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Common Redaction Issues & How to Fix Them

Quick solutions to the most common issues with exports, verification, and detection.

Last updated: 15 January 2025

Export Issues

Issue Cause Solution
Export fails or times out Large document or slow device Try a smaller document or use a more powerful device. Close other browser tabs.
PDF is watermarked Guest tier or lapsed subscription Upgrade to Lite, Pro, or Team tier for watermark-free exports.
No ZIP file, just PDF Guest tier export Upgrade to a paid tier to get verification certificates.
Text not searchable after export OCR not included in tier OCR is included in Pro and Team tiers for text layer restoration.

Verification Issues

Issue Cause Solution
"Signature invalid" error verification.json was modified Request the original, unmodified verification.json from the sender.
"Document hash mismatch" PDF was modified after export The PDF has been altered. Request the original redacted PDF.
"Certificate not found" Invalid certificate ID Double-check the certificate ID. It should start with "rp_".
QR code won't scan Low resolution or damage Use the verification.json file instead, or visit redactproof.com/verify manually.

Detection Issues

Issue Cause Solution
AI not detecting anything Guest tier or model loading failed Ensure you're logged in with a paid tier. Refresh the page if model failed to load.
False positives (wrong detections) AI interpretation Click dismiss (x) on false positives. The AI learns from common patterns.
Missed sensitive info Unusual formatting or handwriting Add manual redactions by selecting text or drawing boxes.
Slow detection Large document or slow device Processing happens in your browser. Try a more powerful device or split large documents.

Browser Compatibility

RedactProof works best on modern browsers:

  • Chrome (recommended) - version 90+
  • Firefox - version 90+
  • Safari - version 14+
  • Edge - version 90+

Note: Internet Explorer is not supported. Mobile browsers have limited functionality due to file handling restrictions.

Still Need Help?

If you're experiencing an issue not covered here, contact our support team:

  • Email: support@redactproof.com
  • Include your browser version and a description of the issue
  • Screenshots are helpful if you're seeing error messages

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