Troubleshooting and support
Resolve common issues, find product updates, or reach the ORE helpdesk.
Start with the visible error and the location where it occurred. Avoid duplicate accounts, repeated uploads, or broader permissions as shortcuts.
I cannot find a file
Check the signed-in account and workspace. Clear overly narrow filters and try a shorter search. If you have a direct URL, open it and note the message. Ask the owner to check the file's availability and your access; an empty search result does not confirm restricted content exists.
My upload is pending or failed
Pending means review is still required where the destination requires approval. Contact an appropriate approver; processing completion does not imply approval.
For a failed upload, record the error and which files succeeded. Resolve the displayed size, format, or scanning issue before retrying. Never bypass malware scanning by changing an extension.
The preview or AI answer is missing
Preview generation and indexing may still be running after upload. Check the existing file before uploading a duplicate. Some formats have no inline preview.
An AI answer is generated assistance, not an authoritative source. Open citations and validate the supporting passage. If sources are missing or incorrect, report the question and source URL without sending restricted content in email.
Product updates
The Maestro release-notes site is the source for shipped changes. This documentation explains workflows; it does not replace release notes or promise that every feature is enabled in every environment.
Contact the ORE helpdesk
Email ore-support@bcore.com with:
- The affected environment and page URL.
- What you expected and what happened.
- The exact displayed error and approximate time, including time zone.
- Browser details and a redacted screenshot if permitted by your policy.
Never send passwords, verification codes, access tokens, session cookies, or sensitive documents. For security incidents, use your organization's incident-response process in addition to ordinary support.