Error Messages Explained

Error Messages Explained: What They Mean and What to Do

Credit Errors

"Insufficient Credits" / "Insufficient Credits to process"

What it means: Your organisation has used all of its allocated page credits. You cannot process new documents or generate new chronologies until credits are added.

What to do:

1. If you are an admin, check your balance under Settings > Billing

2. Purchase additional credits, or contact support@marytechnology.com for assistance

3. If you are not an admin, ask your firm's Mary administrator to check the credit balance or contact support on your behalf

Upload Errors

"Something went wrong while starting your upload"

What it means: This is typically due to a network issue. Your files have not been uploaded.

What to do:

1. Hard refresh your browser: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)

2. Try your upload again

3. If the error persists after two attempts, clear your browser cache for app.marytechnology.com and retry

4. If it still fails, contact support@marytechnology.com with a screenshot of the error and details about the files you are trying to upload (number of files, total size, file types)

"Network error / endpoint blocked by firewall"

What it means: Despite what the message says, this is typically an issue on our side, not your network. Our security gateway occasionally flags legitimate uploads as suspicious. Your firm's firewall is almost certainly not the cause.

What to do:

1. Refresh your browser and try the upload again

2. If the error persists, contact support@marytechnology.com — we can resolve this from our end

"Page limit exceeded"

What it means: You are trying to upload more than 10,000 pages in a single upload session. This is the per-upload limit.

What to do:

1. Split your documents into batches of under 10,000 pages

2. Upload the first batch and click "Finish and Generate" to create the initial chronology

3. Once processing is complete, use "Add More Documents" to upload the next batch

4. Repeat until all documents are uploaded

Processing Errors

"Unable to decode turbo-stream response"

What it means: This is a misleading error message. Your chronology is most likely processing normally in the background. The error relates to how the browser displays real-time updates, not to the actual processing.

What to do:

1. Navigate away from the current page — click "Matters" in the sidebar

2. Check back on your matter after a few minutes. It should show as "processing"

3. You will receive an email notification when your chronology is ready

4. If the matter still shows an error state after 2 hours, contact support@marytechnology.com with the matter URL

"removeChild on Node"

What it means: The full error is "Failed to execute 'removeChild' on 'Node'." Like the turbo-stream error, this is a browser display issue, not a processing failure. Your chronology is almost certainly processing correctly in the background.

What to do:

1. Navigate to the Matters page using the sidebar

2. Your matter should show as "processing"

3. Wait for the email notification confirming your chronology is ready

Fact Explorer Errors

"Not able to answer the user's query"

What it means: Fact Explorer searched your uploaded documents but could not find information relevant to your question. This is not a system error — it means the answer is not in the documents you uploaded, or the question may need to be rephrased. Note that Fact Explorer is designed for factual questions about your documents and does not support drafting documents or similar generative tasks — this message may also appear if you ask it to draft something.

What to do:

1. Rephrase your question. Try using different terms or being more specific. For example, instead of "What happened with the contract?", try "What were the key terms of the lease agreement dated March 2024?"

2. Check your uploaded documents. Confirm that the documents containing the information you need are actually included in this matter

3. If you are confident the information is in your documents and rephrasing does not help, contact support@marytechnology.com with the matter URL and the question you asked — there may be a technical issue we can resolve

Server and Access Errors

"403 Forbidden"

What it means: Our security system has incorrectly blocked your access. This is an issue on our side, not a problem with your account permissions or credentials.

What to do:

1. Contact support@marytechnology.com immediately

2. Include a screenshot of the error if possible

3. Our team will unblock your account on our end — this is usually resolved within hours

"504 Gateway Timeout"

What it means: The server took too long to respond. This is a temporary issue, often caused by high demand or a brief infrastructure interruption.

What to do:

1. Wait 30 seconds, then refresh your browser

2. If the error persists after a few minutes, try again later

3. If you continue to see this error for more than 15 minutes, contact support@marytechnology.com

General Troubleshooting Steps

For any error not listed above, try these steps first:

1. Hard refresh your browser: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)

2. Clear your browser cache for app.marytechnology.com

3. Try a different browser (Chrome, Edge, or Firefox are recommended)

4. If none of these work, take a screenshot of the error and email it to support@marytechnology.com along with:

• The matter URL from your browser's address bar (if applicable)

• A brief description of what you were doing when the error appeared

• Your browser type (e.g., Chrome, Safari, Edge)