Safety & troubleshooting
Know when to stop and ask for help.
Availability messages, access denials and interrupted processing should be treated as real limits, not bypassed with guessed data.
Protect confidential information
- Confirm the account, Matter and recipient before uploading or sharing material.
- Never send passwords, tokens, private documents, full judgments or client details through a public issue report or chat.
- Use your organization's approved support and retention process. This public guide does not describe or replace a binding privacy notice or legal terms.
- Sign out on shared devices. Report unexpected access or a missing document promptly through the secure support route your organization provides.
Common questions
Why can't I search a country or provider?
The adapter may lack a permitted machine-search API, or provider authorization may be missing. Australia and the currently investigated CanLII source in Canada have explicit search coverage gaps. An unavailable message is not a search with zero results. See coverage.
What if an uploaded file is rejected or stuck?
Do not retry by changing its extension or using another account. A scanner, file-type rule, permission check or storage service may have rejected it. Record the time and a non-confidential filename, and ask your administrator through the approved channel. Do not assume processing succeeded.
Can I cite a saved case reference as verified?
No. Open the original provider record and check it against the question. A human review documents a person's decision; it does not turn a link or AI-generated statement into an official judgment.
Why can't I see a Matter or attorney tool?
Access depends on your role, Matter membership and feature configuration. Ask the Matter owner or administrator to review access. An administrator should not grant access merely to make a test pass.
What should I report when a feature fails?
Give the page name, approximate time, the action you tried, and the visible error message through your organization's secure support channel. Do not paste confidential case facts, private documents, credentials or session cookies into a public report.