This Troubleshooting Guide will walk you through potential fixes and provides guidance on getting help.
If you're not experiencing an issue and are looking for resources our Quick Start Guide or FAQ may better serve you.
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Registration, Login, & Invites
Start Here
Step one is a quick round of digital housekeeping to ensure your devices are loading the most current version of Lupl and performing at max efficiency.
- Sign out of Lupl.
- Clear your browser cookies and cache.
- Check your browser settings to make sure Lupl is on the allow list for pop-ups and redirects.
- Check to make sure you are using the most current version of your web browser.
- Check to make sure you are using the most current version of the Lupl mobile app.
- Close your web browser.
- Restart your computer.
- If at home restart your wifi router & modem.
- Log back in to Lupl.
These steps often resolve performance & formatting issues.
How to clear cookies & cache:
How to check for Browser updates:
How to check for Mobile app updates:
How to check for Device updates:
If your issue is not listed below or the recommended troubleshooting actions do not resolve your concern, please contact support@lupl.com
Registration, Login, & Invites
Please consider following the digital housekeeping steps at the start of the article before proceeding.
| Issue | Potential Causes | Next Steps |
| I received a Matter invite but after signing up for Lupl cannot access the Matter. | You registered with a different e-mail than the invite was sent to or there is an error in the e-mail address. | Ask the inviter to resend the invite to the address you used to register. |
| My colleague said they invited me to a Matter but I did not receive the invite. | This most commonly occurs because there is an error or typo in the e-mail the inviter entered when sending the invite. | Ask the inviter to confirm the spelling and formatting of your e-mail. |
| I registered for Lupl but did not receive the verification e-mail. |
The verification e-mail may have ended up in your spam or junk folder.
A security setting within your organization may be blocking delivery. |
Check your spam folders and make sure to whitelist Lupl e-mails. If the verification e-mail did not land in your junk or spam folder reach out to your internal IT department and ask if the verification e-mail may have been blocked. |
|
I registered for Lupl but when I try to sign in with SSO (Single Sign-On) I experience a verification loop with Microsoft and cannot log in. |
Your organization's SSO settings or access permissions may need to be adjusted. | Contact your internal IT department and ask if there is a setting impacting your Lupl access. |
| I registered for and accessed Lupl but now can't login. I registered for Lupl and accessed Lupl in the past but now do not see any of the Matters I created. |
You may be attempting to sign in using a different method than the one you originally registered with.
eg. Perhaps you selected "Sign Up with iCloud" or "Sign up with LinkedIn" and are now attempting to sign in with an e-mail and password or via a different login option. |
Login via the same method you used to Sign Up.
If this is unsuccessful contact support@lupl.com and let us know what e-mail you used and login methods you have tried and we will investigate. Please note that due to security and privacy considerations we cannot look up and share what e-mail you used to sign up. |
| My profile picture will not upload. | This is often caused by file format or size. Lupl supports jpeg and PNG image formats. |
If your image is in a supported file format, try to upload your profile picture a bit later or via the mobile app. If the upload is still unsuccessful please select a different image, preferably of a smaller file size. If you are unable to upload a photo please contact support@lupl.com and attach the photo you were trying to upload. |
If your issue is not listed or the recommended troubleshooting actions do not resolve your concern, please contact support@lupl.com
Documents & File Storage
Please consider following the digital housekeeping steps at the start of the article before proceeding.
| Issue | Potential Causes | Next Steps |
| I tried to upload a document to Lupl but received an error message. |
The file type is unsupported.
The file is too large.
The file shares the same name as a file already saved to Matter Documents.
The upload window should indicate which error occurred. |
Double check your file type. Lupl supports PDF, Word (doc, docx), Powerpoint (ppt, pptx), Excel files (xlsx, xls, csv) and Images (png, jpeg). Zip and password protected files are not supported.
Currently the maximum file size is limit is 100MB per document.
Your file name cannot include the following: \ / * ? " “ < > | :
Your file cannot have the same name as a file already in the Matter. Rename your file or go to the existing file and select "Upload New Version." |
| I cannot preview my spreadsheet. |
Excel file formats (xlsx, xls, csv) are supported; however, due to the technical complexity of these file the preview window will not always display the full file. |
Select "edit" and view the file in edit mode.
Download the file and re-upload the new version if changes are made. |
| The Lupl virus scanner keeps rejecting my uploads. |
The file type is unsupported. The file is password protected. The file includes embedded files. The network connection timed out. |
Double check your file type. Lupl supports PDF, Word (doc, docx), Powerpoint (ppt, pptx), Excel files (xlsx, xls, csv) and Images (png, jpeg). Zip and password protected files are not supported.
If files are embedded in the document, separate the files and try the upload again.
If the above does not apply the connection may be timing out. Try the upload again later. |
| My DMS is not syncing with Lupl. |
An adjustment may need made to the configuration of the sync. |
Reach out to your organization's internal IT support and inquire as to whether they are aware of anything on their end that may be impacting the sync. Please share their response with support@lupl.com. |
| I am missing folders or documents on the Web App but can view them on Mobile. | A network, firewall, or VPN setting may be blocking some aspects of Lupl. |
Reach out to your organization's internal IT support and inquire as to whether they are aware of anything that may be blocking Lupl.
Please share their response with support@lupl.com. |
If your issue is not listed or the recommended troubleshooting actions do not resolve your concern, please contact support@lupl.com
Alerts & Notifications
Please consider following the digital housekeeping steps at the start of the article before proceeding.
| Issue | Potential Causes | Next Steps |
| I receive too many notifications. | Notification settings need adjustment. |
E-mail and Browser notification frequency can be adjusted in the Web App. See video walkthrough. For help managing your Mobile push notifications see these tutorials for Android and iOS. |
If your issue is not listed or the recommended troubleshooting actions do not resolve your concern, please contact support@lupl.com
Speed & Performance
Please consider following the digital housekeeping steps at the start of the article before proceeding.
| Issue | Potential Causes | Next Steps |
| Pages are slow to load or uploads are taking too long. |
Your device is not loading the most current version of Lupl. Your Browser has an update pending. Your device has an update pending. Network connection is poor or inconsistent. |
Follow the digital housekeeping steps at the start of the article.
If the performance issue persists login to Lupl on a different browser. Contact support@lupl.com and let us know when you first started experiencing the slowdown and what Browsers/devices you have tried. How to check for Browser updates: How to check for Mobile app updates: How to check for Device updates: |
If your issue is not listed or the recommended troubleshooting actions do not resolve your concern, please contact support@lupl.com
Get Help
If your issue is not listed or the recommended troubleshooting actions you tried did not resolve your concern, please contact support@lupl.com.
Please include screenshots of any error messages.
How to take a screenshot:
If you would like to send a video please note that depending on the duration and image resolution you may not be able to attach the recording to your message. If that is the case, please upload to your cloud storage location and share the link in your message.
How to record your screen:
Often the Support Team will need additional information. Some of the most common follow up questions are:
- What Lupl App were you using? (Web, iOS, Android)
- Do you experience this issue in multiple Matters or just one? If just one, what is the url for the Matter?
- Do you experience the issue if accessing Lupl on a different browser? (ex: Firefox rather than Google Chrome)
- If using the Web App, does the same issue occur on Mobile?
- Does the issue persist if you log out, clear your browser history & cookies, and log back in?
Feel free to go ahead and provide the above information when reaching out.
If you're not experiencing an issue and are looking for resources our Quick Start Guide or FAQ may better serve you.
For technical questions or issues reach out to support@lupl.com
For training training requests e-mail success@lupl.com