Troubleshooting

Solutions to common issues, errors, and technical problems on Majormatic.

⚠️

Common Errors

Below are the most frequently encountered error messages and their solutions.

E422_INVALID_INPUT Input validation failed

What it means: One or more input fields do not meet the app's declared requirements. The execution has not started and no balance has been deducted from your wallet.

How to fix: Review the highlighted fields. Ensure all required fields are filled, text lengths are within limits, and uploaded files are in accepted formats.

E429_RATE_LIMIT Execution limit reached

What it means: You have used your available execution quota or wallet balance.

How to fix: Top up your wallet or move to a higher entitlement tier. See billing help for details.

E400_VALIDATION Output validation failed

What it means: The execution completed but the output did not pass the app's result schema validation. GEOS blocked delivery before the output reached you. This execution will not be charged.

How to fix: Try re-running the app. If the error persists, contact support with the execution ID shown in the error message.

E404_NOT_FOUND App unavailable

What it means: The app you selected cannot be found in Appstream, is temporarily unavailable, or has been suspended pending review.

How to fix: Try again later. If the app remains unavailable, contact support for status information.

E401_UNAUTHENTICATED Session expired

What it means: Your session has expired or you are not authenticated. GEOS requires a valid identity context for every execution — no execution proceeds without it.

How to fix: Log out and log back in to establish a new session.

E403_UNAUTHORIZED Insufficient permissions

What it means: You are authenticated but do not hold the required permission for this action (for example, run.execute or run.acknowledge). Permissions are enforced by the Kernel at every step.

How to fix: Contact your account administrator to review your role permissions, or contact support if you believe you should have access.

E429_RATE_LIMIT Rate limit exceeded

What it means: Too many requests have been made in a short period. Rate limits apply per account across the API and the Workspace.

How to fix: Wait a few minutes before trying again. If you are using the API, implement exponential backoff in your integration.

E422_INVALID_INPUT File too large

What it means: An uploaded file exceeds the maximum allowed size. Files are validated by the Ingestion Pipeline before they can be referenced in an execution.

How to fix: Reduce the file size or split the document. The maximum file size per upload is displayed in the app's input requirements.

E422_INVALID_INPUT Unsupported file type

What it means: The uploaded file format is not supported by this app. The Ingestion Pipeline only accepts formats declared in the app's input schema.

How to fix: Convert your file to a supported format. Accepted formats are listed in the app's input description (typically PDF, DOCX, or plain text).

E502_PROVIDER_FAILURE External provider failure

What it means: An external AI provider or API used by the app returned an error or was unreachable. The execution was halted by GEOS. No charge is applied.

How to fix: Try again after a short wait. If this error persists, contact support with the execution ID.

E504_TIMEOUT Execution timed out

What it means: The execution exceeded the allowed time limit. The run was stopped by GEOS. No charge is applied for timed-out executions.

How to fix: Try re-running the app. If inputs include large documents, consider splitting them. Contact support if the issue persists.

E500_INTERNAL Internal platform error

What it means: An unexpected error occurred within the platform. No charge is applied. The execution ID is recorded in the audit trace for investigation.

How to fix: Try again. If the error recurs, contact support with the execution ID and the approximate time of the error.

⚡

Execution Issues

Execution appears stuck or taking too long

Most executions complete within 30–120 seconds. Complex apps may take longer.

  • Wait at least 5 minutes before taking action
  • Do not close or refresh the browser tab during execution — doing so may interrupt the display, but will not result in a duplicate charge
  • Check your internet connection is stable
  • If the execution shows no progress after 10 minutes, navigate to Workspace to check its status
  • If it shows as failed due to a platform error, no charge will have been applied — you may retry the execution
  • If you choose to re-run an execution, this counts as a new execution and the per-run fee will be shown before you confirm

Execution failed with no error message

  • Navigate to Workspace and find the failed execution
  • Click the entry to view the full execution log
  • Note the execution ID from the log
  • Contact support with the execution ID for investigation
Note: Failed executions are never charged against your wallet balance.

