Troubleshooting Guide

Find solutions to common issues you may encounter while using Patenty,
and learn how to get quick support when you need it.

24/7 Support

Live Chat

Community Forum

Quick Search

Search for issue keywords to find solutions instantly

Quick Fixes

Most issues can be resolved with these simple steps

Refresh Browser

Most temporary issues can be resolved with a refresh

Ctrl + F5 (Windows) or Cmd + R (Mac)

Clear Cache

Resolves issues caused by stale cached data

Browser Settings → Privacy → Clear Cache Data

Check Internet Connection

Verify your network connection status

Try accessing another website to check connectivity

Try Another Browser

Rules out browser compatibility issues

Try Chrome, Firefox, Safari, or Edge

Common Issues

Troubleshooting guides organized by category

AI Patent Generation

AI generation does not start

High

Cause: Insufficient credits or network connectivity issue

Solutions:

Check your account credit balance

Verify your internet connection

Refresh the browser and try again

Test with a different browser

Generated patent quality is low

Medium

Cause: Insufficient input information or vague description

Solutions:

Describe your invention idea in more detail

Select the technical field accurately

Clearly explain the differences from prior art

Provide additional embodiments

AI generation stops midway

High

Cause: Server overload or unexpected error

Solutions:

Try again after a few minutes

Check the browser console for error messages

Contact customer support

Retry at a different time

Real-time Collaboration

Real-time editing is not synchronizing

High

Cause: Unstable network or WebSocket connection error

Solutions:

Refresh the page to reset the connection

Allow WebSocket in your firewall settings

Temporarily disable VPN if in use

Check synchronization status with other team members

Team member invitation email not delivered

Medium

Cause: Spam filtering or email server issue

Solutions:

Check your spam folder

Verify the invitation email address is correct

Add patenty.ai to your domain whitelist

Copy and share the invitation link directly

Permission settings are not applied

Medium

Cause: Cache issue or permission propagation delay

Solutions:

Clear browser cache and log in again

Check if permissions apply after 5-10 minutes

Ask an administrator to re-verify permission settings

Test in incognito mode

Account & Billing

Cannot log in

High

Cause: Incorrect password or account lockout

Solutions:

Verify you have entered your password correctly

Try resetting your password

Check if your account has been temporarily suspended

Try a different browser or incognito mode

Credits not deducted after payment

Medium

Cause: Payment processing delay or system error

Solutions:

Check your payment history

Verify your credit card approval status

Submit your payment receipt to customer support

Request a refund if not resolved after 24 hours

Files & Export

PDF export fails

Medium

Cause: File size exceeded or format error

Solutions:

Try lowering the image resolution

Remove unnecessary sections and try again

Disable the browser's popup blocker

Try exporting in a different format (DOCX)

File upload fails

Low

Cause: File size limit exceeded or unsupported format

Solutions:

Check that the file format is supported (PDF, DOCX, PPTX, JPG, PNG, GIF, BMP, WebP, AVIF, TIFF)

Verify the file size is under 10MB

Check that the file is not corrupted

System Status

Check the real-time operational status of Patenty services

Operational

AI Generation Service

Uptime: 99.9%

Last Incident: 7 days ago

Operational

Real-time Collaboration

Uptime: 99.8%

Last Incident: 3 days ago

Operational

File Processing

Uptime: 99.7%

Last Incident: 1 day ago

Operational

API Service

Uptime: 99.9%

Last Incident: 14 days ago

For detailed system status, visit our status page

Get Support

If your issue is not resolved, reach out to our expert support team

Email Support

Recommended

Response time: Within 24 hours

Detailed assistance for technical issues and complex problems

support@patenty.ai

Live Chat

Response time: Avg. 5 minutes

For simple questions or when you need immediate help

Click the chat button in the bottom right

Community Forum

Response time: Community response

Share experiences and find solutions with other users

community.patenty.ai

Video Meeting

Response time: Booking required

For complex setups or when training is required

calendly.com/patenty-support

💡 Tips for Requesting Support

• Describe the exact time and circumstances when the issue occurred

• Include your browser and operating system information

• Attach a screenshot if there is an error message

• Describe the reproducible steps in order

Additional Resources

Refer to these resources if you need more help

User Guide

Step-by-step usage instructions and best practices

View Guide

AI Features

Guide to using AI-powered patent drafting features

View AI Guide

Community

Share experiences and know-how with other users

Join Community

DocumentationTroubleshooting

Troubleshooting Guide

Find solutions to common issues you may encounter while using Patenty,
and learn how to get quick support when you need it.

