Knowledge Base

Fixing a failed upload

A document shows an error or stays stuck in processing.

Work through these checks in order:

1. File type — confirm the file is a supported PDF, image, or office document. Password-protected or corrupted files will fail; remove the password and re-upload.
2. File size — very large files may exceed limits. Split oversized PDFs and upload in parts.
3. Scanned quality — if OCR returns little text, the scan may be low-resolution or skewed. Re-scan at 300 DPI, straighten pages, and try again.
4. Pipeline status — open the document's detail view and check the pipeline status. It shows which stage (OCR, chunking, extraction, indexing) failed.
5. Retry — re-upload the document. If it fails again with a clean, supported file, contact support@pspinsights.com with the document name and approximate upload time.

Writing effective extraction prompts

Custom fields are only as good as their extraction prompts. A precise prompt yields precise data.

Principles

• Be specific about what to find. "The contract's effective date" beats "the date".
• Specify the format. e.g. "Return the date as YYYY-MM-DD." or "Return the amount as a number without currency symbols."
• Handle absence. Tell DocuLume what to return when the value isn't present — e.g. "If no renewal term is stated, return None."
• Disambiguate. If a document has several dates, describe how to pick the right one: "the date the agreement takes effect, not the signature date."

Example

Field name: Renewal Term
Type: text
Prompt: "Find the renewal or extension term of this
agreement (e.g. 'auto-renews for 12 months').
If the contract does not renew, return 'No renewal'.
Return only the term, no extra commentary."

Prompts are versioned: refine and save a new version, compare against earlier ones, and roll back if a change reduces quality.

Re-running extraction on existing documents

When you add a new custom field or improve a prompt, existing documents won't have the new value until you re-evaluate them.

1. Activate the prompt version you want to use.
2. Trigger re-evaluation (re-extract) for the affected documents or field.
3. DocuLume re-runs extraction in the background and updates the field values; the change is recorded in each contract's history.

Getting better search results

• Use quick search for known documents (type-ahead by name).
• Use comprehensive search for concepts — it understands meaning, so "early exit" can match "termination for convenience".
• Apply facets to narrow by tag, folder, type, date, or any custom field.
• Use "find similar" from a representative document to surface the rest of a set.
• Tag consistently. Good tags make faceted search dramatically faster.

Results always respect your permissions — you won't see documents you're not authorized to access.

Importing from cloud storage

To bulk-import from a cloud bucket:

1. Go to Bulk Upload → Configure storage and add your storage connection (e.g. Azure Blob container or S3 bucket) with the required credentials.
2. Click Validate to confirm DocuLume can reach the location.
3. Use Preview to review the list of files that will be imported.
4. Set the destination folder and default tags, then Start the job.
5. Monitor it on the Jobs screen; you can cancel mid-run.

Configuring SAML SSO

For administrators connecting an identity provider (Entra ID, Okta, Google, etc.).

1. In DocuLume admin settings, open SSO / SAML configuration.
2. Copy DocuLume's SP metadata (entity ID and ACS URL) into your identity provider as a new SAML application.
3. Paste your IdP's metadata (sign-in URL, entity ID, and signing certificate) back into DocuLume.
4. Use the Test connection option to verify the round trip before enabling it for all users.
5. Enable SSO. Users then sign in with their work credentials; you can require SSO for your domain.

DocuLume publishes SP metadata and supports SSO and single logout (SLO). If a test fails, recheck the certificate and that clocks are in sync between the IdP and SP.

Managing roles & permissions

DocuLume uses role-based access control. To manage access:

1. Open Admin → Members.
2. Assign each member a role (Admin, Manager, Member, Viewer).
3. Grant folder-level permissions where you need finer control than the role provides.
4. Review access regularly — DocuLume's audit log and history make periodic access reviews straightforward.

Turning on contract lifecycle management

Contract lifecycle management is a separately licensed module and is switched off until it is enabled for you. It is turned on per workspace, so you can start with one team and extend it later.

1. Confirm with your account contact that the module is part of your plan.
2. Enable it for the workspaces that should have it. Workspaces you leave alone are unaffected.
3. Review the workflows that come as standard and adjust them to match how you actually approve contracts — see below.
4. Assign the new permissions, otherwise nobody will see the new screens — see Contract lifecycle permissions.
5. Connect an e-signature provider before anyone reaches a signature step — see Connecting e-signature.

Rolling out two-factor authentication

Two-factor authentication uses any standard authenticator app. The QR code is generated inside DocuLume, so enrolment does not depend on an outside service.

1. Ask users to enrol from Settings → Security, and to store their backup codes somewhere other than the phone holding the authenticator.
2. Start with administrators and anyone who can approve contracts/li>
3. Know how you will handle a lost device before you roll out. An administrator can reset a user's two-factor authentication; support cannot.
4. Repeated failed sign-ins lock an account temporarily, and continued failures require an administrator to unlock it. Make sure your service desk knows this is expected behaviour rather than an outage.

Still stuck? Check the FAQ, the status page, or email support@pspinsights.com.