Documentation

Login Start For Free

Troubleshooting

Most problems have a quick fix. Find yours below. If none of these help, send us a help request.

An upload was rejected

Files that can’t be uploaded are listed in the Files panel with the reason:

  • Unsupported file type — Framework accepts PDFs, images (JPG, PNG, TIFF, BMP, HEIC, WebP) and CAD drawings (DWG, DXF). Export or print anything else to PDF and upload that.
  • File too large — each file can be up to 250 MB. Split a large set into smaller PDFs (for example by discipline) and upload them separately.
  • File is empty (0 bytes) — the file usually hasn’t finished downloading from cloud storage. Wait for it to sync, then try again, or use Import to bring it in from your storage directly.
  • Document limit reached or Storage limit reached — your plan is full. Delete documents you don’t need, or upgrade. Plan limits are on the pricing page.

Uploading also needs the Editor role or above on the project.

A document failed to process

After upload, each file goes through Queued, Reading and Splitting sheets before it shows as Processed. Large sets take longer. If a file shows Failed (you’ll also get a Document failed notification):

  1. Click the failed file in the Files panel to retry it, or open its menu and choose Reprocess.
  2. If it fails again, re-export or re-save the PDF on your computer and upload the new copy.
  3. Still failing? Send a help request with the file name.

The agent stopped: limit reached

When your workspace has used its AI credits for the period (or, on the free Hobby plan, its weekly messages), a notice appears above the message box and the agent pauses. Everything else — documents, estimates, schedules — keeps working.

  • If you’re the owner, click Upgrade, or turn on overage so the agent can keep working — see Overage.
  • If you’re not, you’ll see Ask the project owner to upgrade their plan. Let them know.
  • Otherwise, credits reset at the start of the next period. Check where you stand under Workspace settings → Usage.

If the message says Payment overdue, the workspace owner needs to update the payment method in Billing settings.

You don’t have permission

What you can do in a project depends on your role. Common cases:

  • Viewers can read everything but can’t send messages to the agent, upload files or edit pages.
  • Editors can create and edit, but deleting content needs Admin.
  • Editing project settings and inviting people needs Admin or Owner.
  • Archiving or deleting a project needs the Owner.

To check your role on a project someone shared with you, look under Shared with you on the Projects page. Ask a project Admin or the Owner to change it. See Members, Roles & Sharing.

You can’t sign in

  • Use the same method you signed up with. If you signed up with Google or Microsoft, use that button rather than a password.
  • Forgotten your password? Click Forgot password? on the sign-in page.
  • Never got the confirmation or reset email? Check your spam folder.
  • Still locked out? Email support@framework.construction.

Something looks wrong on screen

  • Refresh the page — it clears most display glitches.
  • Try another up-to-date browser, or turn off ad blockers and other extensions for the site.
  • If it keeps happening, report a bug from the page where it happens.

Leave a Comment