Troubleshoot Insights
Resolve Insights access, report-import, report-state, look-through, completeness, and extraction problems.
Use the organization, report subject, report state, and source period to isolate an Insights problem before changing reporting data.
Insights does not open
Confirm that you are signed in and that the current account belongs to the organization in the URL. Opening https://insights.infra.one should show the organization selector; choosing an organization opens its Periodic reports page.
A known organization slug is not sufficient without membership. Ask an organization admin to verify the account rather than sharing another person’s session or report link.
A report or subject is missing
- Clear Search by fund or company… and remove Source, Status, or Type filters.
- Confirm the intended organization in the header.
- In Create periodic report, check Fund type before searching.
- A platform fund in Pending or Draft state is excluded from this search, and the fund must have a reporting frequency before it appears.
- A report from another organization is intentionally unavailable.
A report cannot be created
Save requires a subject, reporting frequency, year, period, and at least one document. The selected year and period must be valid for the frequency, and the same subject cannot have a second report for an identical year, frequency, and period.
If Insights reports Could not process the uploaded files, keep the source files unchanged and retry with an approved supported copy. If it warns that identical contents exist elsewhere in the organization, compare both report records before deciding which one to keep.
If AI processing shows a disabled feature notice instead of extraction controls, AI features are not enabled for this deployment. Contact support; do not try to change deployment configuration from a customer workflow.
An email attachment is missing
Email ingestion skips inline attachments, files larger than 25 MiB, and attachments whose extension is not .pdf, .txt, .md, .xlsx, .xlsm, .pptx, .odt, .ods, or .odp. A message body longer than 50 characters after trimming is processed separately. Keep the original message and use an approved supported attachment when the missing file is needed.
Edit periodic report does not open
Only Draft reports open in the edit route. Closed and Cancelled reports remain reviewable but cannot be edited through Edit periodic report. Confirm the state on the report page. Status corrections are currently support-assisted rather than a documented customer procedure.
Valuation or sharing controls are missing
The supported Value flow opens for fund and portfolio-fund reports. A portfolio-fund detail also shows Record valuations and Investment report.
Do not use the Record valuations control on a portfolio-company report. Although the control can render there at the current product revision, the valuation page cannot initialize that reporting subject.
Removing a company, managing shared links, and opening the Sharing tab require the portfolio-management capability. A user without it is returned to the report with an authorization message. Ask an organization admin to review the role; do not reuse another person’s shared link.
A look-through report has no rows
Check Year, Frequency, Period, and Max depth, then select Apply. Max depth must be from 1 through 20. Widen Rows, Row type, Source, or Markup. If Fallback is Exact only, the view will not substitute an older report.
The page shows The request could not be generated when the period or depth request is invalid, and No rows match the current filters when the request is valid but filters remove every row.
Completeness audit shows a gap
The audit reports source data; it does not create or edit reporting records itself.
- Missing reports links to the report import flow.
- Missing marks links to the existing report that needs valuation data.
- Missing inception links to the source fund record when one is available.
- Non-quarterly cadence explains why a cell does not follow the standard quarterly pattern.
Email or PDF extraction is not ready
Waiting to be processed… and Processing… are active states. Do not create an article until the extraction reaches Completed and you have checked its items against the original email or PDF.
If a PDF already has an extraction, Extract again creates another record. Use it only when the source or earlier result justifies a new run.