Output quality is lower than expected

  • Review your inputs — more detailed, higher quality inputs produce better outputs
  • Ensure uploaded documents are clear and well-formatted
  • Check that you have selected the correct app for your specific task
  • Read the app description for guidance on optimal input preparation
  • If you believe there is a systematic quality issue, report it via support

Cannot acknowledge output

  • Ensure you are logged in with an account that has Executor or Admin permissions
  • Check that the output is still in draft status — acknowledged outputs cannot be re-acknowledged
  • Try refreshing the page
  • If the Acknowledge button is greyed out, check your account's role permissions with your administrator
🐢

Performance Issues

Pages load slowly

  • Check your internet connection speed
  • Clear your browser cache and cookies
  • Try a different browser or an incognito/private window
  • Disable browser extensions that may interfere with page loading
  • Check the status page for any known platform issues

Search is not returning results

  • Ensure you have typed at least 2 characters
  • Try different or simpler search terms
  • Hard refresh the page using Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
  • Clear browser cache and reload

File uploads are failing or timing out

  • Check the file size is within the allowed limit
  • Ensure the file format is supported
  • Try a different browser
  • Check your internet connection — large file uploads require a stable connection
  • Try compressing the file if it is close to the size limit
🌐

Browser Compatibility

Majormatic supports all modern browsers. We recommend keeping your browser up to date for the best experience.

Chrome
Version 90+
✓ Fully supported
Firefox
Version 88+
✓ Fully supported
Safari
Version 14+
✓ Fully supported
Edge
Version 90+
✓ Fully supported
Opera
Recent versions
~ Mostly supported
Internet Explorer
All versions
✗ Not supported

If the platform does not display correctly

  • Update your browser to the latest version
  • Disable browser extensions, particularly ad blockers or script blockers
  • Try an incognito or private browsing window
  • Ensure JavaScript is enabled in your browser settings
  • Clear browser cache and cookies, then reload
🔐

Account Access

Cannot log in

  • Double-check your email address and password
  • Use Forgot Password on the login page to reset your password
  • Check your spam folder for the password reset email
  • Ensure your account has not been suspended — check for a suspension notice email
  • If using SSO, contact your organisation's IT administrator

Lost access to multi-factor authentication

  • Use one of your saved backup codes to log in
  • If you no longer have backup codes, contact support to verify your identity and reset MFA
Important: Store your MFA backup codes securely when you set up two-factor authentication. They are the only recovery option if you lose access to your authenticator app.

Team member cannot access the account

  • Confirm the invitation email was received and the account was activated
  • Check the member's role has the required permissions for their task
  • Verify the organisation has not exceeded its seat limit for the current entitlement level
  • Re-send the invitation from Account Settings → Team if needed
🔌

API Issues

API returning 401 Unauthorised

  • Verify your API key is correct and has not been revoked
  • Ensure the key is included in the Authorization: Bearer header
  • Check the key has not expired if you set an expiry date
  • Generate a new key from Account Settings → API Keys if needed

API returning 429 Too Many Requests

  • You have exceeded the rate limit for your current entitlement level
  • Implement exponential backoff and retry logic in your integration
  • Reduce the frequency of API calls
  • Consider moving to a higher entitlement tier if your usage consistently exceeds your limits

Event notifications not being received

  • If you are integrating Majormatic via the developer API, ensure your endpoint can receive secure event notifications
  • Verify your endpoint URL is correct and publicly accessible
  • Check your server is returning a 200 response to acknowledge receipt
  • Ensure your server's SSL certificate is valid
  • Check firewall rules are not blocking incoming requests from the platform
  • Refer to the developer documentation for integration event handling guidance
Developer documentation →

Still Stuck?

If you cannot find the solution here, our support team is ready to help.

Contact Support View FAQ

When contacting support, include the error message, execution ID (if applicable), and your browser version. This helps us resolve issues faster.

Related Help

How-To Guides

Step-by-step instructions for all platform tasks

Read guides →

Account Help

Profile, security, and team management

Manage account →

Billing Help

Wallet balance, payments, and execution usage

Billing help →

Issue Not Listed Here?

Our support team investigates all reported issues and works to resolve them quickly.

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