> ## Documentation Index > Fetch the complete documentation index at: https://docs.ferrufino-tech-solutions.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting > Common FTS issues: login, uploads, search, performance, permissions. Self-service solutions and support contacts. Having trouble with FTS? Find solutions for the most common issues below. **Possible causes:** 1. **Incorrect email or password** * Double-check your email spelling and capitalization * Use password reset if you've forgotten: click "Forgot password?" on the login page 2. **Account not activated** * Check your email for the activation link (check spam folder) * Click the link to confirm your email * If link expired, request a new one on the login page 3. **2FA not configured correctly** * Ensure your authenticator app's time is synchronized with your device * Try entering the 6-digit code a few seconds before it expires * Use a backup code if you've lost access to your authenticator 4. **Browser issues** * Clear cookies and cache: Settings → Privacy → Clear browsing data * Try a different browser (Firefox, Chrome, Safari) * Disable browser extensions that might interfere with login **Still stuck?** Contact [support@ferrufino-tech-solutions.com](/en/contact) with your email address and error message. **If the file is rejected outright:** * FTS accepts images (JPG, PNG, GIF, WebP) up to 5 MB and PDF up to 20 MB. Office, text, log, video and archive files are not accepted at all * Break large PDFs into smaller ones, or export a chart or table as an image * Try uploading over a faster internet connection (ethernet, less congested WiFi) * Use a wired connection instead of mobile data if possible **For repeated failures on small files:** 1. Check the file format again — only JPG, PNG, GIF, WebP and PDF are accepted; a CSV or a log file is refused whatever its size 2. Ensure filename doesn't contain special characters (use hyphens or underscores) 3. Free up browser memory: close other tabs and refresh 4. Try incognito mode to avoid cache issues **For bulk uploads:** * **There is no bulk upload and no CSV import.** [Import legacy data](/en/guides/import-legacy-data) describes a planned import, not a current one, and says so at the top of that page * Add files one at a time on the case, or write to [support@ferrufino-tech-solutions.com](/en/contact) for a one-off migration **Still having issues?** Email [support@ferrufino-tech-solutions.com](/en/contact) with your file name and size. **Check your search syntax:** * Several words are combined with **and** — every one of them has to appear * **"In quotation marks"** searches for that exact phrase * **or** between two words finds either of them; a **-** in front of a word excludes it * Search is case-insensitive (typing "CONNECTOR" = "connector") * **Whole words only.** This line used to say partial words work and that searching "connect" finds "connector" — it does not. The index stores whole words and does not reduce them to a stem, so "connector" and "connectors" are two different search terms (corrected 05.08.2026) **Verify tags are applied:** * **The search box does not read tags.** It reads a case's title, observation, root cause and resolution. To narrow by tag, click it under **Popular tags:** above the case list * Go to **Cases** and click on a case to see its tags * If tags are missing, add them manually — saving the case re-indexes it. We do not promise a fixed delay; the index is written in the background right after the save **Check organisation membership:** * You search the workspaces of the **organisations** you are a member of. There is no membership on a workspace itself, so nobody can add you to one * If a workspace is missing, it belongs to an organisation you are not a member of — ask an Admin to invite you to that **organisation** **If a case still does not come up:** * There is no index to rebuild and nothing to trigger by hand. The full-text search vector is set **in the same write** as the case itself — a database trigger on insert and update — so a new case is findable by its words immediately and there is no indexing delay to wait out. The semantic index is written afterwards, in the background, with no promised deadline * If the semantic index is missing for one case, the case is still found by its words — try a phrase that appears literally in the title or the observation * Semantic search is a paid-plan feature; on Starter, only full-text search runs **Browser-level troubleshooting:** 1. Clear cache and cookies: Settings → Privacy → Clear browsing data 2. Update your browser to the latest version 3. Try a different browser (Chrome, Firefox, Safari, Edge) 4. Disable browser extensions (adblockers, VPNs can slow pages) **Network issues:** * Test your internet speed: speedtest.net * **FTS states no minimum bandwidth.