Troubleshooting Guide

Having trouble? Don't worry - most issues have simple solutions. Here are the most common problems and how to fix them.

Upload Problems

My ZIP file won't upload

Try these fixes:

• Make sure your file isn't too large - try splitting it into smaller ZIPs
• Refresh your browser (Ctrl+F5 or Cmd+Shift+R)
• Try a different browser (Chrome or Firefox work best)
• Check your internet connection

If the ZIP file seems corrupted, just recreate it and try again.

I uploaded files but can't find them

Here's the thing: SmartAdd doesn't automatically organize your files. After uploading, you need to:

1. Look in the input list on the left - your files are there
2. Create samples and reactions using the buttons
3. Drag files from the left panel to the right tree

warning

Files that stay in the input list won't be exported! Make sure to drag everything you need to the assignment tree.

Editing Problems

I can't edit anything

Make sure you're clicking on an actual item (like a sample or reaction), not a folder. The properties panel should appear on the right when you select something.

If fields still look grayed out, try refreshing your browser or updating to the latest version.

My changes disappear

This usually happens when you switch to another item too quickly. To save your edits:

• Press Enter or Tab after typing
• Click outside the field
• Wait a moment before clicking somewhere else

SMILES validation shows errors

The easiest fix: use a molecular structure editor like Ketcher or ChemDraw to generate valid SMILES, then copy and paste into SmartAdd.

Common SMILES mistakes to avoid:

• Mismatched brackets or parentheses
• Typos in atom symbols
• Unclosed rings

Export Issues

Download button doesn't work

First, check if your browser is blocking the download:

• Look for a notification about blocked pop-ups
• Check your browser's download settings
• Try disabling ad blockers temporarily
• Use incognito/private mode

My export is missing data

This is the most common issue!

Before exporting, check:

• Did you drag all files from the input list (left) to the assignment tree (right)?
• Are all your samples and reactions created?
• Expand the tree nodes - can you see all your files attached?

Remember: Only files in the assignment tree get exported!

Direct upload to Chemotion isn't working

Connection problems:

• Double-check the server URL (should start with https://)
• Make sure you're on the right network (VPN if needed)
• Test the URL in your browser first

Login issues:

• Usernames and passwords are case-sensitive
• Try logging into Chemotion directly to verify your credentials
• Contact your Chemotion administrator if you're sure the credentials are correct

Upload fails or times out:

• Your collection might be too large - try breaking it into smaller batches
• Check your network connection
• As a backup, use "Download as ZIP" and import manually

Performance Issues

SmartAdd is running slow

Quick fixes:

• Close other browser tabs
• Clear your browser cache
• Restart your browser
• For very large projects (100+ samples), work in smaller batches

Display looks weird

• Reset your browser zoom to 100% (Ctrl+0 or Cmd+0)
• Make sure your browser window is large enough
• Try refreshing the page

Still Stuck?

Quick fixes to try first:

1. Refresh the page
2. Clear your browser cache
3. Try a different browser
4. Check the video tutorial for visual guidance

Need more help?

When reaching out for support, it helps to include:

• What browser you're using
• What you were trying to do
• Any error messages you see (screenshots are great!)
• An example file if relevant

Quick Reference

Problem	Quick Fix
Upload stuck	Refresh page, try smaller files
Can't find uploaded files	Check input list (left panel)
Export is empty	Drag files from input list to assignment tree
Can't edit fields	Click on an actual item, not a folder
Changes don't save	Press Enter or click outside field first
Invalid SMILES	Use Ketcher or ChemDraw to generate valid SMILES
Download blocked	Check pop-up blocker settings
Can't login to Chemotion	Verify credentials are case-sensitive and correct
App running slow	Close browser tabs, clear cache

tip

Most problems can be solved with a simple refresh or by making sure files are dragged from the input list to the assignment tree!