Troubleshooting and Support

Resolve common LitView issues quickly and get back to productive research. This guide covers frequent problems, practical solutions, and when to seek additional support for optimal research workflow.

Common Search Issues

Search Results Problems

Problem: No Results or Very Few Results

Possible Causes:

  • Keywords too specific or niche
  • Database selection doesn’t match research domain
  • Spelling errors in search terms
  • Uncommon terminology or abbreviations

Solutions:

  1. Broaden your keywords - try more general terms first
  2. Check spelling of all search terms
  3. Try alternative terminology - use synonyms or different technical terms
  4. Switch databases - try Google Scholar for broader coverage
  5. Remove Boolean operators - start with simple keyword searches

Problem: Too Many Irrelevant Results

Possible Causes:

  • Keywords too broad or common
  • Missing Boolean operators for precision
  • Wrong database selection for your research area

Solutions:

  1. Add more specific keywords with AND operators
  2. Use exact phrases in quotation marks for precise matching
  3. Upload relevant documents to provide search context
  4. Select specialized database matching your research domain
  5. Add methodology keywords to focus on specific approaches

Problem: Missing Key Papers You Know Should Appear

Possible Causes:

  • Papers use different terminology than your keywords
  • Papers not indexed in selected database
  • Recent papers not yet included in database
  • Papers behind institutional paywalls

Solutions:

  1. Add keywords from missing papers - check their abstracts for terms
  2. Upload missing papers directly as context documents
  3. Try different databases - some papers appear only in specific sources
  4. Check publication recency - very new papers may not be indexed yet
  5. Verify database coverage - ensure database includes your publication types

Cluster Map Issues

Problem: Cluster Map Appears Scattered or Random

Possible Causes:

  • Keywords span too many different research areas
  • Interdisciplinary research creating complex relationships
  • Insufficient keywords to create clear clusters

Solutions:

  1. Focus on fewer, related keywords for clearer clustering
  2. Separate interdisciplinary searches - do multiple focused searches
  3. Add more keywords in same domain to strengthen cluster formation
  4. Upload context documents to help define research area
  5. Accept scattered results - this may accurately reflect research landscape

Problem: All Papers Cluster in One Area

Possible Causes:

  • Keywords too similar or synonymous
  • Research area very focused with limited diversity
  • Database limitations for your specific field

Solutions:

  1. Add contrasting keywords to explore different aspects
  2. Include methodology keywords from different approaches
  3. Try broader database selection for more diverse results
  4. Add temporal keywords to explore historical development
  5. Include application keywords to see practical implementations

Problem: Cluster Map Loads Slowly or Freezes

Possible Causes:

  • Large number of search results overwhelming visualization
  • Browser performance limitations
  • Network connectivity issues
  • Complex document uploads

Solutions:

  1. Reduce number of keywords to limit result set size
  2. Use more specific search terms to narrow results
  3. Clear browser cache and refresh page
  4. Check internet connection stability
  5. Try different browser - Chrome or Firefox recommended
  6. Reduce uploaded document size or number

Interface and Navigation Problems

Display and Performance Issues

Problem: Interface Elements Not Loading Properly

Possible Causes:

  • Browser compatibility issues
  • JavaScript disabled or blocked
  • Ad blockers interfering with functionality
  • Outdated browser version

Solutions:

  1. Update your browser to latest version
  2. Enable JavaScript in browser settings
  3. Disable ad blockers for litview.app
  4. Try incognito/private browsing mode
  5. Clear browser cache and cookies
  6. Use recommended browsers - Chrome, Firefox, Safari

Problem: Search Takes Too Long to Process

Possible Causes:

  • Large number of keywords creating complex query
  • Multiple large document uploads
  • High server load during peak usage
  • Network connectivity issues

Solutions:

  1. Reduce number of keywords to 3-5 terms
  2. Use smaller document uploads or fewer documents
  3. Try “Fresh results” toggle OFF to use cached results
  4. Search during off-peak hours if possible
  5. Check internet connection speed and stability

Project and Reference Manager Issues

Problem: Projects Not Saving or Loading

Possible Causes:

  • Browser storage limitations
  • Login session expired
  • Network connectivity problems
  • Corrupted project data

Solutions:

  1. Refresh page and log in again
  2. Check browser storage settings - allow cookies and local storage
  3. Try creating new project to test functionality
  4. Clear browser data and restart browser
  5. Contact support with specific project names and error messages

Problem: References Not Organizing Properly

Possible Causes:

