> ## Documentation Index
> Fetch the complete documentation index at: https://stratengineai.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fixes for common StratEngine problems: magic links, the security check, mobile access, blocked tabs, missing decks, expired conversations and exports.

Most StratEngine problems have a quick fix: check spam for your magic link, reload the page after a failed security check, use a desktop browser, and allow pop-ups so decks and exports can open in a new tab. Find your symptom below. If nothing here helps, email [help@stratengineai.com](mailto:help@stratengineai.com).

## Sign-in

### The magic link email doesn't arrive

* Check your spam, junk and promotions folders. The sign-in page reminds you: **If not received, check your spam folder**.
* Check the email address for typos. Reload the sign-in page and request a new link.
* If your company filters incoming mail, ask IT to allow email from StratEngine.

### "We couldn't send your magic link"

The full message is **We couldn't send your magic link. Please try again. If this continues to happen, please email [help@stratengineai.com](mailto:help@stratengineai.com)**. No email was sent. Check the address for typos and click **Log In** again. If it keeps happening, email [help@stratengineai.com](mailto:help@stratengineai.com).

### "Security check failed"

The full message is **Security check failed. Please refresh the page. If this continues to happen, please email [help@stratengineai.com](mailto:help@stratengineai.com)**. It means the security check above the email field hadn't completed when you clicked **Log In**.

<Steps>
  <Step title="Reload the page">
    Refresh the sign-in page.
  </Step>

  <Step title="Wait for the check">
    Let the security check box finish before you click **Log In**. Tick its box if it asks.
  </Step>

  <Step title="Try a different setup if it keeps failing">
    Turn off browser extensions that block scripts or trackers for StratEngine, or try another browser. If it still fails, email [help@stratengineai.com](mailto:help@stratengineai.com).
  </Step>
</Steps>

### "This application is only available on desktop"

StratEngine runs on desktop browsers only. On a phone or tablet, the sign-in page shows **This application is only available on desktop.** Enter your email and click **Send** to get a link you can open later on a computer. See [Sign in](/docs/account/sign-in#signing-in-from-a-phone-or-tablet).

## A new tab or window doesn't open

Several actions open a new browser tab or window: **View Deck**, **Generate Deck** when it finishes, **View in Browser**, **Export to Docs** when it finishes, **Open in New Tab** on a memo, the billing portal, and the window for connecting cloud storage. If your browser blocks pop-ups for StratEngine, nothing appears to happen.

<Steps>
  <Step title="Look for the blocked pop-up icon">
    Most browsers show a small icon at the right end of the address bar when they block a pop-up.
  </Step>

  <Step title="Allow pop-ups for StratEngine">
    Click the icon and choose to always allow pop-ups from `app.stratengineai.com`.
  </Step>

  <Step title="Click the button again">
    Repeat the action. For a deck you just generated, click **View Deck** instead of generating again.
  </Step>
</Steps>

When connecting storage is blocked, StratEngine says **Connection cancelled or popup blocked**.

## Decks

### "Deck not found. Please regenerate the deck."

StratEngine couldn't load the saved deck for this strategy brief. Click **Regenerate Deck** in the document toolbar to build it again. See [Generate a deck](/docs/strategy/decks/generate).

### The deck has an Outdated badge

The brief changed after the deck was built. StratEngine never rebuilds decks on its own; click **Regenerate Deck** when you want the update. See [Outdated decks](/docs/strategy/decks/outdated).

### "Deck generation failed"

Wait a few minutes and try again, as the message suggests. If it keeps failing, [contact support](/docs/account/contact) with the brief's name.

## Strategy Builder

### "This conversation expired"

If you see **This conversation expired** after confirming or declining a decision in the Strategy Builder, StratEngine no longer has that conversation in progress. It can't be resumed. Click **Start over** at the top of the Strategy Builder and confirm to begin a new conversation. See [Review a decision before it is computed](/docs/strategy/decision-review).

## Exports

### Export to Docs asks you to connect storage

That's expected the first time. **Export to Docs** needs an export destination. If you don't have one, it opens the storage provider window first; connect your provider and the export continues. See [Connect cloud storage](/docs/account/connections).

### "There was an error connecting your destination"

The storage connection didn't complete: the window was closed early, sign-in was cancelled, or the pop-up was blocked. Allow pop-ups for StratEngine and try again. You can also connect ahead of time in **Settings** under **Export destination**.

### "There was an error processing this request"

The export itself failed after the connection was found. Try again. If it keeps failing:

* In **Settings**, check that your export destination's row under **Connected providers** has a green dot. If it's red, it needs to be disconnected (by an admin) and connected again.
* Make sure you still have access to that storage account and that it isn't full.

### A memo shows Connect Destination instead of Export to Destination

You don't have an export destination yet. Click **Connect Destination** on the memo, or connect one in **Settings**. See [Export memos](/docs/vc/export-memos).

### I can't find my exported file

Strategy briefs and research reports go to `StratEngine/Strategy Briefs/` in your storage. Memos go to `StratEngine/Pitch Analyses/`. Both folders are inside your export folder if you chose one. After **Export to Docs** finishes, a **View Doc** link appears next to the button. See [Connect cloud storage](/docs/account/connections#what-gets-exported-where).

## Still stuck

Email [help@stratengineai.com](mailto:help@stratengineai.com). Include what you clicked, the exact message you saw, and the version number at the bottom of the side menu. See [Contact support](/docs/account/contact).

## Related

* [Sign in](/docs/account/sign-in)
* [Connect cloud storage](/docs/account/connections)
* [FAQ](/docs/account/faq)
* [Contact support](/docs/account/contact)


## Related topics

- [Contact support](/docs/account/contact.md)
- [Sign in](/docs/account/sign-in.md)
- [Read an investment memo](/docs/vc/read-memo.md)
- [FAQ](/docs/account/faq.md)
- [Review a decision before it is computed](/docs/strategy/decision-review.md)


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