Overview
This article provides troubleshooting steps for common issues you might encounter while using Glossa. Issues are organized by category so you can quickly find the solution you need.
For issues not covered here, contact support via the in-app chat (bottom right corner) or email [email protected].
Login and Access Issues
Cannot Log In
Symptoms:
Login page won't accept credentials
"Incorrect email or password" error
Login button doesn't work
Solutions:
Verify email address
Check for typos
Email addresses are case-sensitive
Ensure no extra spaces
Check password
Passwords are case-sensitive
Check Caps Lock is off
Try copy-pasting password from password manager
Reset password
Click "Forgot Password" on login page
Check email for reset link
Create new password
Try logging in again
Try different browser
Use Chrome, Firefox, Safari, or Edge
Try incognito/private mode
Clear browser cache and cookies
Check internet connection
Verify you're online
Try accessing another website
Check for firewall or VPN issues
Still not working? Contact support with your email address and description of what happens when you try to log in.
Session Expired
Symptoms:
"Session expired" message
Suddenly logged out
Have to log in again
Solution: This is normal after inactivity. Simply log in again. Your work is saved automatically.
Prevention:
Stay active in Glossa
Refresh page periodically for long sessions
Cannot Access Specific Project
Symptoms:
Can see some projects but not others
Project missing from list
Possible causes:
Project was deleted
You were removed from the organization
Wrong organization logged in (if you're in multiple)
Solutions:
Check organization
Confirm you're in the right organization
If in multiple orgs, switch organizations
Refresh project list
Go to Projects tab
Refresh browser
Log out and back in
Verify not deleted
Ask team member if project still exists
Check with Owner
Still missing? Contact support with the project name and what you see.
File Upload and Processing Issues
File Won't Upload
Symptoms:
Upload never starts
Upload progress stuck at 0%
"Upload failed" message
Solutions:
Check file type
See Uploading Files article for supported types
Common types: PDF, Word, Excel, PPT, MP4, MP3, images
Convert unsupported files to supported format
Check file size
Maximum file size is 1TB
Very large files take longer to upload
Consider splitting extremely large files
Check internet connection
Verify stable internet
Try uploading on better connection
Avoid uploading on slow/unstable networks
Try different browser
Use Chrome, Firefox, or Safari
Try incognito/private mode
Clear browser cache
Try smaller file first
Test with small file (< 5MB)
If works, issue is with specific large file
If doesn't work, broader upload issue
Still failing? Contact support with file type, size, and error message.
File Stuck "Pending" or "Processing"
Symptoms:
File shows "Pending" for more than 5 minutes
File shows "Processing" for hours
No progress on file processing
Expected processing times:
Small documents: 2-6 minutes
Large documents: 5-15 minutes
Audio/video: 10-30+ minutes depending on length
Solutions:
Wait longer for large files
4-hour meeting recording: 20-30 minutes normal
Large PDFs (100+ pages): 10-15 minutes normal
Check "Files currently processing" counter at bottom
Refresh the page
Processing may be complete but page not updated
Refresh browser to see current status
Check if processing actually failed
Look for "Error" status
If error, see File Shows Error section below
Try re-uploading if stuck > 1 hour
Delete stuck file
Upload again
Contact support if happens repeatedly
Still stuck? Contact support with file name, type, size, and how long it's been processing.
File Shows "Error" Status
Symptoms:
File status shows "Error" in red
Error message displayed
Processing failed
Common error messages and solutions:
"File is corrupted or unreadable"
Try opening file on your computer
Re-export from source application
Try different file format
Upload different copy of file
"File is password-protected"
Remove password protection
Export unprotected version
Save as different file without encryption
"No extractable content found"
Verify file actually contains text or content
For images: ensure text is visible and legible
For audio: check recording has sound
Re-record or re-export with better quality
"File type not supported"
Convert to supported format (PDF, Word, MP4, MP3, etc.)
Check file extension matches actual file type
See Uploading Files article for supported types
"Processing timeout"
File too large or complex
Split into smaller files
Simplify file structure
Compress video/reduce resolution
See the File Processing article for detailed error troubleshooting.
Can't resolve? Contact support with the error message screenshot.