  • Drag-and-drop functionality not working
  • Browser compatibility with interface elements
  • Multiple browser tabs causing conflicts

Solutions:

  1. Use only one LitView tab at a time
  2. Try manual folder assignment instead of drag-and-drop
  3. Refresh page and retry organization
  4. Check browser supports drag-and-drop functionality
  5. Use batch selection tools for organizing multiple references

Data and Content Issues

Search Quality Problems

Problem: Cluster Analysis Doesn’t Make Sense

Possible Causes:

  • Keywords from different research domains
  • Database contains mixed content types
  • Algorithmic limitations with specific terminology

Solutions:

  1. Review keyword selection - ensure they’re related
  2. Try domain-specific database rather than general search
  3. Upload context documents to guide clustering
  4. Accept unexpected patterns - may reveal new research connections
  5. Try separate searches for different aspects of research

Problem: Saved References Missing Information

Possible Causes:

  • Incomplete metadata in source database
  • Import errors during reference saving
  • Manual entry mistakes

Solutions:

  1. Manually complete reference information in details panel
  2. Check original source for complete citation data
  3. Use reference notes to add missing context
  4. Cross-reference with multiple databases for complete information
  5. Maintain quality control standards for reference collection

Integration and Workflow Issues

Problem: Notebook Features Not Working

Possible Causes:

  • JupyterLab interface loading problems
  • Browser compatibility with notebook environment
  • Insufficient browser resources

Solutions:

  1. Refresh the Notebook page completely
  2. Close other browser tabs to free up memory
  3. Try different browser - some work better with Jupyter
  4. Check browser supports modern JavaScript
  5. Refer to Jupyter documentation for specific technical issues

Problem: Export or Sharing Not Working

Possible Causes:

  • Browser security settings blocking downloads
  • File permission issues
  • Network connectivity problems

Solutions:

  1. Check browser download settings and permissions
  2. Try different export format if multiple available
  3. Use manual copy-paste as alternative
  4. Check popup blocker settings
  5. Try from different device to isolate browser issues

Getting Help and Support

Self-Service Resources

Built-in Help Features

  • API Documentation: Click “?” in top-right corner → “API Documentation”
  • Interface Tooltips: Hover over buttons and features for quick help

Online Resources

  • LitView Website: Visit https://docs.litview.org for latest updates and information
  • Documentation Updates: Check for new feature guides and tutorials
  • Community Forums: Connect with other researchers using LitView

When to Contact Support

Contact Support For:

  • Account access problems - login issues, password resets
  • Persistent technical errors - features consistently not working
  • Data loss concerns - missing projects or references
  • Institution-wide issues - deployment or access problems
  • Feature requests - suggestions for improvements
  • Billing questions - subscription or payment issues

Don’t Contact Support For:

  • Research methodology questions - these are domain-specific
  • Citation format questions - refer to style guides
  • General computer problems - browser or connectivity issues

How to Get Effective Support

Before Contacting Support

  1. Try troubleshooting steps listed in this guide
  2. Note specific error messages or unexpected behaviors
  3. Check if problem is reproducible - try again to confirm
  4. Gather relevant information - browser type, operating system, search terms used

Information to Include in Support Requests

  • Exact error messages (copy and paste if possible)
  • Steps to reproduce the problem
  • Browser and operating system information
  • Project name and search terms if relevant
  • Screenshot of problem if visual issue
  • Expected vs. actual behavior description

Response Time Expectations

  • General questions: 1-2 business days
  • Technical issues: Same day to 1 business day
  • Account problems: Within 4 hours during business hours
  • Critical institutional issues: Immediate response for enterprise customers

Support Contact Methods Email Support

  • Send detailed problem descriptions
  • Include screenshots and error messages
  • Best for complex technical issues

Preventive Best Practices

Avoiding Common Problems

Search Strategy Best Practices

  • Start simple - begin with basic keywords, then refine
  • Use consistent terminology - check how your field refers to concepts
  • Save successful searches - document what works for future reference
  • Regular search updates - periodically update searches for new literature

Browser and Technical Best Practices

  • Keep browser updated to latest stable version
  • Use recommended browsers - Chrome, Firefox work best
  • Clear cache regularly to prevent performance issues
  • Enable JavaScript and cookies for full functionality

Data Management Best Practices

  • Regular project organization - maintain clean folder structures
  • Backup important references - export or document critical citations
  • Quality control checks - verify reference completeness regularly
  • Document search strategies - maintain records of successful approaches ______________ Still having issues? Contact LitView support through the in-app help system or visit our support documentation for the most current troubleshooting guides and contact information.