Resolving common issues

File import fails

Possible causes:

• Unsupported Format: Only image, video, and audio files are accepted. PDFs, Word documents, etc., are not supported.
• File Too Large: Try with a smaller file or compress it before importing.
• Unstable Connection: Check your internet connection and try again.

I can't edit my files

Check:

• Is your account confirmed? A banner at the top of the screen will inform you.
• Do you have the necessary permissions? If the file was shared with you in read-only mode, you cannot edit it.

My files aren't displaying

Try:

• Check that you don't have active filters that may hide certain types of files
• Use the search to find a file by its name
• Ensure you are in the correct folder: use the Documents section in the sidebar to return to the root

Preview is not working

For images and videos:

• The file may still be processing after import: wait a few moments and try again
• Refresh the page

For articles:

• Articles open in Enodo Semantic in a new tab. Ensure your browser does not block pop-ups.

Drag & drop doesn't work

• Ensure you are dropping the file on the content area of the page or directly into a folder
• Some browsers may require permission for drag and drop

Can't find a deleted File

1. Go to the Trash (left sidebar)
2. Your file should be there with its deletion date
3. Select it and click on Restore

Files are permanently deleted after 30 days.

The share button is grayed out or missing

• Sharing only works on one file at a time: deselect the other files
• Ensure you have the sufficient rights to share this file

The application is slow

• Try to refresh the page
• Clear your browser cache
• Check your internet connection
• Try another browser

Problem not solved?

Contact your organization's support or go to the Help / FAQ section from the profile menu (top right).