Troubleshooting common issues in ATLAS.ti Web

Who this article is for   

This article is for users working in ATLAS.ti Web who encounter errors when importing, exporting, downloading, or loading projects. It is useful if you need quick troubleshooting steps for common error messages or performance issues.

1. Project import & export issues

Import failed: ATEXT3_CONVERSION     

Cause:

It is likely related unsupported images or file path issues.

Fix:

• Remove images from the project.
• Re-export the project from ATLAS.ti Desktop.
• Import the project again.

Import failed: TypeError     

Cause:

It is likely related to a browser or runtime issue.

Fix:

• Try a different browser.
• Retry the import.
• If the issue persists, contact support.

Export fails: UNKNOWN / PDF_DOCUMENT_RANGE_MAPPING     

Cause:

It is a known export limitation.

Fix:

• Try the Export (legacy) option.

• Go to:

  Project Settings → press "Ctrl" (or "Cmd" on Mac) + "K" → Export (legacy)     

Export fails: TEXT_AHTML_CONVERSION     

Cause:

It is likely related to unsupported or embedded image.

Fix:

• Remove the image from the project.
• Retry export.
• Or use Legacy export.

2. PDF & document issues

The PDF document text is not selectable.

Cause:

The PDF document is scanned or image-based.

Fix:

• Use a PDF with OCR (searchable text).
• Or code the document as an image in ATLAS.ti Desktop.

PDF document issue: PDF document could not be loaded

Cause:

It is likely related to the outdated browser.

Fix:

• Update your browser (e.g., Chrome, Firefox, Edge).

3. Performance & size limitations

Very slow performance or long export times

Cause:

It is likely related to large or image-heavy PDF documents.

Fix:

• Split the project into smaller parts.
• Remove large or unnecessary PDFs.

AI Coding failed: DEADLINE_EXCEEDED (4)     

Cause:

Document size or total input is too large for AI Coding (beta limitation).

Fix:

• Retry the process by refreshing the page. The analysis does not restart from zero. progress is saved, and each retry used on the same document(s) continues from where it left off.
• Run the process multiple times if needed. With each attempt, more of the document will be analyzed until completion.
• For more reliable and faster results, reduce the size of the input:
  • Use smaller documents.
  • Analyze fewer documents at once.

4. Browser & loading issues

ATLAS.ti Web loading failed: Could not load parts of ATLAS.ti Web   

Cause:

It is likely related to cache, cookies, or browser extensions.

Fix:

• Open ATLAS.ti Web in incognito/private mode.
• Clear browser cache and cookies.
• Disable browser extensions.
• Update the browser.

Common issues or mistakes

• Check your browser environment before troubleshooting further. Many issues are resolved by clearing cache or switching browsers. Certain browser extensions may affect the way ATLAS.ti Web responds in your browser.
• We recommend using the latest version of the browser you are using.
• Please note of the difference between ATLAS.ti Web and ATLAS.ti Desktop (Mac/Windows). Complete feature comparison is available here.
• Avoid opening the same project in multiple browser windows at the same time. This can interfere with synchronization and may result in a different version being autosaved than the one you intended.
• We recommend to monitor project size regularly. Large projects increase the likelihood of timeouts and performance issues.
• When troubleshooting, isolate the issue by testing with a smaller project or fewer files.

When to contact support

Contact ATLAS.ti Support if you are unable to resolve the issue after following the steps above. To help speed up troubleshooting, please provide:

1. A screenshot of any error or warning message
2. Clear steps to reproduce the issue (written steps or screen recording)
3. If project-related:
   • Project access (share the project)
   • Project access URL
4. If browser-related:
   • A .har      file containing the failed request
   • A screenshot of the browser console

To generate the two files, see HAR file guide and browser console guide.

Send the information and requested files to cloud@atlasti.com. If any file is too large to attach to the email, please upload it to a file-sharing service like Dropbox and provide a direct file download link in the email. Rest assured, we will treat your data with full confidentiality. We appreciate your cooperation!