General Troubleshooting

General Troubleshooting

Before trying our general tips, check if the error you're experiencing is specific to one of the following areas:

• File Uploads: Uploading Files to Harvey
• Word Add-in: Harvey for Word: Troubleshooting Issues
• SharePoint/OneDrive: SharePoint/OneDrive Integration Troubleshooting
• SSO: Troubleshooting SSO Connection Issues
• Network, Firewall, or VPN: Configure Network and Security Appliances for Harvey

If an error is unclear or the issue persists, we recommend following these general troubleshooting steps:

1. Clear your browser cache and cookies. Cached data can interfere with Vault operations, causing upload or query issues.

   1. Search for instructions to clear cache and cookies in your browser. For example, “how to clear cache and cookies in [your browser].”
2. Refresh your browser to ensure the most updated page is loaded.

   1. Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac).
3. Disconnect from any active VPNs. Some VPN configurations may block access to Vault’s features or Harvey’s data processing servers.

   1. If disabling the VPN resolved the issue, reach out to your IT team to ensure Harvey is whitelisted and prevent reoccurrence.
4. Ensure all pop-ups and cookies are enabled and no browser extensions are interfering with Harvey.

   1. Search for instructions on enabling pop-ups and cookies in your browser. For example, “how to enable pop ups and cookies in [browser name].”
5. Try accessing using a different browser. Recommended browsers:

   1. Google Chrome (latest version)
   2. Mozilla Firefox (latest version)
6. Check your connection. If you're seeing slow load times, timeouts, or connection errors, run our connectivity test before contacting Support:

   1. Go to ping.harvey.ai (EU workspaces: eu.ping.harvey.ai; AU workspaces: au.ping.harvey.ai).
   2. Select Initiate Test to confirm your network can reach Harvey's API, app, and login (Auth0) services.
   3. Select Run Speed Test to check latency, download, and upload speed.
   4. If anything fails, share a screenshot with Support. This quickly tells us whether a firewall, VPN, or proxy (e.g., Zscaler) is blocking or slowing your connection.

Need Further Assistance?

If the above steps do not resolve your issue, please submit a Support Ticket with the following details to help us speed up resolution for you:

1. A clear description of the issue, including the exact error message.
2. Screenshots of the upload status logs or screen recordings of the error.
3. The affected document(s) attached.
4. Your browser version and operating system.
5. Whether you attempted uploading to Assistant, and what happened.