24/7 Support

Live Chat

Community Forum

Quick Search

Search for issue keywords to find solutions instantly

Quick Fixes

Most issues can be resolved with these simple steps

Refresh Browser

Most temporary issues can be resolved with a refresh

Ctrl + F5 (Windows) or Cmd + R (Mac)

Clear Cache

Resolves issues caused by stale cached data

Browser Settings → Privacy → Clear Cache Data

Check Internet Connection

Verify your network connection status

Try accessing another website to check connectivity

Try Another Browser

Rules out browser compatibility issues

Try Chrome, Firefox, Safari, or Edge

Common Issues

Troubleshooting guides organized by category

AI Patent Generation

AI generation does not start

High

Cause: Insufficient credits or network connectivity issue

Solutions:

Check your account credit balance

Verify your internet connection

Refresh the browser and try again

Test with a different browser

Generated patent quality is low

Medium

Cause: Insufficient input information or vague description

Solutions:

Describe your invention idea in more detail

Select the technical field accurately

Clearly explain the differences from prior art

Provide additional embodiments

AI generation stops midway

High

Cause: Server overload or unexpected error

Solutions:

Try again after a few minutes

Check the browser console for error messages

Contact customer support

Retry at a different time

Real-time Collaboration

Real-time editing is not synchronizing

High

Cause: Unstable network or WebSocket connection error

Solutions:

Refresh the page to reset the connection

Allow WebSocket in your firewall settings

Temporarily disable VPN if in use

Check synchronization status with other team members

Team member invitation email not delivered

Medium

Cause: Spam filtering or email server issue

Solutions:

Check your spam folder

Verify the invitation email address is correct

Add patenty.ai to your domain whitelist

Copy and share the invitation link directly

Permission settings are not applied

Medium

Cause: Cache issue or permission propagation delay

Solutions:

Clear browser cache and log in again

Check if permissions apply after 5-10 minutes

Ask an administrator to re-verify permission settings

Test in incognito mode

Account & Billing

Cannot log in

High

Cause: Incorrect password or account lockout

Solutions:

Verify you have entered your password correctly

Try resetting your password

Check if your account has been temporarily suspended

Try a different browser or incognito mode

Credits not deducted after payment

Medium

Cause: Payment processing delay or system error

Solutions:

Check your payment history

Verify your credit card approval status

Submit your payment receipt to customer support

Request a refund if not resolved after 24 hours

Files & Export

PDF export fails

Medium

Cause: File size exceeded or format error

Solutions:

Try lowering the image resolution

Remove unnecessary sections and try again

Disable the browser's popup blocker

Try exporting in a different format (DOCX)

File upload fails

Low

Cause: File size limit exceeded or unsupported format

Solutions:

Check that the file format is supported (PDF, DOCX, PPTX, JPG, PNG, GIF, BMP, WebP, AVIF, TIFF)

Verify the file size is under 10MB

Check that the file is not corrupted

System Status

Check the real-time operational status of Patenty services

Operational

AI Generation Service

Uptime: 99.9%

Last Incident: 7 days ago

Operational

Real-time Collaboration

Uptime: 99.8%

Last Incident: 3 days ago

Operational

File Processing

Uptime: 99.7%

Last Incident: 1 day ago

Operational

API Service

Uptime: 99.9%

Last Incident: 14 days ago

For detailed system status, visit our status page

Get Support

If your issue is not resolved, reach out to our expert support team

Email Support

Recommended

Response time: Within 24 hours

Detailed assistance for technical issues and complex problems

support@patenty.ai

Live Chat

Response time: Avg. 5 minutes

For simple questions or when you need immediate help

Click the chat button in the bottom right

Community Forum

Response time: Community response

Share experiences and find solutions with other users

community.patenty.ai

Video Meeting

Response time: Booking required

For complex setups or when training is required

calendly.com/patenty-support

💡 Tips for Requesting Support

• Describe the exact time and circumstances when the issue occurred

• Include your browser and operating system information

• Attach a screenshot if there is an error message

• Describe the reproducible steps in order

Additional Resources

Refer to these resources if you need more help

User Guide

Step-by-step usage instructions and best practices

View Guide

AI Features

Guide to using AI-powered patent drafting features

View AI Guide

Community

Share experiences and know-how with other users

Join Community