Troubleshooting & FAQ
Solutions to common issues and answers to frequently asked questions.
Common Issues
App shows white screen
A white screen usually indicates a rendering issue or corrupted cache.
Solutions:
- Close and restart the app
- If issue persists, go to Settings > Advanced > Clear Cache
- As a last resort, reset vault in Settings > Security > Reset Vault
Forgot PIN
If you've forgotten your 6-digit PIN, you can recover using your recovery phrase.
Solution:
- Click "Forgot PIN?" on the unlock screen
- Enter your 24-word recovery phrase
- Create a new PIN
Lost recovery phrase
The recovery phrase is the only way to recover your vault if you forget your PIN.
If vault is currently unlocked:
- Go to Settings > Security
- Click "View Recovery Phrase"
- Enter your PIN to reveal it
- Write it down and store safely
Files not processing
Files may fail to process for several reasons.
Check:
- File size is within limits (PDF: 50MB, DOCX: 30MB, etc.)
- You have sufficient token balance
- Internet connection is active
- File is not corrupted or password-protected
"Sign in with Browser" not working
The app uses a custom protocol (blurgate-legal://) to communicate with the browser.
Solutions:
- Ensure your default browser is properly set
- Allow the blurgate-legal:// protocol when prompted
- Try a different browser if issue persists
- Restart both the app and browser
Presets not loading
Presets require an internet connection to sync from your account.
Solutions:
- Check your internet connection
- The app will use cached/offline presets if available
- Built-in presets (GDPR, HIPAA, etc.) are always available
Error Messages
"No text content found"The file appears to be empty or contains only images. OCR for scanned documents is not yet supported.
"Insufficient token balance"Your account doesn't have enough tokens. Purchase more at blurgate.legal/pricing.
"Analysis failed"The API request failed. Check your internet connection and try again. If the problem persists, the service may be temporarily unavailable.
"Extraction data not found"The file needs to be re-analyzed. This can happen if the app was closed during processing.
"File too large"The file exceeds the maximum size limit for its format. PDF: 50MB, DOCX: 30MB, XLSX: 20MB.
Frequently Asked Questions
Is my data safe?
Yes. Documents are processed locally on your computer. Only extracted text is sent for analysis over encrypted connections. All local storage is encrypted with AES-256-GCM. See our Security documentation for details.
Can I use it offline?
Partially. You can view processing history and manage settings offline. However, the actual anonymization requires internet connectivity to communicate with our API for PII detection.
What happens if I lose my device?
Your vault is encrypted. Without your PIN or recovery phrase, no one can access the data. If you have your recovery phrase, you can restore your vault on a new device.
How do tokens work?
Tokens are consumed based on the text length processed. You can check your balance in Settings > Account. Free accounts get 300 tokens/month. See pricing for more details.
Can I recover deleted history?
No. History deletion is permanent for privacy reasons. This is by design - we don't keep backups of your processing history.
Why are some entities not detected?
Detection depends on the confidence threshold in your preset. A lower threshold catches more entities but may include false positives. Try adjusting the threshold or using a different preset that includes the entity type you're looking for.
How do I update the app?
The app checks for updates automatically on startup. When an update is available, you'll be prompted to download and install it. Your vault data is preserved during updates.
Can I use multiple devices?
Yes. Sign in with the same account on multiple devices. Your presets and encryption keys will sync automatically. Each device has its own vault and local history.