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General Conversation Issues

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Can’t See a Conversation

Problem: You know a conversation exists but can’t find it in your list Possible causes and solutions:
  1. Conversation is archived
    • Go to Conversations dashboard
    • Look for archived or show all filter option
    • Search for architect name to locate
    • Unarchive if needed by clicking options menu
  2. Filtered out of current view
    • Check active filters on left sidebar
    • Clear filters or adjust status filter
    • Look for Show All or Clear Filters button
    • Verify status matches where you think conversation should be
  3. Not yet added to your team
    • Manager or lead may not have added you to conversation yet
    • Check with team about being added
    • Ask manager to include you if relevant to your work
  4. Conversation belongs to different account
    • Filter by account if multiple accounts exist
    • Search across all accounts if possible
    • Ask team member which account it belongs to

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Conversation Won’t Load

Problem: Clicking on a conversation shows an error or blank screen Solutions:
  1. Refresh the page
    • Press F5 or Ctrl+R (or Cmd+R on Mac)
    • Wait for page to fully reload
    • Click on conversation again
  2. Clear browser cache
    • Chrome: Ctrl+Shift+Delete (or Cmd+Shift+Delete on Mac)
    • Safari: Develop > Empty Caches (enable Developer menu first)
    • Firefox: Ctrl+Shift+Delete (or Cmd+Shift+Delete on Mac)
    • Select “All time” and clear
    • Log out and log back in
  3. Try different browser
    • Open Acelab in Chrome, Firefox, Safari, or Edge
    • If it works in another browser, there’s a cache issue
    • Use the working browser going forward
  4. Contact support
    • If issue persists across browsers, contact Acelab administrator
    • Provide conversation name/architect name
    • Include any error messages shown

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Messages Not Appearing

Problem: You sent a message but it’s not showing in the thread Possible causes and solutions:
  1. Message still processing
    • Acelab typically processes messages instantly
    • Wait 30 seconds and refresh the page
    • Check if message appears after refresh
  2. Send button didn’t work
    • Verify message text was entered correctly
    • Look for error message below message box
    • Try sending again
  3. Character limit exceeded
    • Messages are limited to specific character count
    • Try shortening message
    • Split into multiple messages if needed
  4. Browser/connection issue
    • Check internet connection
    • Try from different network or device
    • Clear browser cache (see instructions above)
  5. Permissions issue
    • Verify you have “Send” permission for this conversation
    • Ask team lead or administrator
    • Check if conversation is locked

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Missing Attachments

Problem: Attachments aren’t showing in conversation For received attachments:
  1. Check file appeared
    • Scroll through full conversation
    • Attachment might be in earlier message
  2. File might be too large
    • Acelab has file size limits
    • Sender should try smaller file
    • Ask sender to compress if applicable
  3. File format not supported
    • Most formats are supported (PDF, Word, Excel, images)
    • Try asking sender to convert format
    • Contact administrator if issue persists
  4. Download issue
    • Click file name to download
    • Check your Downloads folder
    • Check browser download settings
For sent attachments:
  1. Verify file was selected
    • Look for file name displayed before sending
    • Add file again using attach button
  2. File too large
    • Check file size (should be under limit)
    • Compress file if possible
    • Split into multiple attachments
  3. Send failed
    • Look for error message
    • Try sending without attachment first
    • Try attaching again

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Email Reply Issues

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Email Isn’t Arriving

Problem: Architect sends message but you don’t receive notification email Possible causes and solutions:
  1. Email notifications are disabled
    • Go to your account Settings or Preferences
    • Find Conversations or Communications section
    • Check if email notifications are enabled
    • Turn ON if currently off
    • Wait for next message to test
  2. Email is in spam/junk folder
    • Check spam folder in your email client
    • Look for emails from notifications@acelab.com or similar
    • Mark as “Not Spam” to whitelist
    • Add Acelab email address to contacts
  3. Email filter blocking it
    • Check email client filters/rules
    • Look for rules that might redirect Acelab emails
    • Temporarily disable filters to test
    • Create filter to route to inbox if needed
  4. Wrong email address registered
    • Go to Account Settings > Profile
    • Verify email address is correct
    • If wrong, update and test with new message
    • May need administrator to update
  5. Email forwarding issue
    • If email is forwarded to another address
    • Check forwarding rules in your email
    • Notification emails may not forward properly
    • Disable forwarding or update rules

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Reply Doesn’t Appear in Acelab

Problem: You replied to email but message doesn’t show in conversation Solutions:
  1. Typed in wrong place
    • Emails have divider line: “Please type your reply above this line”
    • If reply is BELOW the line, it’s ignored
    • Reply correctly by typing ABOVE the line
  2. Used wrong email action
    • Use Reply not Reply All or Forward
    • Some email clients may default to Reply All
    • Ensure your reply goes back to the unique reply-to address
  3. Replied from wrong email account
    • Must reply from the email registered with your Acelab account
    • If you have multiple emails, use the one in Acelab settings
    • Set default reply email in email client if needed
  4. Message format issue
    • Very long messages (20,000+ characters) may fail
    • HTML-only emails may have issues
    • Try plain text format
    • Split into multiple emails if very long
  5. Processing delay
    • Acelab typically processes within 1-2 minutes
    • Wait 5 minutes and refresh Acelab
    • Email should appear after refresh
  6. Email signature issue
    • Large image signatures might cause issues
    • Try removing signature from reply
    • Reply again with text signature only

