Help / Troubleshooting

Troubleshooting

I sent a document and nothing came back

Check these in order:

1. Check your spam folder for the forwarded email.
2. Confirm you sent to the right address - your indecs username, not your login email.
3. Log in and check the job's status in the "Recent jobs" table on your dashboard. If it's not there at all, the email likely never reached indecs - check the sending address for typos.
4. If the sender has tripped a cooldown, their mail is silently dropped with no bounce - check whether that sender has had recent rejections.
5. Check you have pages remaining - see running out.

It says "rejected"

A rejected document failed content moderation. The exact code depends on your moderation level - stricter levels use more codes because they catch more categories:

Strict (default)

Standard

Permissive

Every level always rejects illegal content - it can't be turned off. If you're getting rejections you don't expect, the fastest fix is usually to relax your moderation level in Settings, from Strict toward Permissive.

Diagnostic code

The summary is empty or says "No summary available"

This means the summary model call itself failed after moderation passed - a transient API error or a document the model couldn't parse. The document is still forwarded, with the original filename standing in as the title and no summary text. This is different from a rejection: the content passed moderation, indecs just couldn't produce a summary for it.

Use the retry button on the job in your dashboard - most of these are transient and succeed on a second attempt. If it fails repeatedly on the same file, that's worth reporting.

The attachment is missing

The summary email arrived but the original file didn't. This happens when the file is too large to attach to an outbound email - the summary still arrives, but the file itself does not. If the source was Notion or Dropbox, the original is still sitting in the source database or folder - it was never deleted, only the copy that would have been emailed back couldn't be sent.

Someone's emails stopped arriving

Senders who trip repeated rejections are automatically paused - this protects your address from someone repeatedly sending content that gets rejected, without you having to notice and block them manually. Three strikes in 24 hours escalates through three levels:

While a sender is on cooldown, their mail to your indecs address is silently dropped - no bounce is sent to them, and you are not notified unless the cooldown reaches CL3, in which case you get a notice. If a sender you trust has been paused (for example, a scanner or a shared inbox that occasionally sends something borderline), add an explicit allow rule for their address in Settings - allow rules override cooldowns and blocks.

Blocked before it reaches cooldown

It processed the same file twice

Files arriving from Notion or Dropbox are checked against a per-file reference before being queued, so the ordinary case - a webhook and the 5-minute sync both noticing the same new file - is deduplicated automatically. This does not catch a file that was moved, renamed or genuinely re-uploaded, since those look like new files. See the integrations guide for the input/output details of each service.

Status glossary