Troubleshooting
Signed out unexpectedly
When the platform is updated, sign-in sessions end — everyone signed in at the time is signed out, on every device. Your matters, documents, and conversations are untouched; sign in again and everything is where you left it. The platform can also take a minute or two to respond immediately after an update, so if the sign-in page is slow to appear, give it a moment and try again.
A session that has simply been idle too long ends the same way, with the message Your session has expired. Sign in again.
An upload failed, or a document card looks wrong
Each document card carries a status chip. Reading them:
- Processing
- The file was received and its text is being extracted. No action needed.
- Reading
- The text is in and searchable; Marshall is still reading the document in full in the background. You can already use it.
- Ready
- The document is fully available.
- Partial
- Only part of the document could be extracted — usually a very large file or one with unreadable pages. The extracted part is usable; the card's tooltip says more.
- Failed
- The file could not be processed. The card says why; the usual causes are a corrupt file, a password-protected PDF, or an unsupported format. Fix the file and upload it again, or use the Retry button where one is offered.
An upload that fails before a card ever appears is usually a size limit (uploads are capped per file, with a higher cap for PDFs) or a file that was moved, renamed or deleted between choosing it and uploading; choose the file again and retry.
The screen looks stale or half-loaded
After an update, a browser occasionally keeps stale pieces of the old version. A hard refresh fetches everything anew: Cmd+Shift+R on a Mac, Ctrl+Shift+R on Windows. If the app is installed on your home screen or desktop, fully close it and reopen it.
Who to contact
Your administrator is the first call for anything these pages do not resolve: accounts and passwords, two-step verification resets, credit allowances, and anything that looks like an outage. They can raise what they cannot fix with Marshall support. For an incident or anything security-related, write to security@marshall.com.hk; for everything else, hello@marshall.com.hk.