Troubleshooting

Most problems come from the connection between Chrome and the desktop app. None of the steps here remove your projects or your files.

The desktop app isn't connecting

1. Make sure the desktop app is running. On a Mac, open it from Applications; on Windows, from the Start menu.
2. In the RefPack sidebar, select the connection status to see what is wrong: the app isn't reachable, Chrome is blocking it, or pairing hasn't finished.
3. Choose Retry connection.

If the app is running and still doesn't connect, check that a firewall or security tool isn't blocking it.

If the status says Update needed, install the latest desktop app from Install the desktop app. Your projects stay where they are.

Chrome blocked local network access

RefPack needs Chrome's permission to reach the desktop app on your own computer.

• If Chrome asks, choose Allow.
• If you blocked it earlier, open the site settings for RefPack in Chrome (the icon to the left of the web address), allow local network access, then retry the connection.

Pairing failed

Follow the message on screen, then retry the connection. Don't share pairing codes or API keys with anyone, including RefPack support.

A port is already in use

The desktop app looks for a free port between 8765 and 8775. If other apps are using all of them, quit one of those apps only if you know what it is, then retry the connection. If you're not sure, leave them running and write to support.

An extraction failed

1. Check that the manuscript PDF has selectable text: try to select a sentence in a PDF reader. A scanned PDF needs text recognition first.
2. Choose Find citations again.
3. If it fails again, keep your project and your original files as they are, and write to support. Say which step stopped and what the message said.

Keep your projects folder as it is while you sort out a problem. Your saved work is in it.

Contact support

Write to support@refpack.io. Say which step you were on and what you saw. Don't send client documents, API keys or pairing codes.