How to use this guide
Find the symptom below, confirm the cause, and follow the fix. Most StretchDocs errors come with a clear message; the headings here match what you're likely to see.
Access problems
"You do not have access to this workspace app." Your organization membership doesn't include the Docs app. 1. Ask an organization owner or admin to open Members and grant you Docs. 2. Reload StretchSuite. Docs will appear in your launcher.
"You are not a member of the requested workspace." You're trying to open documents in an organization you don't belong to. 1. Check which organization you're signed into. 2. Switch to the correct organization and try again.
"A workspace user is required" or "Unable to verify workspace access." Your session is missing, expired, or the membership check is temporarily unavailable. 1. Sign out and back in to refresh your session. 2. If it persists, wait a moment and retry — the check may be briefly unavailable.
Document not found
"StretchDocs document was not found." The document doesn't exist in your organization, or the link points to another organization's document (documents are strictly org-scoped). 1. Confirm you're in the right organization. 2. Search the library by title rather than using an old link. 3. If it was archived, filter by status = Archived — it may simply be out of the active view.
Saving and versioning
My save failed or a change didn't stick StretchDocs uses optimistic versioning: it expects the version you opened to still be current when you save. If someone else saved in between, your save can be rejected to prevent silently overwriting their work. 1. Reload the document to pull the latest version. 2. Reapply your change on top of the current content. 3. Save again. To avoid this during heavy collaboration, coordinate with presence cursors and use suggestions for contested edits.
"Unable to save the document content." The content payload couldn't be committed. 1. Reload and retry. 2. Ensure you're still signed in (an expired session can block saves). 3. If you were pasting large or complex content, try again — unsafe markup is stripped, which is expected.
Some formatting vanished after saving
This is by design. StretchDocs removes unsafe markup — scripts, iframes, embedded objects, inline event handlers, and javascript: links — on every save. Re-enter the content as text or standard formatting (headings, lists, quotes).
Real-time collaboration
I don't see other people in the document 1. Confirm you and your teammate are in the same document and organization. 2. Reload — presence updates continuously and reconnects on reload. 3. Remember presence auto-clears after ~45 seconds of inactivity, so idle collaborators drop off until they interact again.
"Unable to mint realtime room token." The live collaboration connection couldn't be established. 1. Reload the document. 2. If it persists, the shared real-time service may be briefly unavailable — you can keep editing and saving normally; live presence will resume when the service recovers.
Templates
A template isn't available Templates are shared platform starters. If none appear: 1. Reload StretchDocs. 2. If the list is still empty, the template service may be briefly unavailable — you can still create a blank document and add structure manually.
Document Intelligence and AI
"StretchDocs engine is not enabled." Document Intelligence analysis runs on an analysis engine that must be turned on for your organization. 1. Ask your administrator whether analysis is enabled for your plan. 2. Until it's on, use the editor's headings and structure guidance manually; everything else in StretchDocs works normally.
Analysis returns an input error Analysis needs real text. 1. Make sure the document has content, or paste non-empty text if analyzing ad-hoc. 2. If you're analyzing a stored document, confirm it opens and has body text.
The AI summary option is missing or returns nothing 1. The AI layer may not be enabled for your organization — ask your administrator. 2. An empty result usually means the document had too little text; add content and retry.
When to contact support
Contact StretchSuite support from the help menu if:
- an error persists after reloading and re-signing in,
- a document appears genuinely lost (not just archived) in your own organization, or
- you need a document permanently purged for compliance reasons (the workspace archives rather than destroys by default).
Include the document title, your organization, the exact error message, and the time it happened — it makes diagnosis far faster.
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