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If you are experiencing a problem with Saccharo AI, check the solutions below. If your issue is not listed here, contact support at support@saccharo.ai.
Check your Microsoft account. Saccharo AI uses Microsoft single sign-on. Make sure you are using the Microsoft account associated with your organization, not a personal account.Clear browser cookies. Stale authentication cookies can cause sign-in failures. Clear your browser’s cookies for saccharo.ai and try again.Check organization access. If your organization uses invite-based access, confirm you have accepted the invitation. Contact your administrator if you have not received one.Try a different browser. If the issue persists, try signing in with a different browser or in an incognito/private window.
RFP analysis typically completes within one to three minutes. If an analysis has been processing for more than 15 minutes:Check your internet connection. A stable connection is required for document processing.Wait a few more minutes. Large documents with many pages may take longer to process.Try re-submitting. If the analysis does not complete after 30 minutes, delete the RFP from your library and add it again.Contact support. If the problem persists across multiple RFPs, there may be a system issue. Email support@saccharo.ai with the RFP name and the approximate time you started the analysis.
Reconnect your Microsoft account. Sign out of Saccharo AI, sign back in, and try the sync again. This refreshes your authentication token.Check SharePoint permissions. Verify you have read access to the SharePoint site and folders you are trying to sync.Try individual files. If a batch sync fails, try importing files one at a time to identify which document is causing the problem.Check file format. Some file types may not be supported for import. See the supported file formats FAQ for details.
Review your price list. Open Knowledge Base > Price List and verify your items are correctly categorized with accurate names, types, and temperature classifications.Update and re-process. Add missing products, correct any miscategorized items, then re-run the analysis by clicking Re-qualify on the RFP’s Summary tab.Check item names. The AI matches based on product names and categories. Use clear, descriptive names that match common RFP terminology.
Your organization is likely in Discover mode, which provides a streamlined feature set focused on RFP discovery. The Knowledge Base and Dashboard are available in Full mode only.Contact your administrator to upgrade to Full mode. See Application modes for a complete comparison.
Check the file format. Only supported formats (PDF, DOCX, XLSX, TXT, CSV) can be uploaded.Check file size. Very large files may take longer to upload. Ensure you have a stable internet connection during upload.Refresh the page. If the upload completed but the file does not appear, refresh your browser.

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