> ## Documentation Index
> Fetch the complete documentation index at: https://docs.acelabusa.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Conversations and Email Replies

> Solutions to common issues with conversations and email reply feature

## General Conversation Issues

### 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

### 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

### 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

### 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

***

## Email Reply Issues

### 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](mailto: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

### 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

### 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

### 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

***

## Team and Permissions Issues

### 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

### 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

***

## Status and Organization Issues

### 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

### 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

***

## Performance Issues

### 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

### 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

***

## 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

***

## FAQ

**Q: How long do conversations stay in my list?**<br />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?**<br />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?**<br />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?**<br />A: Export options may be available depending on your account. Contact administrator for details.

**Q: Is there a delay between sending and receiving?**<br />A: Normally instantaneous. If delays occur, check your internet connection and refresh.

**Q: What's the character limit for messages?**<br />A: Typically 20,000 characters for both in-dashboard and email replies.

**Q: Can architects see my email address?**<br />A: They see messages you send but not your personal email address. Always reply through Acelab.

***

## Next Steps

* [Conversations Overview](/partner-help-center/connections/conversations-overview) — Return to main conversations guide
* [Reply by Email](/partner-help-center/connections/reply-by-email) — Email reply feature guide
* [Managing Conversation Status](/partner-help-center/connections/managing-conversation-status) — Understand conversation workflows
* [Best Practices for Architect Communications](/partner-help-center/connections/best-practices) — Effective engagement strategies