Symptoms - Analysis completes but credits not charged - Wrong amount of credits deducted - Credit balance doesn't match usage

Solutions - Check transaction history in account settings - Allow up to 24 hours for credit processing - Contact billing support with specific details - Keep records of analysis runs and credit usage

Unable to Purchase Credits

Symptoms - Payment processing fails - Credit card declined - Purchase button not working

Solutions - Verify payment information is correct - Check with bank about potential blocks - Try different payment method - Clear browser cookies and try again - Contact billing support for assistance

Account Access Issues

Symptoms - Password not accepted - Account locked or suspended - Two-factor authentication issues

Solutions - Use password reset function - Check email for account notifications - Ensure 2FA device has correct time - Contact support for account recovery

Subscription Issues

Symptoms - Features not available despite subscription - Billing dates don't match expectations - Unable to upgrade or downgrade plan

Solutions - Check subscription status in account settings - Review billing history for payment issues - Allow 24-48 hours for subscription changes to take effect - Contact billing support for subscription modifications

Browser and Technical Issues

Display Problems

Dashboard Not Loading

Symptoms - Blank or partially loaded pages - Missing buttons or interface elements - Layout appears broken

Solutions - Hard refresh browser (Ctrl+F5 or Cmd+Shift+R) - Clear browser cache and cookies - Disable browser extensions temporarily - Try different browser - Check if JavaScript is enabled

Slow Performance

Symptoms - Pages load very slowly - Analysis results take long to display - Interface feels unresponsive

Solutions - Check internet connection speed - Close other browser tabs and applications - Clear browser cache - Try during off-peak hours - Contact support if problems persist

Mobile Device Issues

Mobile Compatibility

Symptoms - Features don't work on mobile - Display issues on phone or tablet - Touch interface problems

Solutions - Use desktop browser when possible - Ensure mobile browser is up to date - Try landscape orientation - Some features may require desktop access

Results and Export Issues

Export Problems

Export Fails to Generate

Symptoms - Export button doesn't work - Export process starts but fails - Downloaded files are corrupted

Solutions - Check if analysis is completely finished - Try different export format - Ensure sufficient storage space on device - Clear browser downloads folder - Try different browser

Missing Content in Exports

Symptoms - Exported reports missing sections - Incomplete data in downloads - Formatting issues in exported files

Solutions - Verify all analysis modules completed successfully - Check export settings and content selection - Try different export format - Contact support with specific missing content details

Symptoms - Shared links show errors - Collaborators can't access shared content - Permission errors

Solutions - Verify share settings and permissions - Check if links have expired - Ensure collaborators have proper account access - Review privacy settings

Email: support@chapterwise.io
Live chat: Available 24/7 for paid accounts
Response time:
Free accounts: 48-72 hours
Paid accounts: 12-24 hours
Enterprise accounts: 4-8 hours