FAQ

This page lists common failure symptoms on the platform by module, with possible causes, resolution, and the responsible party. The corresponding module page covers the feature descriptions and field definitions of each module, and this page does not repeat them.

Prerequisites

Before troubleshooting, confirm the account can sign in and the relevant permission is not set to Deny.

Troubleshooting by Module

Accounts and Permissions

Symptom	Possible cause	Resolution	Responsible party
Message "Incorrect account or password"	The password is wrong; the account name contains leading or trailing spaces	Verify the password; remove leading or trailing spaces from the account name; if the password is forgotten, click "Forgot Password?" on the sign-in page and reset it through the registered email	Account holder
Message "Too Many Login Failures, Please Try Again Later"	The same account failed to sign in 5 times within 5 minutes, and the account is locked for 15 minutes	Wait 15 minutes and retry, or have an administrator unlock the account in the log overview of Operations Monitoring	Account holder, Administrator
Message "IP address not on the whitelist"	The platform has the IP whitelist enabled, and the current egress IP is not registered	Provide the current egress IP to an administrator for addition to the whitelist	Administrator
Message "Account has expired"	The account validity period has passed	Have an administrator extend the account validity period	Administrator
Part of the menus are missing after sign-in	The default role template does not include that entry, or the user-level module permission is set to Deny	Have an administrator enable the corresponding permission under module permissions on the user edit page; the change takes effect after the user signs in again	Administrator

See User Management and Module Permissions for the configuration of accounts, roles, and module permissions.

Data Upload

Upload and transcoding failures are listed below.

Symptom	Possible cause	Resolution	Responsible party
Video cannot be converted to MCAP	The browser lacks `MediaStreamTrackProcessor` or `HTMLVideoElement.captureStream` (Firefox does not provide the former)	Re-upload in Chrome 94+ or Edge 94+	Account holder
Audio cannot be converted to MCAP	The browser cannot decode the audio file	Use an audio file in MP3, WAV, AAC, or Ogg format	Account holder
Upload fails or stays in processing for a long time	Unsupported file format; network interruption; unavailable cloud storage connection	Verify the file format; check the network; confirm the cloud storage connection is available and retry	Account holder, Administrator
Re-upload of a file whose name matches a deleted dataset	The platform detects a soft-deleted dataset with the same name	Restore the existing dataset or create a new dataset	Account holder

See Data Upload for the supported integration methods, transcoding parameters, and prerequisites.

Annotation Tasks

Failures in task creation, annotation, and review are listed below.

Symptom	Possible cause	Resolution	Responsible party
Annotated data is rejected by the auditor	The annotation content does not match the annotation standard, or invalid annotations exist	Check the invalid annotations and feedback on the "Problem annotation" tab of the task detail page, then correct and resubmit	Annotator
The task cannot enter "Submit Data"	The task has not transitioned to the "Qualified" status	Complete the review and transition to "Qualified", then have an administrator or project manager submit	Auditor, Project Manager
Creating a task shows "Task name already exists"	The task name is already used across the platform	Use a different task name	Project Manager
Creating a task shows "Not enough data for all annotators"	The number of selected datasets is less than the number of annotators	Reduce the number of annotators, or add datasets	Project Manager
The API returns 403 when creating a task	The task is created in a public project, but the creator is not a project member	Have a project member create the task, or have an administrator add the creator to the project	Project Manager, Administrator

See Annotation Tasks for task statuses, fields, and batch actions, and Create Annotation Task for creation and assignment steps.

Dataset Export

Export task failures are listed below.

Symptom	Possible cause	Resolution	Responsible party
An export task queues for a long time	Backlog in the background export queue	Reduce concurrent exports, or have an administrator review and clear the queue backlog	Project Manager, Administrator
An export task fails	Data volume is too large; insufficient storage space; the data format does not match the selected export format	Export in batches; have an administrator check storage space; verify the data format and retry	Project Manager, Administrator

See Dataset Export for export formats, parameters, and quotas.

Model Training and Inference

Training and inference failures are listed below.

Symptom	Possible cause	Resolution	Responsible party
A training task fails	Insufficient GPU memory; data format error; parameter configuration error; network interruption	Check the error log on the training detail page, then lower batch_size, verify the data or parameters, and retrain	Project Manager, Administrator
The inference service fails to start	Insufficient GPU resources; incomplete model files; configuration error; container startup failure	Check the service log to locate the cause, fix it, and redeploy	Project Manager, Administrator

See Model Training and Model Inference for the operation steps of training and inference.

Platform Configuration and Background Tasks

Cloud

Cloud storage connection failures are listed below.

Symptom	Possible cause	Resolution	Responsible party
Cloud storage connection fails	Incorrect credentials; wrong region or endpoint; network unreachable; IP not allowed by the whitelist	Verify the key, region, endpoint, and bucket name; confirm network connectivity and allow the IP	Administrator
Upload or export reports that the target storage is unavailable	Storage credentials have expired, or the connection is disabled	Reconfigure or enable an available cloud storage connection	Administrator

See Cloud for the supported storage types and configuration fields.

Background Tasks and Queues

Background task failures are listed below.

Symptom	Possible cause	Resolution	Responsible party
Import, transcoding, or QC tasks wait for a long time	Queue backlog: the task volume exceeds the processing throughput	Check the queue under Background Tasks in Operations Monitoring, pause new tasks, remove unneeded tasks, or add resources	Administrator
Tasks fail repeatedly	The source file is corrupted or the parameters are unsupported	Check the failure reason in the task queue, repair the source file or adjust the parameters, and retry	Administrator, Project Manager

See Operations Monitoring for how to view queues, logs, and the locked-user list.

Contact Support

Channel	Contact
Technical support email	support@io-ai.tech
Technical support phone	(+86) 0755-88658665

Page	Purpose
User Management	Configuration of accounts, roles, and module permissions
Module Permissions	Grouping and configuration steps of module permission keys
Data Upload	Integration methods and prerequisites of upload and transcoding
Annotation Tasks	Task state machine, task details, and batch actions
Cloud	Configuration fields of object storage connections
Dataset Export	Export formats, parameters, and quotas
Model Training	Creation and monitoring of training tasks
Model Inference	Deployment and invocation of inference services
Operations Monitoring	Task queues, system logs, and permission audit

Prerequisites​

Troubleshooting by Module​

Accounts and Permissions​

Data Upload​

Annotation Tasks​

Dataset Export​

Model Training and Inference​

Platform Configuration and Background Tasks​

Cloud​

Background Tasks and Queues​

Contact Support​

Related Pages​