Troubleshooting

Quick fixes for the issues that come up most often. If none of these solve it, email support@cecanvas.com with what you were doing and what you saw.

EVA and drafting

EVA returned an empty field, or said it wasn’t certain. This is intended behaviour, not a fault. EVA only drafts from what it can ground in your materials — see Working with EVA. Add the missing information to Project Context or upload the relevant document, then draft again.

A draft or analysis is taking a long time. Larger drafts (a full canvas, synthesis, or a report section) take longer than a single field. If a request appears to stall, give it a moment, then try again — EVA retries and falls back automatically if a model is slow. If it keeps failing, draft one section at a time instead of the full bulk run.

A canvas section wouldn’t draft in the bulk run. A few sections are meant to be edited directly rather than bulk-drafted (for example, the ones that need your specific stakeholder or approach input). In the Draft with EVA picker these show as “Edit directly”. Open the section and use its own draft or edit controls. See Engagement Canvas.

EVA’s answer doesn’t reflect a change I just made. EVA reads your saved project state. Make sure the change was saved, then start a fresh question. If you edited a document, ensure the section was saved (not left in an unsaved draft).

Uploads and results

My file won’t upload to Results. Check the capture medium and format. In Add Result, choose the medium first — spreadsheet (CSV/Excel), document, images, audio/video, or paste/type text — and use a supported file type for that medium. Very large files may need to be split.

Coverage looks empty even though I’ve added results. Coverage is calculated from results linked to engagement activities. If nothing is linked, coverage has nothing to measure — link your results to the relevant activities. See Results.

My Typeform responses aren’t syncing. This usually means the connection needs re-authorising (an expired or revoked token). Reconnect the Typeform integration in the organisation’s integration settings. If it still fails, disconnect and reconnect the source.

Analysis says it failed. Re-run the analysis from the results workspace. If it fails repeatedly on one result, check that the content actually contains readable responses (an empty or image-only file has nothing to analyse — use the correct medium for that content).

Access and permissions

I can’t invite someone as an Owner. Owner isn’t an invitable role — you can invite people as Admin or Member. Ownership is managed separately. See Roles and Permissions.

A team member can’t see a project. Project access follows roles. Organisation owners and admins see all projects automatically; members need to be added to the specific project (or be given an org admin role). See Roles and Permissions.

I can’t reach Authentication / SSO settings. Only an organisation owner or admin can open Organisation Settings → Authentication. If the menu isn’t there, your role doesn’t have access.

Sign-in

My single sign-on isn’t working. See the troubleshooting table in Single Sign-On — the most common causes are a domain mismatch or no provider found for your email domain. Use Verify now in the SSO settings to re-check the connection.

My session expired and I was signed out. Sign in again. If you were mid-edit, your saved sections are retained; unsaved draft text in an open editor may need to be re-entered.

Still stuck? Email support@cecanvas.com with your organisation, the project, and a short description of what happened — screenshots help.