Common Issues & Solutions

Can't find what you're looking for? Here are solutions to the most common Solatis issues.

Account & Login Issues

Can't Log In

Problem: "Invalid email or password" error

Solutions:

1. Verify your email is correct

   • Check for typos
   • Look for extra spaces before/after
   • Try lowercase (emails are case-insensitive)

2. Reset your password

   • Click "Forgot password?" on login page
   • Check your email for reset link
   • Create new password and try again

3. Clear browser cache

   • Clear browsing data and try again
   • Sometimes cache interferes with login

4. Try a different browser

   • Try Chrome, Firefox, Safari, or Edge
   • If it works in another browser, clear cache in your usual browser

Still not working? Email support@solatis.team

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Document Upload Issues

Document Won't Upload

Problem: Upload fails or "File too large" error

Solutions:

1. Check file size

   • Maximum: 500 MB
   • If larger, split the document

2. Check file format

   • Supported: PDF, Word (.docx), PowerPoint (.pptx), Google Docs, Excel
   • Not supported: .pages, .key
   • Solution: Convert to PDF first

3. Check internet connection

   • Uploads need stable internet
   • Try wired connection instead of WiFi

4. Try again later

   • Server might be momentarily busy
   • Wait 5 minutes and try again

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Search Issues

Search Returns No Results

Problem: "No results found" for content you know exists

Solutions:

1. Check your workspace

   • Make sure you're in the right workspace

2. Try different keywords

   • Use semantic search (meaning, not keywords)
   • "How do I start?" → "Getting started tutorial"
   • "Problem" → "Issue or error"

3. Check document access

   • Document might be restricted to other users
   • Ask your admin to verify you have access

4. Wait for indexing

   • New documents take 1-2 minutes to be searchable

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Meeting Issues

Meeting Transcription Not Starting

Problem: Google Meet started but Solaris didn't join

Solutions:

1. Check Google Meet integration

   • Go to Settings → Integrations
   • Verify Google Meet shows "Connected"

2. Check calendar sync

   • Meeting must be on your Google Calendar
   • Solatis detects meetings from calendar

3. Restart the meeting

   • End and start a new meeting
   • Solatis should join automatically

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AI Agent Issues

Agent Not Running

Problem: Scheduled agent didn't run

Solutions:

1. Verify agent is enabled

   • Go to Agents and check status
   • Click to enable if needed

2. Check trigger conditions

   • Agent runs when trigger happens
   • Example: Meeting Analysis runs when meeting ends

3. Check permissions

   • Agent might need integrations connected
   • Go to Settings → Integrations

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Slack Integration Issues

Messages Not Posting

Problem: Solatis events not appearing in Slack

Solutions:

1. Verify Slack is connected

   • Go to Settings → Integrations
   • Find Slack and verify "Connected"

2. Check channel permissions

   • Verify channels are selected for posting

3. Test the connection

   • Click Send Test Message
   • Verify message appears in Slack

Still not working?

• Disconnect and reconnect Slack
• Re-authorize in Slack
• Test again

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Performance Issues

Solatis Is Slow

Problem: Pages take a long time to load

Solutions:

1. Check your internet

   • Should be > 5 Mbps
   • Try different network

2. Clear browser cache

   • Cache can cause slowness

3. Try a different browser

   • Chrome, Firefox, Safari, or Edge
   • Compare performance

4. Close other tabs

   • Other tabs use memory/bandwidth

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Storage Issues

Storage Full

Problem: "Storage quota exceeded" error

Solutions:

1. Check your plan

   • Go to Settings → Billing & Plans
   • Pro plan: 100 GB
   • Enterprise: 1 TB

2. Delete unused documents

   • Go to Documents and delete old files

3. Upgrade your plan

   • Go to Settings → Billing & Plans
   • Click Upgrade

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Getting Help

When to Contact Support

Email: support@solatis.team

Contact support if:

• None of these solutions work
• Error message appears repeatedly
• Feature isn't working at all
• Urgent issue affecting team

What to Include

When emailing support:

Subject: [Issue Title]

Description: [What's the problem?]

Steps to reproduce:
1. [First step]
2. [Second step]
3. [What happens?]

Error message: [Any error text]

Environment:
- Browser: Chrome 120 on Mac
- Workspace: Main Workspace
- Time: Tuesday 2:45 PM

Support Response Times

• Critical: < 1 hour
• High: < 4 hours
• Medium: < 1 day
• Low: < 2 days

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Still need help? Contact support