Common Issues
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      Common issues

      Reading PDF's

      While Allsorter typically handles PDFs with precision, there are instances where the system may struggle to extract data from certain tricky files. This can happen due to the formatting or complexity of the original document. Thankfully, there is a simple solution: the Reparse as a DOCX feature. Follow the steps below to resolve this issue:

      Step-by-Step Guide to Reparse as a DOCX

      1. Click on the engine cog symbol located next to the template dropdown at the top of the page.

        Access the Reparse Feature:

      2. From the dropdown menu, choose the Reparse as DOCX option.

      3. Wait for Processing:

        • Allow Allsorter to reprocess the file. The system will convert the PDF to a DOCX format, which will take you to the main dashboard. The file will be appearing as a recently uploaded document.

      4. Check the Results:

        • Review the newly parsed file to ensure that all information has been extracted correctly.

         

      Why Does This Happen?

      Allsorter is designed to handle most PDF formats seamlessly. However, certain PDFs—especially those with unusual formatting, images in place of text, or excessive embedded elements—may pose challenges. By converting the document to DOCX, Allsorter can better interpret the data and ensure accurate extraction.

       

      Troubleshooting Basics for Clients

      If you encounter any issues while using Allsorter, please follow these steps to troubleshoot the problem:

      1. Clear Your Browser Cache and Cookies
        Old data retained in your browser can sometimes cause issues. Clearing your cache and cookies can resolve many common problems. Here’s a guide on how to do this in Chrome. Once cleared, try accessing Allsorter again.

      2. Try an Alternate Browser
        Switch to a different browser, such as Edge, Firefox, or Chrome, and attempt the action again (e.g., parsing a CV or accessing the system). If everything works correctly in the alternate browser, return to your original browser and repeat step 

      3. Disable Browser Extensions
        Extensions can sometimes interfere with functionality. Temporarily disable all active extensions in your browser, then try accessing Allsorter again.

      4. Send Error Details
        If the issue persists, take a screenshot of the error message and include the timestamp from your desktop clock. Send this information to us so we can investigate further.

      These steps should help resolve most browser-related issues. If you need additional support, please do not hesitate to reach out to support.