Troubleshooting and help

The sign-in option or account is wrong

A portal shows its organisation’s configured sign-in provider. If you see Microsoft and expected Google, check the portal address with the administrator. Google support does not add a second button to an existing Microsoft portal.

If you signed in with the wrong account, sign out and use the assigned one. A Microsoft guest must use the identity invited to the client’s organisation. A manually added person must use the email the administrator recorded.

A session-ended message can mean you signed in elsewhere when one-session policy is enabled. Follow the displayed options to continue on the device you intend to use.

A folder or Documents tab is missing

• Ask the administrator to check the person’s folder assignments, expiry, suspension and any mapped group membership.
• An administrator needs the Document Reviewer role as well as assigned folders. Selecting them in Choose people → Save access enables review access when a trial seat is available.
• If the workspace is locked or trial seats are in use, the administrator can review Plan & usage and People.
• A source connection that is not reachable must be repaired before its files can be reviewed.

The folder access guide shows the administrator’s steps.

A tool, download or colleague’s layer is missing

Check the folder role and client policy. Read only does not allow editing. Export actions need Mark up and save copies, and downloads or printing can still be disabled by policy. Original-audio playback has its own policy setting.

For missing shared markup, check the Layers panel, Show resolved and the folder’s shared/private setting. Colleagues’ unsaved work will not appear as a saved review.

Audio is preparing or will not play

The first open can take time while the review copy and waveform are prepared. Keep the page open and follow any preparation message. If it reports a failure, note the message for the administrator.

Start playback with the Play button. If the original format will not play in your browser, use the review copy where available. Downloading an original and opening it in an appropriate editor is a separate action and needs permission.

If a REAPER export opens without sound, the .rpp contains notes and a media reference, not the audio itself. Put it beside the original audio or locate the media when prompted. See Reopen a REAPER notes project.

A saved review or export looks wrong

Confirm that you used Save my markup or Save my notes and saw a successful confirmation. Export includes saved notes, so save the latest changes first. Check which layers were selected and whether earlier-version markup was included.

For PDFs, check the flattening choice: flattened marks are page content; unflattened marks are editable annotations and may render differently across PDF applications. If the source changed, inspect old marks against the current pages.

When a save says the review changed elsewhere, reload the latest layer as instructed before continuing. If a folder-access save partly completes, the dialog explains which changes were kept; reopen or retry to finish.

Get help with useful details

Reviewers should contact their client’s administrator for accounts, folder access and review policy. Administrators can use the portal’s support control where enabled, or email contact@redlinerhq.app.

Include the screen you were using, the action you tried, the exact message, your browser and device, and roughly when it happened. A screenshot of the error can help; crop or hide confidential document text and personal details first. Never send passwords, sign-in codes or setup invitation links.