When something does not work

Distari usually keeps the record and explains which stage failed. These checks help you find the next useful action.

A paper has no summary or PDF

A new paper has no summary until you ask for one: open its Summary tab and select Summarise this paper. Otherwise, check its processing state. A queued or running paper needs time; a waiting-for-credits paper needs plan usage or extra credits. A metadata-only paper may have no accessible PDF from its publisher. You can attach a PDF you already have or keep using the record for search and organization. If processing failed, retry from the paper after checking the reason shown.

Paper Summary tab showing Processing failed, the output-limit reason, confirmation that the failed run was not charged and a Retry control. — Read the reason before retrying. This demo shows an incomplete summary caused by its output limit; the failed run was not charged.

An answer has no citation

Ask can only cite material it retrieved from the scope you chose. Try a paper or folder with extracted text, widen the scope, or inspect the retrieval shown in the thread. An unsupported answer should say it cannot establish the claim. Always read the linked passage before treating a result as evidence.

An import skipped items

Open its report. Repeated imports can skip existing papers by design. Missing PDF files in a bibliography export become metadata-only entries. An ambiguous filename match is reported rather than guessed. A connected provider can also be temporarily unavailable; the report distinguishes those failures from successful items.

A control is disabled

Check whether your project role permits the action, whether the project is archived, and whether there is plan usage or extra credits left. An upload or AI-service pause can also disable its controls. Dropbox imports are currently unavailable; other integration limits are listed in Imports and integrations. For available native downloads and unpublished stores, check Apps and devices.

Distari is not responding

If pages will not load, sign-in keeps failing or the apps say they could not reach Distari, check status.distari.com. It runs separately from Distari, so it stays up during an outage, and the Distari team posts what is affected and when to expect the next update. Papers you kept offline in the desktop and phone apps stay readable, and changes made offline send on the next sync.

Ask for help

Use the Feedback control in the web app to send the current page and an optional screenshot with a description of what happened. For account or access help, contact support. Do not put passwords, recovery codes or access tokens into feedback.

For sign-in recovery, device access, two-factor authentication, data exports and deletion, follow Account, sign-in and privacy.

Send feedback dialog with a message field, optional screenshot attachment and the page context included automatically. — The Feedback control sits at the bottom right of signed-in pages. It opens this form without leaving the page; review the context and optional screenshot before sending.