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Email Reply Rejected

Problem: You receive error or warning email from Acelab Common error messages and solutions: “Recipients not included”
  • You CC’d someone outside Acelab
  • Remove CC recipients and reply again
  • Add people to conversation in Acelab instead
“Message exceeds character limit”
  • Your reply was too long (over 20,000 characters)
  • Shorten the message and resend
  • Split important information into multiple emails
“Invalid email address”
  • The reply-to address may have issues
  • Log into Acelab and reply from dashboard instead
  • Contact administrator if persistent
“Reply address not recognized”
  • You may have forwarded instead of replied
  • Use Reply function, not Forward
  • Verify you’re replying to the conversation email

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Attachments in Email Replies Not Working

Problem: You attached file to email reply but it’s not in conversation Solutions:
  1. Verify attachment was included
    • Check email before sending
    • Look for attachment indicator/icon
    • Confirm file is actually attached
  2. File too large
    • Reduce file size
    • Compress if possible
    • Split into multiple emails
  3. Unsupported file type
    • Most common types supported
    • Try different format if unsure
    • PDF usually works for most documents
  4. Email signature image
    • Small signature images are automatically removed
    • This is normal and expected
    • If you need signature, use text-only

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Team and Permissions Issues

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Can’t Add Team Member to Conversation

Problem: Can’t find or add someone to conversation Possible causes:
  1. Person doesn’t exist in system
    • Verify team member has Acelab account
    • Check spelling of their name
    • They may not be activated yet
    • Contact administrator to add them
  2. You don’t have permission
    • Only conversation owner or lead can add members
    • Ask manager or conversation lead to add
    • Verify you have edit permissions for this conversation
  3. Person already in conversation
    • They might already be added
    • Refresh and check list again
    • Look for them in People/Team Members section
  4. Interface not showing option
    • Look for “Add Person” or ”+” button
    • Button may be in different location
    • Try clicking in Team Members section header

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Changed Permissions Aren’t Working

Problem: Updated someone’s permissions but they still can’t access Solutions:
  1. Changes didn’t save
    • Verify you clicked “Save” after changing
    • Refresh to confirm changes were applied
    • Have person log out and log back in
  2. Person needs to refresh
    • They may have Acelab open in another tab
    • Have them log out completely
    • Close all Acelab tabs
    • Log back in to see updated permissions
  3. Cached permissions
    • Clear browser cache (see instructions above)
    • Try from different browser
    • Wait 5-10 minutes for system to update
  4. Conversation archived
    • Some permissions don’t apply to archived conversations
    • Unarchive conversation if needed
    • Add person to unarchived version

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Status and Organization Issues

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Status Won’t Change

Problem: Status field is grayed out or won’t update Possible causes:
  1. No edit permissions
    • Verify you have permission to edit conversation
    • Only owner/lead may be able to change status
    • Ask conversation lead for permission
  2. Conversation is locked
    • Completed or archived conversations may be locked
    • Unarchive if needed
    • Status might auto-lock when conversation completes
  3. Browser/connection issue
    • Refresh the page
    • Try from different browser
    • Check internet connection

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Can’t Filter Conversations

Problem: Filter options aren’t working or are hidden Solutions:
  1. Filters not visible
    • Look for filter icon (funnel shape)
    • May be on left sidebar or top bar
    • Click to expand filter panel
  2. Filter not applying
    • Verify you selected filter values
    • Click “Apply” button if present
    • Wait for page to update
  3. Filter results are empty
    • Filter might be too restrictive
    • Try removing some filter criteria
    • Start with one filter and add others

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Performance Issues

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Dashboard Loading Slowly

Problem: Conversations page takes long to load or is sluggish Solutions:
  1. Clear browser cache
    • See instructions above for your browser
    • This usually helps significantly
  2. Reduce filters
    • Having many filters active can slow page
    • Clear filters and reload
    • Then apply filters selectively
  3. Use different browser
    • Try Chrome, Firefox, Safari, or Edge
    • Different browsers have different performance
  4. Check internet connection
    • Slow connection causes slow loading
    • Try from different network
    • Restart internet connection

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Messages Loading Slowly

Problem: Clicking conversation takes long to show messages Solutions:
  1. Very old conversations
    • Large conversations with years of history load slower
    • This is normal
    • Try archiving old messages if option available
  2. Internet speed
    • Check your connection speed
    • Try from faster network if available
    • Restart router if needed
  3. Browser cache
    • Clear cache as described above
    • Try different browser

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When to Contact Support

Reach out to your Acelab administrator or support if:
  • Issue persists after trying solutions above
  • You’re seeing error codes or technical messages
  • Multiple people experiencing same issue
  • Can’t access conversations at all
  • Security or account concerns
  • Need to reset email or permissions
When contacting support, provide:
  • Architect/conversation name
  • Error messages (if any)
  • Browser and operating system
  • Steps you’ve already tried
  • Screenshots if applicable

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FAQ

Q: How long do conversations stay in my list?
A: Conversations remain until archived. You can archive old or completed conversations to keep your list clean. Q: Can I edit messages I’ve already sent?
A: No, messages cannot be edited once sent. You can send a follow-up clarification or correction. Q: What happens if an architect blocks me?
A: You’ll no longer see conversations from that architect or receive messages from them. Contact your administrator if this happens. Q: Can I export conversations?
A: Export options may be available depending on your account. Contact administrator for details. Q: Is there a delay between sending and receiving?
A: Normally instantaneous. If delays occur, check your internet connection and refresh. Q: What’s the character limit for messages?
A: Typically 20,000 characters for both in-dashboard and email replies. Q: Can architects see my email address?
A: They see messages you send but not your personal email address. Always reply through Acelab.

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Next Steps