Troubleshooting

Solutions to common issues in Infera.

I forgot my password

Go to the login page
Click Forgot Password
Enter your email address
Check your email for a reset link
Click the link and create a new password

I'm not receiving the password reset email

Check your spam/junk folder
Make sure you're using the correct email address
Add support@infera.com to your contacts
Try again after a few minutes
Contact support if the issue persists

My account is locked

Accounts are temporarily locked after multiple failed login attempts. Wait 15 minutes and try again, or use the password reset option.

Two-factor authentication isn't working

Make sure your authenticator app's time is synced
Try the next code (they change every 30 seconds)
Use a backup code if you have one saved
Contact support to reset 2FA if needed

Upload Issues

My upload is failing

Check your internet connection
Ensure the file is under 100 MB
Verify the file type is supported
Try a different browser
Clear your browser cache and try again

Upload is very slow

Large files take longer to upload
Check your internet speed
Try uploading during off-peak hours
Consider compressing the file

File appears corrupted after upload

Re-upload the original file
Check if the original file opens correctly on your computer
Try a different file format (e.g., save Word as PDF)

Viewing Issues

Document won't preview

Some file types can't be previewed - download to view locally
Try refreshing the page
Clear your browser cache
Try a different browser

Preview is blurry or low quality

Zoom in for better detail
Download the original file for full quality
Check if the original document is low resolution

Pages are missing from preview

Try downloading the full document
Re-upload the document
Check if the original file has all pages

Recipient says link doesn't work

Check if the share has expired
Verify you sent the correct link
Make sure you haven't revoked access
Try creating a new share link

Recipient can't download

Check the share permissions (may be view-only)
Update permissions to allow download
Create a new share with download enabled

Not receiving view notifications

Check your notification settings
Verify notifications are enabled for that share
Check your spam folder for notification emails

Search Issues

Can't find a document I know exists

Check spelling in your search
Try different keywords
Remove filters and search everywhere
Check if the document is in trash
Recently uploaded documents may take a moment to index

Search results seem wrong

Use quotes for exact phrases
Try more specific keywords
Use filters to narrow results

Performance Issues

Infera is running slowly

Check your internet connection
Try a different browser
Clear your browser cache
Disable browser extensions temporarily
Check if the issue is with a specific document

Pages won't load

Refresh the page
Check your internet connection
Try logging out and back in
Clear browser cache and cookies
Try a different browser

Mobile Issues

Site doesn't work on my phone

Use a modern browser (Chrome, Safari)
Make sure your browser is updated
Try rotating to landscape mode for some features
Clear mobile browser cache

Can't upload from phone

Make sure you've granted file access permissions
Try using the camera option to capture documents
Use a desktop computer for large uploads

Account Issues

I can't access firm settings

Only admins can access firm settings
Ask your firm admin to update your role
Check if you're logged into the correct account

My role was changed unexpectedly

Contact your firm admin
Check if there was a recent team restructure
Review the activity log if you're an admin

Billing Issues

Payment failed

Check that your card details are correct
Ensure your card hasn't expired
Verify you have sufficient funds
Try a different payment method
Contact your bank if the issue persists

I was charged incorrectly

Review your billing history in Firm Settings
Check for overage charges
Contact support with your billing question

Still Need Help?

If you can't resolve your issue:

Email: support@infera.com
Chat: Use the chat widget in the app
Include: Your email, a description of the issue, and any error messages

Our support team typically responds within 24 hours on business days.