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Having trouble? Find solutions to common issues below. If you don’t find what you need, reach out via Discord or email support@eduarc.ai.

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Upload Issues

Problem: File upload shows processing but never completes.Solutions:
  1. Wait a few minutes—large files (30+ pages) take longer
  2. Refresh the page and try uploading again
  3. Try a smaller file to test if uploads work
  4. Check your internet connection
If it persists: The file may be too large or corrupted. Try splitting into smaller PDFs.
Problem: Uploaded document shows garbled or missing text.Causes:
  • Scanned document with poor quality
  • Very small or unusual fonts
  • Text in images rather than actual text
Solutions:
  1. If possible, use a text-based PDF (from Word, LaTeX, etc.)
  2. For scans, ensure good lighting and contrast
  3. Tell the AI what the text should say: “The equation should be…”
Problem: Diagrams or figures missing from uploaded content.Causes:
  • Images linked rather than embedded in PDF
  • Very low resolution images
  • Complex vector graphics
Solutions:
  1. Re-export your document with images embedded
  2. Upload images separately
  3. Ask the AI to add similar diagrams: “Add a diagram showing…”
Problem: Can’t upload certain file types.Supported formats:
  • PDF (.pdf)
  • Word documents (.docx)
  • PowerPoint presentations (.pptx)
Not supported:
  • Excel (.xlsx)
  • Plain text (.txt)
  • Images alone (.jpg, .png) — embed them in a PDF or Word document

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AI Chat Issues

Problem: AI response doesn’t match what you asked for.Solutions:
  1. Be more specific: “Add 5 multiple choice questions” instead of “add some questions”
  2. Break complex requests into steps
  3. Provide context: “For GCSE students studying…”
  4. Rephrase your request using different words
Example:
  • Unclear: “Make it better”
  • Clear: “Add more examples and simplify the language for Year 9 students”
Problem: Chat shows an error instead of completing your request.Solutions:
  1. Wait a moment and try again—may be a temporary issue
  2. Refresh the page
  3. Try a simpler request first
  4. Check if you have credits remaining
If it persists: Note the error message and contact support.
Problem: AI takes more than a few minutes to respond.Expected times:
  • Simple changes: 5-15 seconds
  • New pages: 30-60 seconds
  • Large content: 1-3 minutes
If longer than 5 minutes:
  1. Check your internet connection
  2. Refresh the page
  3. Try again with a smaller request
Problem: AI seems to forget what you discussed earlier.Context limits: Very long conversations may exceed memory limits.Solutions:
  1. Reference specific sections: “In the introduction section…”
  2. Remind the AI of key decisions: “As we discussed, this is for Year 10 students”
  3. For very long sessions, start a new conversation with a summary

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Publishing Issues

Problem: You made changes but the live site looks the same.Solutions:
  1. Make sure you clicked “Publish” after making changes
  2. Clear your browser cache (Ctrl+Shift+R or Cmd+Shift+R)
  3. Open in an incognito/private window
  4. Wait 1-2 minutes for changes to propagate
Problem: Clicking download doesn’t start the file download.Solutions:
  1. Wait longer—large documents take time to generate
  2. Check if your browser is blocking popups from eduarc.ai
  3. Try a different browser
  4. Refresh the page and try again
File size: Very large PDFs (100+ pages) may timeout. Try splitting into sections.
Problem: Sharing a URL that returns an error.Causes:
  • Project was unpublished
  • URL was typed incorrectly
  • Project was deleted
Solutions:
  1. Check the URL is exactly correct
  2. Verify the project is still published in your dashboard
  3. Get a fresh link from the project page

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Display Issues

Problem: Equations show as code (like \frac) instead of formatted math.Solutions:
  1. Refresh the page
  2. Wait a moment—math rendering may be loading
  3. Try a different browser
In published content: Math should always render. If not, report to support.
Problem: Published website displays incorrectly on phones.Solutions:
  1. Refresh the page on mobile
  2. Try landscape orientation
  3. Clear mobile browser cache
Report issues: Mobile display problems may be bugs—let us know!
Problem: Images show as broken links or placeholders.Solutions:
  1. Check your internet connection
  2. Refresh the page
  3. Clear browser cache
  4. Try a different browser
If in preview: The image may still be processing. Wait and refresh.

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Account Issues

Problem: Login not working or showing errors.Solutions:
  1. Check your email address is spelled correctly
  2. Use “Forgot Password” to reset
  3. Clear browser cookies for eduarc.ai
  4. Try a different browser
Still stuck? Email support@eduarc.ai with your account email.
Problem: Credit count seems wrong.Check:
  • Credits refresh at the start of each month
  • Different actions use different amounts
  • Viewing/downloading doesn’t use credits
If discrepancy persists: Contact support with details of your activity.
Problem: Can’t find or access a project you created.Solutions:
  1. Check you’re logged into the correct account
  2. Scroll through all projects—it may be further down
  3. Use search if available
Deleted projects cannot be recovered. Contact support if you believe this is an error.

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Quick Fixes to Try First

Before detailed troubleshooting, try these common fixes:
1

Refresh the page

Press F5 or Cmd+R to reload
2

Clear cache

Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac) for a hard refresh
3

Try incognito mode

Open eduarc.ai in a private/incognito window
4

Try a different browser

Chrome often works best, but Firefox or Safari are good alternatives
5

Check internet connection

Make sure you’re online and connection is stable

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Still Need Help?

Join Discord

Get real-time help from the community

Email Support

Describe your issue and we’ll help
When contacting support, please include:
  • What you were trying to do
  • What happened instead
  • Any error messages
  • Your browser and device type
  • Screenshots if helpful