Common Issues

This troubleshooting guide helps you resolve common issues you may encounter while using Mainbranch.

Quick Links

Connection Issues

Search Problems

Account Issues

General Troubleshooting Steps

Before diving into specific issues, try these general steps:

Refresh the page — Many issues resolve with a simple refresh
Clear browser cache — Cached data can cause unexpected behavior
Try a different browser — Browser extensions may interfere
Check your internet connection — Ensure you have stable connectivity
Sign out and back in — This refreshes your session

Common Issues Overview

Check your credentials
Verify SSO is configured correctly
Clear browser cookies
Try a different browser

See Account Issues →

Search Is Not Finding Results

Verify the content exists and you have access
Check if the data source is connected
Allow time for new content to sync
Try different search terms

See Search Problems →

Connector Not Syncing

Check connector status in Admin Console
Verify authorization is still valid
Review error messages
Re-authorize if necessary

See Connection Issues →

Page Not Loading

Check your internet connection
Try refreshing the page
Clear browser cache
Try a different browser

Features Not Working

Refresh the page
Sign out and back in
Check if the feature is enabled for your workspace
Contact your administrator

Issue-Specific Guides

AI Assistant Issues

AI not responding:

Check your internet connection
Wait a moment and try again
Refresh the page if stuck

Incorrect or irrelevant answers:

Provide more context in your question
Try rephrasing your query
Verify the information exists in your connected sources

Cannot attach files:

Check if file uploads are enabled (ask your admin)
Verify the file type is supported
Check file size limits

The Vault Issues

Cannot upload files:

Check file size limits
Verify the file type is supported
Check your internet connection
Try a different browser

Files not appearing:

Wait a few minutes for processing
Refresh the page
Check filters are not hiding the file

Cannot delete files:

Verify you have permission to delete
Contact your administrator if needed

Meetings Issues

Meeting not recording:

Verify recording is enabled
Check that the bot was invited correctly
Contact your administrator

Transcript not appearing:

Allow time for processing (15-30 minutes)
Check meeting status
Verify the meeting was recorded

Poor transcript quality:

Audio quality affects transcription
Multiple speakers reduce accuracy
Technical terms may need review

Tools Issues

Tool not loading:

Refresh the page
Try a different browser
Check for browser extensions interfering

Tool producing errors:

Check input data format
Reduce input size
Contact support for persistent errors

Browser Compatibility

Mainbranch works best with modern browsers:

Browser	Minimum Version	Status
Chrome	90+	Recommended
Firefox	90+	Supported
Safari	14+	Supported
Edge	90+	Supported

If you experience issues:

Update your browser to the latest version
Disable extensions temporarily
Try incognito/private mode

Performance Issues

Slow Loading

Check your internet speed
Close unnecessary browser tabs
Clear browser cache
Try a different network

Unresponsive Interface

Refresh the page
Close and reopen the browser
Check system resources (memory, CPU)
Try a different browser

Getting Additional Help

If you cannot resolve your issue:

Check this documentation — Search for your specific issue
Contact your administrator — They can check settings and access
Gather information — Note error messages and steps to reproduce
Contact support — Provide details for faster resolution

Information to Provide

When contacting support, include:

Description of the issue
Steps to reproduce
Error messages (screenshots help)
Browser and version
Time when the issue occurred

Next Steps

Browse specific troubleshooting guides: