Troubleshooting

This page covers the most common issues Claira users encounter and how to resolve them. If your problem is not listed here, or if these steps do not help, contact support with a description of the issue and any error codes you see.

Claira pane is blank or not loading

Why this happens: The Claira pane needs to be included in your Nuix Discover workspace layout, and Claira must be activated for your case and user group.

How to fix it:

1. Check that your workspace layout includes the Claira pane. If you do not see it, ask your case administrator to add Claira to a workspace layout.
2. Confirm that Claira has been activated for your case. Activation is case-level -- if the case has not been activated, the pane will not load content.
3. Verify that your user group has access to Claira. Your administrator controls which groups can see the Claira pane.
4. Try refreshing the page. Occasionally, a page reload resolves loading issues.

Media scan (image / audio / video) hangs or never returns a result

Why this happens: In Image, Audio, or Video mode, Claira first downloads the source file from Nuix Discover, then sends that file for analysis. Text mode can still work when this download step is slow, blocked, or returns a generic Content-Type. See Media scans for the file formats accepted by each mode.

How to fix it:

1. Confirm two network steps in your browser DevTools. You should see the Nuix download request complete (HTTP 200) before the orchestrator .../api/v1/orchestrate/chat/completions request runs. If the download stays pending, the issue is Nuix/network/file size, not the AI step yet.
2. Wait for large files. Very large downloads can take several minutes; Claira stops waiting after a timeout and shows a clear download error.
3. 403/404 on download: See your Nuix administrator for document access, branded redactions, download size limits, and UIX session token requirements (downloads must use the UIX session token, not a personal API token).

Scan button is greyed out

Why this happens: Claira requires both a saved prompt and a connected field before it allows you to scan. If either is missing, the scan button remains disabled to prevent incomplete scans.

How to fix it:

1. Go to the Prompt area and make sure you have a prompt written and saved.
2. Go to the Settings area and confirm that a Nuix Discover field is connected.
3. If both are in place and the button is still greyed out, check that the document viewer has a document loaded (for single scans) or that you have selected documents in the browse list (for bulk scans).

Results look wrong or inconsistent

Why this happens: In most cases, inconsistent results point to a prompt that could be more specific. The AI follows instructions literally, and small ambiguities in your prompt can lead to variable output across different documents.

How to fix it:

1. Refine your prompt. Be more explicit about what you want. Define key terms, specify the exact output format, and list the allowed response values. See the Prompting Overview for detailed guidance.
2. Test on known documents. Run your prompt on documents where you already know the correct answer. This helps you isolate whether the issue is with the prompt or the document.
3. Compare scan settings and rerun. If results vary, rerun the same prompt on benchmark documents and compare outputs before and after each change.
4. Verify the document has extracted text. If the source document has no text, garbled text, or very little text, switch the Scan as dropdown to Image, Audio, or Video to match the document's source file.

Bulk scan stopped or failed

Why this happens: Bulk scans can stop for several reasons, including browser interruptions, token exhaustion, or errors during processing.

How to fix it:

1. Check whether the browser window was closed. Bulk scans require the browser window to stay open. If it was closed or the tab was navigated away, the task will have stopped.
2. Check your token balance. If you ran out of tokens mid-task, the scan will stop. Verify your balance in the Usage popover or the bulk scan confirmation area.
3. Look for error codes. If specific documents failed, Claira displays an error code for each one. Check the Error Codes page for resolution steps.
4. Resume if available. Some interrupted tasks can be resumed from the Bulk Scan Task History. Check the history panel for a resume option.

Cannot connect fields

Why this happens: Field connections require the field to exist in Nuix Discover and to be accessible from the Claira integration.

How to fix it:

1. Verify the field exists in Nuix Discover. Open your case in Nuix Discover and confirm that the field you want to connect is present and has the correct type.
2. Check the composite field ID. Claira uses a composite ID to identify fields. If the ID was entered manually, double-check it for typos.
3. Confirm Claira is enabled for your case. If Claira has not been activated by an administrator, field connections will not be available.
4. Check permissions. Your account needs write access to the target field. Ask your case administrator to verify your permissions.

Still stuck?

If none of the steps above resolve your issue:

1. Note the exact error message or behavior you are seeing.
2. Record the time, case name, and affected document IDs if applicable.
3. Check the Error Codes page for specific error code guidance.
4. Contact us with these details at support@claira.to.

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Need help? Contact us at support@claira.to.