Troubleshooting

Activation problems

This key is already active on the maximum number of Macs: unlink a Mac, then activate again.
That looks like an API key, not a license key: paste the license key from your purchase email.
That key isn't valid: copy the key again from your purchase email.
That license key is for a different product: use the PDF Pals key from your purchase email.
That key was disabled after a refund: email us if that's a mistake.
A network error, or The trial couldn't be started: check your internet connection and try again.

Renewed, but the date in Settings ▸ License hasn't changed? Click Refresh there.

To check a provider, right-click it in Settings ▸ AI Providers and choose Test Connection.

Check the credentials for this provider: copy the whole API key again. A new key can take a few minutes to work.
This provider account is out of credits or quota: add credits or billing with the provider.
The provider rate limit was reached: wait and try again, or switch models.
The provider couldn't find this model or address: check the model ID and Base URL. Many servers need /v1 at the end.
Could not connect to the provider: check your connection, or that your local server is running.
The provider rejected the request. Check the model and context limit: pick a model with a larger context, or lower the chat context limit.
Local mode is on, so cloud AI providers are off: switch to a local model, or turn off Local mode in Settings ▸ Models.
Choose an answer model in Settings ▸ Models: download a local model or add a provider.
The local model could not start. Check available memory, then try again: quit other apps, or use a smaller model.
An answer stops in the middle: click Continue Generating.

There isn't enough free disk space for this model: you need the model's size plus 2 GB free.
The download stopped or failed: click Download again. It resumes.
The model file did not pass its size and SHA-256 checks: download it again.
Download is greyed out: the model is Too large for this Mac. Pick a smaller one.
This model needs a Hugging Face sign-in: choose another model.
Couldn't reach Hugging Face: check your connection.

Click Activity in the library toolbar. Documents under Needs attention have a fix button.

File not found: choose Locate File… and point PDF Pals to the file.
This PDF is locked or damaged: remove its password or check it opens in Preview, then re-index.
This file is password-protected: add a copy without the password.
No readable text found in this document, even with OCR: the pages may be blank or unreadable.
Most of the document has unreadable text: choose Re-index with OCR…. See OCR.
This book is DRM-protected: it can't be opened.
This EPUB uses a fixed page layout: comics and picture books aren't supported yet.
This document is already in your Library: it's in Documents.
Couldn't index (document) with (service): choose Switch to Local Embeddings.
Changed since indexed: choose Re-index.