No Requirements Generated After Processing
Symptoms:
File processed successfully (shows "Ready")
But no requirements appear in Requirements tab
Or very few requirements generated
This is often normal when:
File contains no actionable requirements (templates, invoices)
Content too vague or high-level
Administrative content (scheduling, greetings)
File is purely informational
Solutions:
Check file content
Open the file in Glossa Files tab
Review what's actually in the file
Does it describe features, needs, or requirements?
Check Requirements Granularity setting
Project Settings → Requirements Granularity
Try different granularity level
Delete file and re-upload with new setting
Review what was generated
Check if ANY requirements created
They might be there but fewer than expected
Use search to find them
Upload more detailed source material
Requirements need clear feature descriptions
Vague content produces few/no requirements
Try more specific documentation
Expected behavior: Not all files generate requirements. This is normal and doesn't indicate an error.
Integration Issues
Cannot Connect Integration
Symptoms:
"Authorization failed" error
Can't complete OAuth flow
Integration won't connect
Solutions:
Verify account credentials
Use correct Google/Microsoft/Slack account
Ensure you have access to the service
Check password is correct
Check browser settings
Allow pop-ups from glossapro.ai
Don't block third-party cookies
Try different browser
Review permissions requested
Click through full OAuth flow
Accept all requested permissions
Don't skip permission screens
Try disconnecting and reconnecting
If partially connected, disconnect first
Wait 30 seconds
Try connecting again fresh
Check service status
Verify Gmail/Jira/Slack is working
Check their status pages
Try again later if service is down
Still failing? Contact support with which integration and what error you see.
Meeting Recordings Not Appearing
For Google Meet/Microsoft Teams:
Check these requirements:
Meeting was actually recorded
Client contact email in meeting invite
Client contact configured in project
At least one client contact has email address
Solutions:
Verify recording exists
Check Google Drive/Teams for recording
Meeting must be recorded to appear in Glossa
Check client contact
Project → Clients/Contacts
Verify client contact has email address
Email must match participant in meeting
Check processing time
Meetings appear a few hours after ending
Very long meetings (4+ hours) take longer
Check Files tab periodically
Check if went to queue
If client in multiple projects, goes to queue
Look for notification to assign manually
Assign to correct project
Still missing? Contact support with meeting date, client name, and project name.
Emails Not Syncing (Gmail/Outlook)
Symptoms:
Expected emails not appearing
No emails showing in selection
Sync seems incomplete
Solutions:
Verify client contact configured
Project → Clients/Contacts
Client must have email address
Email must match To/From/CC in emails
Check which mode selected
ALL mode: includes all emails with client contact
SELECT mode: only shows emails with client contact for selection
Verify you're in the right mode for your needs
Check email permissions
Verify Glossa has Gmail/Outlook access
Check in Google/Microsoft account settings
Re-authorize if needed
Still not working? Contact support with client email address and example of missing email.
Export Issues
Export Button Doesn't Work
Symptoms:
Click Export, nothing happens
No download starts
No error message
Solutions:
Check browser pop-up settings
Allow pop-ups from glossapro.ai
Check browser download settings
Look in Downloads folder (may have downloaded silently)
Try different browser
Use Chrome, Firefox, or Safari
Try incognito/private mode
Clear browser cache
Check for large export
500+ requirements may take 30-60 seconds
Wait a bit longer
Check Downloads folder while waiting
Refresh and try again
Refresh browser
Navigate back to Requirements
Try export again
Still not working? Contact support with project name and approximate number of requirements.
CSV File Won't Open or Is Corrupted
Symptoms:
CSV downloads but won't open
Garbled characters or formatting issues
Data appears incorrect
Solutions:
Try different program
Excel, Google Sheets, Numbers
Upload to Google Sheets via Import function
Try CSV viewer tool
Check file encoding
In Excel: Data → From Text → Choose UTF-8
In Google Sheets: Import with UTF-8 encoding
Handles special characters correctly
Re-download export
Delete corrupted file
Export again from Glossa
Try immediately opening in different program
Verify data in Glossa
Check Requirements tab shows data correctly
If data is wrong in Glossa, export will be wrong too
If data is right in Glossa, it's an export/opening issue
Still having trouble? Contact support and attach the problematic CSV file.
