Could not retrieve the document's text from Nuix Discover.

This error occurs when Claira cannot pull the extracted text for a document from Nuix Discover.

Common causes:

• A network interruption between Claira and the Nuix Discover API
• The Nuix Discover API is temporarily unavailable or experiencing issues
• The document was deleted or is no longer accessible in the case

How to resolve:

1. Check that your Nuix Discover environment is online and responsive.
2. Verify that the document still exists in the case and has extracted text.
3. If extracted text is missing for this document type, switch the Scan as dropdown to Image, Audio, or Video to match the document's source file. Claira's "missing text" error often names the right mode automatically — see Media scans for the formats accepted by each mode.
4. Retry the scan. If the error was caused by a brief network issue, a second attempt usually succeeds.
5. If the error persists, confirm with your Nuix administrator that the API is functioning normally.

The AI model failed to process the document.

This error occurs when Claira successfully retrieves the document text but the AI model cannot complete its analysis. If the model specifically declined the request because of a safety or recitation filter, the result will be E-SAFETY instead — that is a separate, non-retryable case.

Common causes:

• The AI service is temporarily unavailable or under heavy load
• A malformed or unexpected request was sent to the model
• The model encountered an internal error during processing

How to resolve:

1. Wait a moment and retry the scan. Temporary service disruptions usually resolve themselves within minutes.
2. If you are running a bulk scan, check whether the error affects all documents or just a few. Isolated failures often indicate a document-specific issue (such as unusually long or malformed text).
3. Try switching to the other available model to see if the issue is model-specific.
4. If the error continues across multiple documents and retries, contact support.

The AI declined to answer this document because of a safety or recitation filter.

This error means the document content (or the combination of the prompt and the document) triggered the model's content-safety filter or its recitation-prevention guard, and the model returned no response. Unlike a transient E-AI failure, this block is deterministic — re-asking the same document with the same prompt will produce the same result — so Claira does not retry.

Common causes:

• The document contains material the model is policy-prohibited from generating output for (for example, certain categories of explicit, harmful, or sensitive content)
• A long passage in the document closely matches copyrighted training material; the model's recitation guard suppresses the response to avoid reproducing it verbatim
• A combination of the prompt phrasing and the document content trips a borderline safety classifier

How to resolve:

1. Open the affected document and review the content. If the block is correct (the document genuinely contains prohibited material), no automated scan is possible — handle the document manually or exclude it from the task.
2. If the block looks like a false positive, try rephrasing the prompt. For example, switch from "summarize this document" to "list the key facts mentioned in the document" — softer framing sometimes avoids the trip.
3. For recitation blocks on long quoted passages, ask the model to summarize rather than reproduce content. Summary prompts already do this by default, but worth verifying for translation or extraction prompts that might ask for verbatim output.
4. If E-SAFETY appears on documents you believe are clearly benign, contact support with the document ID so the team can review the prompt/document combination.

Could not write the result back to the Nuix Discover field.

This error occurs when Claira processes the document successfully but cannot save the result to the connected Nuix Discover field.

Common causes:

• The connected field ID is invalid or the field was deleted in Nuix Discover
• Your account does not have sufficient permissions to write to the target field
• The Nuix Discover API rejected the write request due to a server-side issue

How to resolve:

1. Open the Claira Settings area and verify that the connected field still exists and the field ID is correct.
2. Confirm that your Nuix Discover account has write permissions for the target field.
3. Ask your case administrator to check whether the field is locked or restricted.
4. Retry the scan after confirming the field connection is valid.

An unexpected error occurred.

This is a catch-all error for situations that do not fall into the categories above. It typically indicates an unhandled edge case in the system.

Common causes:

• An unexpected combination of conditions that the system did not anticipate
• A transient infrastructure issue

How to resolve:

1. Retry the scan. Many unexpected errors are transient and resolve on a second attempt.
2. If the error recurs, note the document ID, the time of the error, and any other details visible in the Claira panel.
3. Contact support with those details so the team can investigate.