Troubleshooting Common Issues
Most SuperClear AI issues fall into a small number of patterns: authentication problems, photo upload failures, AI processing delays, PDF generation issues, or browser/device quirks. This article walks through every common problem with concrete fixes you can try yourself before contacting support.
Login Problems
Section titled “Login Problems”“Email not found” when verifying
Section titled ““Email not found” when verifying”Solutions:
- Double-check the spelling of your email — typos in the domain are easy to miss
- Make sure you’re using the email your administrator created your account with, not a personal one
- Ask your administrator to confirm your account exists in nSpec
Microsoft sign-in popup didn’t open
Section titled “Microsoft sign-in popup didn’t open”Solutions:
- Your browser may be blocking pop-ups. Allow pop-ups for superclearai.nspec.app and try again.
- Disable any pop-up blocker extensions for this site
- Try a different browser (Chrome, Edge, or Safari)
Microsoft sign-in fails
Section titled “Microsoft sign-in fails”Solutions:
- Sign in to outlook.office.com first to confirm your Microsoft account is working
- If your organization uses MFA, complete the second factor
- Clear cookies for both nSpec and Microsoft, then try again
- Confirm with your administrator that your nSpec account is configured as SSO
I forgot my password
Section titled “I forgot my password”Solutions:
- Enter your email and click Verify Email to reach the password screen
- Click Forgot Password? below the password field
- Check your email for the reset instructions
- Forgot Password only works for non-SSO accounts. SSO users reset through Microsoft.
Keeps signing me out
Section titled “Keeps signing me out”Solutions:
- SuperClear AI auto-refreshes your session every 60 seconds. If refresh fails, you’re signed out.
- Sign out completely and sign back in to get a fresh token
- Clear cookies for superclearai.nspec.app
- If you’re on a private/incognito window, your session won’t persist between tabs
Photo Upload Issues
Section titled “Photo Upload Issues”Upload is stuck
Section titled “Upload is stuck”Solutions:
- Check your internet connection — large files on slow networks can take a long time
- If files are over 50 MB, expect a slower upload (you’ll see a warning when you select them)
- Switch from cellular to Wi-Fi if you’re on mobile
- Wait at least 60 seconds before assuming an upload has failed
- Refresh the page and try again with smaller batches
Upload failed
Section titled “Upload failed”Solutions:
- Check the error message — SuperClear AI lists each failed file with the reason
- If the error mentions file size, the file is too large — resize before uploading
- If the error mentions format, the file isn’t JPG/PNG/HEIC — convert it first
- Check your internet connection
- Verify you’re still signed in (sometimes a session expires mid-upload)
Camera doesn’t open when I tap “Take Photo”
Section titled “Camera doesn’t open when I tap “Take Photo””Solutions:
- Your browser may not have camera permission. Check site settings and re-enable camera access
- iOS Safari: Settings → Safari → Camera → Allow
- Android Chrome: Tap the lock icon next to the URL → Permissions → Camera → Allow
- Desktop: Click the lock icon next to the URL and re-enable camera permission
- If you don’t have a built-in camera, use Select Images instead
AI Processing Issues
Section titled “AI Processing Issues”Photos are stuck on “Analyzing…”
Section titled “Photos are stuck on “Analyzing…””Solutions:
- Wait — large batches can take several minutes per photo
- Check the In Progress counter in the header — if it’s not changing, the batch may have stalled
- Click Cancel AI in the toolbar to stop a stalled batch, then Regenerate AI to try again
- Refresh the page
AI didn’t find any defects
Section titled “AI didn’t find any defects”Solutions:
- The photo may not have any detectable WRB defects — that’s a valid result
- Lower the confidence threshold in Photo Settings to see lower-confidence detections
- Check the photo quality — see Photo Requirements for AI Detection
- Use the image editor to add your own annotation if needed
AI flagged too many things
Section titled “AI flagged too many things”Solutions:
- Raise the confidence threshold in Photo Settings to filter out lower-confidence detections
- Delete incorrect markups individually using the image editor
- Take better photos in the future — see Photo Best Practices
A photo’s status circle is red
Section titled “A photo’s status circle is red”Solutions:
- Click the red circle to see the failure reason
- Try regenerating the AI on that single photo (hover and click AI Detect)
- If it keeps failing, replace the photo with a higher-quality version
PDF / Punch List Issues
Section titled “PDF / Punch List Issues”“Failed to generate PDF” error
Section titled ““Failed to generate PDF” error”Solutions:
- Check your internet connection
- Try again — most failures are temporary
- If the inspection has many photos, try selecting fewer and generating in smaller batches
- Make sure all photos have finished AI processing before generating
PDF didn’t download
Section titled “PDF didn’t download”Solutions:
- Check your browser’s downloads folder — the file may have downloaded silently
- Make sure pop-ups and downloads aren’t blocked for the site
- Try a different browser
PDF is missing photos
Section titled “PDF is missing photos”Solutions:
- Make sure all photos completed AI processing before generating
- If you used selection, double-check which photos were selected
- Try regenerating the report
PWA / Install Issues
Section titled “PWA / Install Issues”The install prompt didn’t appear
Section titled “The install prompt didn’t appear”Solutions:
- The prompt only appears 3 seconds after page load — wait a moment
- If you previously dismissed it, it won’t reappear for 7 days
- If you’re running the installed PWA already, the prompt is suppressed
- Some browsers block the prompt — use Chrome/Edge on desktop, Safari on iOS
Install button doesn’t do anything
Section titled “Install button doesn’t do anything”Solutions:
- Your browser may not support PWA install. Try Chrome or Edge.
- On iOS, the prompt shows manual instructions instead of an install button (use Share → Add to Home Screen)
Offline Issues
Section titled “Offline Issues”“You are currently offline” banner won’t go away
Section titled ““You are currently offline” banner won’t go away”Solutions:
- Check your actual internet connection — try loading another website
- If your connection is fine but the banner stays, refresh the page
- The banner clears automatically when SuperClear AI detects a connection
Some features don’t work when I’m offline
Section titled “Some features don’t work when I’m offline”Solutions:
- That’s expected. Sign-in, photo upload, AI processing, and PDF generation all require an internet connection.
- You can still view existing photos and inspection details that have been cached
Performance Issues
Section titled “Performance Issues”SuperClear AI is slow
Section titled “SuperClear AI is slow”Solutions:
- Refresh the page
- Close other browser tabs to free up memory
- Restart your browser fully
- Check your internet connection
- Try a different browser
- If your inspection has hundreds of photos, scroll slowly so the photo grid can load progressively
Photo grid is laggy
Section titled “Photo grid is laggy”Solutions:
- Use filters to show fewer photos at a time
- Switch from grouped view to flat grid view (or vice versa) if one is slower
- Refresh the page
Reporting a Bug
Section titled “Reporting a Bug”If you’ve worked through this list and the problem persists, contact support with these details:
- The browser and version you’re using
- The device and operating system
- The inspection name (and project name)
- The exact error message — a screenshot helps
- What you were doing right before the issue appeared
- Whether it’s happening for everyone on your team or just you
You can also use the Feedback button in the bottom-right corner of the app to submit a support request directly. It captures your current screen automatically.
Send to support@nxtconstruction.ai.