Support Center

How can we help?

Find answers to common questions, understand error messages, or reach out to our team directly.

Email Support

info@orientrix.org

Director

director@orientrix.org

Documentation

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Understanding Error Messages

If you encountered an error during rubric generation or evaluation, find your error type below.

Service Temporarily Busy

rate_limit

Our AI service is experiencing high demand. Your request has been queued and will be processed automatically. No action is needed — just wait a few minutes.

This usually resolves within 2–5 minutes. If it persists beyond 15 minutes, contact support.

Processing Took Too Long

timeout

Your document took longer than expected to process. This can happen with very large or complex PDFs.

Try again — the system will retry automatically. If the issue persists, try uploading a smaller or clearer PDF.

PDF Could Not Be Read

pdf_error

We were unable to read your uploaded PDF. The file may be corrupted, password-protected, or in an unsupported format.

Re-upload the PDF. Ensure it is not password-protected and is a standard PDF format. Scanned documents work best.

AI Service Unavailable

ai_service_error

Our AI processing service is temporarily unavailable. This is usually a brief outage on our infrastructure side.

Wait a few minutes and try again. If the issue persists, contact support with your error reference ID.

Rubric Not Found

rubric_missing

The rubric for this question paper could not be found. It may not have been generated yet, or generation may have failed.

Go to the question paper and regenerate the rubric. If the problem persists, contact support.

Resource Not Found

not_found

The requested item (question paper, answer sheet, or batch) could not be found in our system.

Verify the link is correct. If you believe this is an error, contact support with the item ID.

Answer Sheet Too Long to Process

output_truncated

The AI response for this document exceeded the maximum output size, so the evaluation was stopped instead of producing incomplete marks. This can happen with very long papers or very detailed answers.

Retry the evaluation. If it fails again, split the answer sheet into smaller PDFs or contact support — no marks were recorded for this sheet.

Something Went Wrong

internal_error

An unexpected error occurred while processing your request. Our team has been automatically notified.

Try again in a few minutes. If the issue persists, contact support with your error reference ID.

Frequently Asked Questions

Quick answers to the most common questions.

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