** This line used to name a threshold, and the German page named a different one at the same time; both were invented (corrected on 05.08.2026). What is limited is **file size**, not connection speed — see [Evidence](/en/features/evidence) * Try a wired ethernet connection instead of WiFi * Move closer to your WiFi router **Workspace size:** * **We do not publish a size threshold.** This line used to name one. It was invented, nothing in the product measures it, and no page states it (corrected 05.08.2026) * Use filters and search to narrow results instead of loading "All Cases" **Browser dev tools:** * Press F12 → **Network** tab * Reload the page and look for red (failed) requests * Screenshot and send to [support@ferrufino-tech-solutions.com](/en/contact) If only specific pages are slow (e.g., just case reviews), it may be a known issue. Check our status page: status.ferrufino-tech-solutions.com **Check your role:** 1. Go to **Settings** → **Members** 2. Find your name and check your role. There are exactly three: * **Operator**: can create and edit cases, but cannot verify them * **Reviewer**: can additionally verify cases in the review queue * **Admin**: can additionally manage members, taxonomy and billing If you need more, ask an Admin of your organisation to change your role. **Check case ownership:** * An Operator can edit the cases they created * An Admin can edit any case in the organisation If you created the case but can't edit, your role may have been downgraded. Contact your Admin. **Case status and editing:** * **No status blocks editing, and there is no *resolved* status.** A case is **Draft**, **In Review**, **Verified**, **Published** or **Deprecated** * Editing a case that is in review, verified or published is allowed — but saving sends it back to **Draft** and clears its verification, because the text a reviewer signed off is no longer the text on file. It has to be reviewed again afterwards. Deleting a piece of evidence does the same thing * This section used to say editing "may be restricted in some workflows" and told you to ask an Admin to re-open the case. Neither the restriction nor the re-opening exists (corrected 05.08.2026) **Check your spam/junk folder:** * Invitation emails sometimes land in Spam * Mark the email as "Not Spam" so future emails arrive in Inbox **Resend the invitation — this part is for the Admin, not for you.** Until you have accepted an invitation you are not a member yet, so you cannot open **Settings** at all. Forward the steps below to an Admin of the organisation; the pending list is shown to Admins only. 1. Go to **Settings** and click the organisation to expand it 2. Open **Invite Members** → **Pending Invitations** 3. Click **Cancel** on the old invitation 4. Send a new invitation to the same address — there is no *Resend* 5. If the entry says *Undeliverable*, the address is almost certainly mistyped; correct it before re-sending **Email blocked:** * **Our mail is sent from the `send.` subdomain, not from the bare domain.** This line used to name `@ferrufino-tech-solutions.com` on its own. An allowlist entry for the bare domain does not necessarily cover mail whose sender is `noreply@send.ferrufino-tech-solutions.com`, so the advice could be followed to the letter and change nothing (corrected 06.08.2026) * Ask your IT team to allowlist **both** `send.ferrufino-tech-solutions.com` **and** `ferrufino-tech-solutions.com` — the first is where invitations come from, the second carries the links inside them * Try re-inviting with a different email address **Still no email?** Contact [support@ferrufino-tech-solutions.com](/en/contact) and provide your workspace ID. **There is no public API yet.** This section previously described API tokens, a `api.ferrufino-tech-solutions.com/v1` endpoint, outbound webhooks and per-plan request limits. None of it exists — there is no token screen, no public endpoint and no outbound webhook delivery in the product. It was written ahead of the feature and never marked as such (corrected 30.07.2026). If you need programmatic access: * **Export** is available today: JSON export of an organisation's data under **Settings → Data Export → Export JSON** (admin-only), and CSV export of a case list from the case overview. * **An API is on the roadmap.** If it is a requirement for your rollout, tell us at [hello@ferrufino-tech-solutions.com](mailto:hello@ferrufino-tech-solutions.com) and we will tell you where it stands rather than guess. ## Still need help? If your issue isn't covered above, contact us: * **Email**: [support@ferrufino-tech-solutions.com](/en/contact) * **Response time**: 1 business day (Enterprise: 4 hours) * **In-app copilot**: the **FTS-Clanker** speech bubble in the bottom-right corner — signed in, and **Team plan or above** only. It is an AI assistant, so a human is not reachable through it; see [Contact](/en/contact). This line used to describe a **?** icon and list it as a way of contacting us; there is no such icon (corrected 05.08.2026) Please include: * Your workspace name * Step-by-step description of what went wrong * Screenshot or error message * Browser and OS version (find at whatsmybrowser.com) We're here to help!