Troubleshooting

Sevrel Can't Find Your Document

When no indexed document matches your question, Sevrel says it doesn't have verified information rather than guessing — sometimes answering from web search instead, where that is enabled. When it has neither, no sources panel appears below the answer. If that happens, try these approaches:

• 1.Rephrase your question. Use different terms — if “OpEx breakdown” doesn't work, try “operating expense budget” or “property expenses.”
• 2.Check the property name. Make sure you're using the exact property name as it appears in your connected document source (Egnyte, Google Drive, or your uploaded files). “Maple Crossing” vs “Maple Crossing Plaza” matters.
• 3.Verify the document exists. Browse your connected document library to confirm the document is in a folder that Sevrel has access to.
• 4.Be more specific. Broad queries like “tell me about leases” are harder to match. Try “what is the lease term for [tenant] at [property]?”

Slow Responses

Response times depend on the complexity of your query and which model tier the request was routed to. Typical causes of slower responses:

• Complex queries — multi-document comparisons take longer because Sevrel needs to search, read, and synthesize more content
• Deep-reasoning tier — the deep tier produces the most thorough answers but takes longer than the fast or standard tiers
• Large documents — very large files (100+ page PDFs) take longer to extract and process

Fix: For faster responses, break complex questions into simpler, focused queries so they can be handled by the faster model tiers.

Document Not Appearing in Results

If a specific document isn't showing up when you expect it to:

• Confirm the file is in a folder Sevrel is configured to index — files in personal or unshared folders may not be accessible
• Check the file format — Sevrel extracts text from PDF, DOCX/DOC, XLSX/XLS, CSV, and plain-text files, and also accepts images (JPG, PNG, GIF, WEBP, BMP). Scanned pages and images are read by OCR where possible, but a low-quality scan can still produce no searchable text
• A newly added or changed file in Egnyte or Google Drive is normally searchable within about ten minutes — Sevrel polls those sources' change feeds on a ten-minute cycle. Anything the change feed misses is picked up by the nightly re-index, so wait until the next day before reporting it as missing. A file you upload directly into Sevrel is searchable by name and keyword as soon as the upload finishes; it joins the semantic index on the next re-index pass
• Try searching for the exact file name: “find the file named [exact filename]”

Inaccurate or Unexpected Answers

If an answer doesn't match what you expected:

• Check the sources. Open the “N sources referenced” panel below the answer to see exactly which documents Sevrel used, and select a source to preview the file. Sevrel may have found a different version of the document than you expected.
• Multiple versions. If your document library contains multiple versions of a document (e.g., draft and final lease), Sevrel may cite an older version. Be specific about which version you need.
• Deep-reasoning tier. Sevrel routes a question to the deep-reasoning tier when it signals legal or large-stakes financial complexity — contract and lease-clause analysis, liability or exposure questions involving large dollar amounts, drafting formal documents (LOI, lease amendment, estoppel, guaranty), and multi-step underwriting or financial models. Naming the stakes explicitly is what tends to escalate a query; generic verbs like “analyze” or “compare” do not — cross-property comparisons run on the standard tier.
• Rephrase the question. Different wording can lead to different document matches and better answers.

Session Expired

If you see a “session expired” message, simply sign in again. Sessions are time-limited for security. Your conversation history is preserved — you won't lose previous queries and responses.

Still Need Help?

If none of the above resolves your issue, contact the Sevrel support team:

You can also file a request from inside Sevrel under Support, which records the issue against your account. Report suspected security issues to [email protected] and data or privacy requests to [email protected].