Troubleshooting

This page covers common problems. Sift support can help when a message is unclear. A useful support request describes what happened and includes the message shown on screen. Confidential case documents and full license keys are not needed in an initial message.

Sift Will Not Open

A download must match the computer it is used on. The download page lists the supported computers.

On a Mac, Sift is intended to run from the Applications folder. On Windows, the installer sets up Sift for the current user. Linux setup can vary by computer. An unfamiliar security warning or installation error is a good reason to ask for help.

Activation Did Not Finish

Activation needs an internet connection and the correct license key. One license allows one active computer. An old computer may still be using the license.

A connection can stop after a request has been sent. Repeated attempts can make that situation more confusing. Support can check what happened without changing your cases.

A message about locked or unavailable license storage refers to your computer’s security settings. It does not mean your case documents are damaged. Support can help with the specific message.

A Document Says Pending

Pending means Sift has the document but has not finished making it searchable. The illustrated preparation steps show how to prepare it.

Sift Cannot Read Part of a Document

Scans, pictures, and unusual page layouts sometimes leave words unreadable. Password-protected or damaged files can also cause problems. The Sources instructions show where the document’s warnings appear.

A clearer copy may help. Sift preserves the original document so the missing area can still be reviewed directly.

A Search Has No Results

Common causes include different wording, a selected document or speaker limit, or a document that is still pending.

Exact Text Search works best with a short phrase whose spelling is known. Semantic Search can find related wording. The search controls can broaden or narrow what appears.

No results does not prove that the information is absent from the case. Unreadable words and unexpected wording can both hide relevant material.

An Imported or Older Case Needs Preparation

The original documents remain in the case. The preparation steps make pending documents ready for search. A routine Sift update normally leaves prepared cases ready to use.

An Exported Case Asks for a Password

The password was chosen by the person who exported the file. It is not the Sift license key or the password for a Polar account. Sift cannot recover a forgotten export password.