---
title: "Troubleshooting Astra"
canonical: "https://help.agiloft.com/space/Astra/543424530/Troubleshooting%20Astra"
format: markdown
---
Use this guide to fix common issues that can occur in Astra. 

> 📝 If you use Astra alongside Agiloft CLM, see [Troubleshooting Astra in Agiloft](https://agiloft-public.atlassian.net/wiki/spaces/HELP/pages/570261573) for additional troubleshooting information.

# Logging in

If you have trouble logging in, try:

- Clearing browser cache and cookies
- Checking that [screens.ai](http://screens.ai) addresses are permitted by your firewall
- Checking [Troubleshooting Astra in Agiloft](https://agiloft-public.atlassian.net/wiki/spaces/HELP/pages/570261573) for permission troubleshooting, if you use Astra integrated with CLM

# Poor or unexpected results

If your results seem uncharacteristically bad, there might have been a problem when your document was uploaded. This is called a parsing issue.

To check:

1. Log in to Astra and go to the Documents page.
2. Select the document you’re having problems with.
3. On the three-dot menu, click Open in New Tab.
4. Consult the Parsed Text section. Bad parses may have mixed or strange characters, missing sentences, or other odd departures from the original text.

If your document looks fine, parsing is likely not the issue, and you should [contact Support](https://community.agiloft.com/support-login). If your document does look corrupted, follow these steps:

1. Open the original source document outside of Astra.
2. Select and copy the entirety of the text.
3. Return to Astra and go to the Documents page.
4. Click Upload.
5. Select From Pasted Text.
6. Paste your text in the field.
7. Click Done.

Now, repeat the first set of steps to check the parsed text. Confirm that you don’t see the text issues you noticed before.


# Errors or limits with files

You might encounter errors with documents over 500 pages. The default maximum is 500 pages per document.

You might also encounter errors if you try to use files in Google Drive, or other external services. Astra only accepts files in .pdf, .docx, and .txt formats.

# Issues in the Word app

The Astra Word add-in experiences performance issues at higher numbers (100+ standards). At higher volumes, one-click redlines fail more frequently and Word can crash.

# Snoozed standards not reappearing

Snooze hides a standard card from view, but if you want to make that card visible again, you may have to either:

- Navigate to the home view of the add-in and click back into the recently run screen
- Close and reopen the add-in