Troubleshooting Common Issues

Most SuperClear AI issues fall into a small number of patterns: authentication problems, photo upload failures, AI processing delays, PDF generation issues, or browser/device quirks. This article walks through every common problem with concrete fixes you can try yourself before contacting support.

Login Problems

"Email not found" when verifying

Solutions:

• Double-check the spelling of your email — typos in the domain are easy to miss
• Make sure you're using the email your administrator created your account with, not a personal one
• Ask your administrator to confirm your account exists in nSpec

Microsoft sign-in popup didn't open

Solutions:

• Your browser may be blocking pop-ups. Allow pop-ups for superclearai.nspec.app and try again.
• Disable any pop-up blocker extensions for this site
• Try a different browser (Chrome, Edge, or Safari)

Microsoft sign-in fails

Solutions:

• Sign in to outlook.office.com first to confirm your Microsoft account is working
• If your organization uses MFA, complete the second factor
• Clear cookies for both nSpec and Microsoft, then try again
• Confirm with your administrator that your nSpec account is configured as SSO

I forgot my password

Solutions:

• Enter your email and click Verify Email to reach the password screen
• Click Forgot Password? below the password field
• Check your email for the reset instructions
• Forgot Password only works for non-SSO accounts. SSO users reset through Microsoft.

Keeps signing me out

Solutions:

• SuperClear AI auto-refreshes your session every 60 seconds. If refresh fails, you're signed out.
• Sign out completely and sign back in to get a fresh token
• Clear cookies for superclearai.nspec.app
• If you're on a private/incognito window, your session won't persist between tabs

Photo Upload Issues

Upload is stuck

Solutions:

• Check your internet connection — large files on slow networks can take a long time
• If files are over 50 MB, expect a slower upload (you'll see a warning when you select them)
• Switch from cellular to Wi-Fi if you're on mobile
• Wait at least 60 seconds before assuming an upload has failed
• Refresh the page and try again with smaller batches

Upload failed

Solutions:

• Check the error message — SuperClear AI lists each failed file with the reason
• If the error mentions file size, the file is too large — resize before uploading
• If the error mentions format, the file isn't JPG/PNG/HEIC — convert it first
• Check your internet connection
• Verify you're still signed in (sometimes a session expires mid-upload)

Camera doesn't open when I tap "Take Photo"

Solutions:

• Your browser may not have camera permission. Check site settings and re-enable camera access
• iOS Safari: Settings → Safari → Camera → Allow
• Android Chrome: Tap the lock icon next to the URL → Permissions → Camera → Allow
• Desktop: Click the lock icon next to the URL and re-enable camera permission
• If you don't have a built-in camera, use Select Images instead

AI Processing Issues

Photos are stuck on "Analyzing..."

Solutions:

• Wait — large batches can take several minutes per photo
• Check the In Progress counter in the header — if it's not changing, the batch may have stalled
• Click Cancel AI in the toolbar to stop a stalled batch, then Regenerate AI to try again
• Refresh the page

AI didn't find any defects

Solutions:

• The photo may not have any detectable WRB defects — that's a valid result
• Lower the confidence threshold in Photo Settings to see lower-confidence detections
• Check the photo quality — see Photo Requirements for AI Detection
• Use the image editor to add your own annotation if needed

AI flagged too many things

Solutions:

• Raise the confidence threshold in Photo Settings to filter out lower-confidence detections
• Delete incorrect markups individually using the image editor
• Take better photos in the future — see Photo Best Practices

A photo's status circle is red

Solutions:

• Click the red circle to see the failure reason
• Try regenerating the AI on that single photo (hover and click AI Detect)
• If it keeps failing, replace the photo with a higher-quality version

PDF / Punch List Issues

"Failed to generate PDF" error

Solutions:

• Check your internet connection
• Try again — most failures are temporary
• If the inspection has many photos, try selecting fewer and generating in smaller batches
• Make sure all photos have finished AI processing before generating

PDF didn't download

Solutions:

• Check your browser's downloads folder — the file may have downloaded silently
• Make sure pop-ups and downloads aren't blocked for the site
• Try a different browser

PDF is missing photos

Solutions:

• Make sure all photos completed AI processing before generating
• If you used selection, double-check which photos were selected
• Try regenerating the report

PWA / Install Issues

The install prompt didn't appear

Solutions:

• The prompt only appears 3 seconds after page load — wait a moment
• If you previously dismissed it, it won't reappear for 7 days
• If you're running the installed PWA already, the prompt is suppressed
• Some browsers block the prompt — use Chrome/Edge on desktop, Safari on iOS

Install button doesn't do anything

Solutions:

• Your browser may not support PWA install. Try Chrome or Edge.
• On iOS, the prompt shows manual instructions instead of an install button (use Share → Add to Home Screen)

Offline Issues

"You are currently offline" banner won't go away

Solutions:

• Check your actual internet connection — try loading another website
• If your connection is fine but the banner stays, refresh the page
• The banner clears automatically when SuperClear AI detects a connection

Some features don't work when I'm offline

Solutions:

• That's expected. Sign-in, photo upload, AI processing, and PDF generation all require an internet connection.
• You can still view existing photos and inspection details that have been cached

Performance Issues

SuperClear AI is slow

Solutions:

• Refresh the page
• Close other browser tabs to free up memory
• Restart your browser fully
• Check your internet connection
• Try a different browser
• If your inspection has hundreds of photos, scroll slowly so the photo grid can load progressively

Photo grid is laggy

Solutions:

• Use filters to show fewer photos at a time
• Switch from grouped view to flat grid view (or vice versa) if one is slower
• Refresh the page

Reporting a Bug

If you've worked through this list and the problem persists, contact support with these details:

• The browser and version you're using
• The device and operating system
• The inspection name (and project name)
• The exact error message — a screenshot helps
• What you were doing right before the issue appeared
• Whether it's happening for everyone on your team or just you

You can also use the Feedback button in the bottom-right corner of the app to submit a support request directly. It captures your current screen automatically.

Send to [e-mail].

Related Articles

• SuperClear AI FAQ
• System Requirements and Setup
• Photo Requirements for AI Detection
• Understanding AI Detection Scores

---

Need more help? Contact our support team at [e-mail]