Missing features and app display issues

Use this guide when Mary opens but a tool, source viewer or expected item is missing or unresponsive. For a failed sign-in, use sign in to Mary. For an unfinished upload or processing error, use upload troubleshooting.

Check the matter and view

Confirm the organisation and full matter name. Inspect active searches and filters that could hide the item, and remove a filter if you need to see the full view. Then check the right place:

• Sources: original uploaded files and their processing status.

• Document index: documents identified within those files.

• My workspaces: completed results such as chronologies.

• Chats: existing conversations; Open in workspace on a completed-work card reopens that result.

Get started with Mary explains these views and a first task.

If an entire matter is missing, check its sharing with the owner. See access to Mary and shared matters.

A tool or control is missing

Check that you are in the intended organisation and matter. If a colleague has the tool, compare your account access and matter type with theirs. If you cannot tell whether the tool is available to your account, ask your administrator or Mary support. Access, organisation setup and staged releases can affect which controls appear.

If you contact support about a missing control, include the feature name and the view where you expected to find it.

A source opens in a different viewer

Native-format viewing is available in newly created matters. Older matters use the PDF-based viewer, including when new files are added. The new upload formats and limits still apply to those older matters.

If a source will not load, check that it finished processing. Open another processed source to see whether the problem affects one file or the viewer more generally. Record the file type and what appears on screen.

An edit does not appear as expected

Basic inline edits save automatically and sync with other people working on the matter. For a table, click the editable cell; for a draft, click the editable text or section. See chronology editing or draft editing.

If the displayed change is missing, check that you reopened the same matter and item. Compare the text shown and note any connection or error message. For a supported chronology entry, view its History to inspect recorded changes. Ask Mary support to investigate a persistent mismatch; an earlier downloaded file remains a separate copy.

A page is unresponsive

Keep a copy of any text that is not yet reflected in the displayed result, and note the error or action that preceded the problem. Reopen the affected view, or refresh once it is safe to do so. If the problem persists, send the details to Mary support rather than repeatedly recreating work.

For 403 Forbidden, Unexpected Server Error, turbo-stream or removeChild messages, record the exact wording and affected page. The message alone does not tell you what caused it or whether work completed in the background. Check the matter or workspace status before resubmitting work. Your IT administrator and Mary support can investigate persistent access or network-related errors.

An item may have been deleted

First check the organisation, matter, filters and sharing. If the item was deleted, contact Mary support with its name, item type and approximate deletion time, and keep the remaining matter intact while recovery is assessed.

For a supported chronology entry that still exists, History and Restore this version concern earlier versions of that entry. For a deleted item, ask Mary support whether recovery is possible; do not use row history as a recovery procedure for a source, workspace, conversation or whole matter.

Send a useful support request

Email support@marytechnology.com with the intended task, matter reference, region, time, expected result and actual result. Say whether one file, one matter or several views are affected. Include a focused screenshot of the error, excluding credentials and unrelated client material.