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Upload Issues

Possible causes and solutions:
  1. Internet connection: Check that you have a stable internet connection.
  2. File size: Large files take longer to upload. Try uploading smaller files first.
  3. Storage limit reached: Check your storage usage in Settings > Plan & Billing.
    • Free plan: 5 GB
    • Premium plan: 100 GB
  4. Unsupported file type: Verify the file type is supported.
    • Free: PDF, DOCX, DOC, TXT, RTF, XLSX, XLS, CSV, PPTX, PPT
    • Premium: All of the above plus images, audio, and video
  5. Browser issue: Try refreshing the page or using a different browser.
Possible causes and solutions:
  1. Large or complex file: PDFs with many images or large documents take longer to process. Wait a few minutes.
  2. Refresh the page: Sometimes the UI doesn’t update. Refresh to see current status.
  3. Re-upload: If stuck for more than 10 minutes, try uploading the file again.
  4. File corruption: The file might be corrupted. Try opening it locally to verify it works.
Possible causes and solutions:
  1. Scanned PDF without OCR: If the PDF is a scanned image, the AI might not extract text. Premium includes OCR for better results.
  2. Encrypted/password-protected file: Remove password protection before uploading.
  3. Processing incomplete: Wait for the file to finish processing before accessing.

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AI Issues

Possible causes and solutions:
  1. Daily limit reached: Free plan has 5 AI queries per day. Check your usage in Settings > Plan & Billing.
  2. Server busy: During peak times, responses may be slower. Wait a moment and try again.
  3. Internet connection: Ensure you have a stable connection.
  4. Browser refresh: Refresh the page and try again.
  5. Sign out and back in: This can resolve session-related issues.
Possible causes and solutions:
  1. Be more specific: Rephrase your question with more context and keywords.
  2. File not processed: The file may still be processing. Wait until processing completes.
  3. Wrong mode: Make sure you’re in Chat Mode for questions and Agent Mode for actions.
  4. Specify files or folders: Mention which files you’re asking about: “In the Q4 report, what was…”
Possible causes and solutions:
  1. Check you’re in Agent Mode: Agent Mode must be selected for actions to execute.
  2. Ambiguous command: Be more specific. Instead of “organize these,” try “create folders by file type and move files accordingly.”
  3. Permission issue: Some operations may require confirmation. Check the notification panel.
  4. File locked or in use: If a file is open elsewhere, some operations may fail.

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Organization Issues

Possible causes and solutions:
  1. Not uploading to root: Automatic organization triggers when files are uploaded to the workspace root. Uploading directly to a subfolder skips auto-organization.
  2. Monthly limit reached: Free plan has 5 auto-organized files per month. Check your usage.
  3. Use Command+K: For existing files, press Command+K (Ctrl+K on Windows) to manually trigger organization.
  4. Files still processing: Wait until file processing completes before organization can occur.
Possible causes and solutions:
  1. Ambiguous content: Files with generic content may be placed in unexpected folders.
  2. Move manually: Drag files to the correct location. The AI learns from your adjustments.
  3. Re-organize: Use Command+K to re-run organization with additional context.
  4. Provide hints: Rename files with descriptive names to help the AI understand their purpose.
Possible causes and solutions:
  1. Make sure you’re in the correct folder: Navigate to the folder you want to organize.
  2. Empty folder: Command+K won’t do anything in an empty folder.
  3. Browser keyboard shortcut conflict: Some browsers use Command+K. Try right-clicking and selecting “Organize with AI” instead.
  4. Already organized: If files are already well-organized, the AI may make no changes.

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Integration Issues

Possible causes and solutions:
  1. Pop-up blocked: Enable pop-ups for The Drive AI in your browser settings.
  2. Wrong Google account: Make sure you’re signing into the correct Google account.
  3. Permission denied: You must grant The Drive AI permission to access your Drive files.
  4. Try again: Disconnect and reconnect the integration in Settings > Integrations.
Possible causes and solutions:
  1. Premium required: Email integration is only available on the Premium plan.
  2. Integration paused: Check if import is paused in Settings > Integrations > Email.
  3. Folder not monitored: Verify that the email folder is included in your monitoring settings.
  4. File type filtered: Check your file type filters to ensure the attachment type is included.
  5. Storage full: Attachments won’t import if you’ve reached your storage limit.
Possible causes and solutions:
  1. Verify the server URL: Use https://thedriveai.fastmcp.app/mcp
  2. Re-authorize: Disconnect and reconnect the integration.
  3. Check client compatibility: Ensure your MCP client supports the Drive AI server.
  4. Sign into Drive AI: You must be signed into your Drive AI account for MCP to work.

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Account Issues

Possible causes and solutions:
  1. Pop-up blocked: Google Sign-in uses a pop-up. Allow pop-ups for The Drive AI.
  2. Clear cookies: Clear your browser cookies and try again.
  3. Try incognito mode: Test in an incognito/private window.
  4. Different browser: Try a different browser to rule out browser-specific issues.
  5. Google account issue: Ensure your Google account is working by signing into Gmail.
Possible causes and solutions:
  1. Processing delay: Storage updates may take a few minutes after deletions.
  2. Trash not emptied: Deleted files count toward storage until you empty the Trash.
  3. Refresh the page: The storage display may need a refresh to update.
Possible causes and solutions:
  1. Payment failed: Check your payment method and try again.
  2. Refresh the page: After payment, refresh to see updated plan status.
  3. Sign out and back in: This forces a refresh of your account status.
  4. Contact support: If Premium doesn’t activate within 5 minutes of payment, reach out to support.

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Performance Issues

Possible causes and solutions:
  1. Large folder: Folders with many files take longer to load. Consider organizing into subfolders.
  2. Browser performance: Close unnecessary tabs. Try refreshing the page.
  3. Internet speed: A slow connection affects load times. Test your connection speed.
  4. Clear browser cache: Cached data can sometimes cause slowdowns.
Possible causes and solutions:
  1. Recent uploads: Newly uploaded files may take time to be indexed for search.
  2. Use Chat Mode: For content search, use Chat Mode: “Find files about [topic]”
  3. Check spelling: Verify you’re searching for the correct terms.
  4. File type limitation: On Free plan, only text files are searchable.

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Getting More Help

If you can’t resolve your issue with the troubleshooting steps above:

FAQ

Check our frequently asked questions for more answers.

Contact Support

Email our support team for personalized help.