Library and Capability Review Issues
Capability Review isn't showing any requirements
Possible causes:
No requirements have been generated yet
Files are still processing
Solutions:
Check the Files tab to confirm file processing is complete
Check the Requirements tab to confirm requirements exist
Return to the Dashboard and click Capability Review
Most requirements show as Unmatched
This is normal if your Library is new or has few entries. Unmatched means no matching capability was found in the Library.
Solutions:
Import more historical SOWs into the Library to increase coverage
Use Add to Library during Capability Review to create entries from your current project's requirements
Use Keep as Project-Specific for requirements that are unique to this project and don't belong in the Library
A High Match auto-match is wrong
Solution: Click Unmatch on the expanded requirement row. The requirement will be moved to a different status where you can take the correct action.
I imported a SOW but no categories or capabilities appeared
Possible causes:
The SOW is still processing (check Status column in Imported SOWs tab)
The SOW didn't contain identifiable deliverables or scope sections
The file format wasn't readable
Solutions:
Check the Imported SOWs tab for the file's status
If status shows "Succeeded" but Categories and Capabilities columns show 0, the SOW content may not have been structured in a way Glossa could parse
Try re-importing, or contact support with the SOW file
Search and Performance Issues
Search Not Finding Results
Symptoms:
Search returns no results
Expected results don't appear
Search seems broken
Solutions:
Check spelling
Verify search terms are spelled correctly
Try different keywords
Try broader search terms
Check what's searchable
Requirements: title and description
Files: file names
May not search within all file content
Try partial terms
Instead of "authentication", try "auth"
Instead of full sentence, try key words
Search may not handle very long queries well
Clear filters
Remove any active filters
Filters + search may be too restrictive
Try search alone first
Not finding what you know exists? Contact support with what you're searching for and where it should be.
Glossa Loading Slowly
Symptoms:
Pages take long time to load
Clicking buttons feels sluggish
Overall app feels slow
Solutions:
Check internet connection
Run speed test
Other sites loading slowly too?
Try better WiFi or wired connection
Refresh browser
Hard refresh (Ctrl+Shift+R or Cmd+Shift+R)
Clear browser cache
Close and reopen browser
Check computer resources
Close other tabs and programs
Restart browser
Restart computer
Try different browser
Switch to Chrome, Firefox, or Safari
Update browser to latest version
Consistently slow? Contact support with your browser, OS, and which pages are slow.
Mobile and Browser Issues
Glossa Not Working on Mobile
Expected behavior:
Glossa is web-only (no native app)
Desktop browser experience recommended
Mobile web access possible but limited
Solutions:
Use desktop when possible
Best experience on desktop
Full features available
Better for complex work
If must use mobile
Use latest Safari (iOS) or Chrome (Android)
Request desktop site if needed
Some features may be harder to use
Expect slower performance
Browser Compatibility Issues
Symptoms:
Features not working
Display problems
Errors in browser console
Recommended browsers:
Chrome (latest version)
Firefox (latest version)
Safari (latest version)
Edge (latest version)
Solutions:
Update browser
Use latest version of browser
Old browsers may not work correctly
Enable automatic updates
Try recommended browser
Chrome generally works best
Try Chrome if issues in other browser
Check browser extensions
Disable ad blockers temporarily
Disable privacy extensions
Try incognito/private mode
Clear browser data
Clear cache and cookies
Close and reopen browser
Try accessing Glossa again
Account and Billing Issues
Can't Access Billing
Symptoms:
Billing tab not visible
Can't see payment information
"Access denied" to billing
Cause: Only Owners can access billing, Members cannot.
Solution:
If you need billing access, ask an Owner to upgrade your role to Owner
Or ask an Owner to handle billing for you
Need to Change Payment Method
Solution:
Click Billing tab (Owner only)
Access Stripe portal
Update payment method
Confirm changes
See Managing Billing article for details.
Can't access? Contact [email protected] from Owner account.
When All Else Fails
Still Having Issues?
If none of these solutions work:
Gather information:
What you were trying to do
What happened instead
Error messages (screenshot)
What you've already tried
Contact support:
Click chat icon (bottom right corner)
Or email [email protected]
Provide all information from step 1
Include screenshots
Be patient:
We'll investigate your issue
May need additional information
Will work to resolve as quickly as possible
Reporting Bugs
If you've found a bug:
Note exactly how to reproduce it
Take screenshots
Report via in-app chat or email
We'll investigate and fix
Thank you for helping us improve Glossa!