Critical
PDF opens but pages render blank or white
This typically means pdfium.dll is missing from the app directory or the file is damaged/password-protected.
1
Try opening a different PDF. If a second file renders correctly, the original file may be corrupted, encrypted with an unrecognized algorithm, or a PDF version the current build doesn't support (PDF 2.0 edge cases). Save a copy of the original and try again.
2
Reinstall from the Microsoft Store. Open Microsoft Store → Library → Vexifa PDF Suite → Update (or Uninstall then reinstall). A corrupt install can leave
pdfium.dll absent or mismatched. A fresh install resolves this.3
Check for Windows Updates. Vexifa requires the Microsoft Visual C++ 2022 redistributable. If Windows Update is far behind, installing pending updates and restarting often resolves blank-render issues.
If the file is password-protected, you'll see a password prompt — not a blank page. A blank page without a prompt always indicates a rendering or installation issue.
Common
AI sidebar shows "Cannot connect to provider"
The AI sidebar failed to reach the configured provider — either Ollama isn't running, the URL is wrong, or an OpenRouter API key is invalid.
1
Check Ollama is running (if using local AI). Open a terminal and run
ollama list. If Ollama isn't running, start it with ollama serve. By default Vexifa connects to http://localhost:11434.2
Verify the URL in Settings → AI. The Ollama base URL must not include a trailing slash or path — it should be exactly
http://localhost:11434. If Ollama is on a different machine or port, update accordingly.3
Pull the selected model. If the model dropdown shows a model name but it hasn't been downloaded yet, run
ollama pull llama3.2 (or your chosen model) and wait for the download to complete before retrying.4
For OpenRouter errors: Open Settings → AI → OpenRouter and verify the API key. Keys starting with
sk-or- are valid OpenRouter keys. Ensure your OpenRouter account has credits and the selected model is available on your plan.
Common
Document brief never appears on open
The document brief requires an AI provider to be configured and working, and a Pro license. It also won't re-appear for documents it has already briefed (keyed by file hash).
1
Confirm Pro is active. The Document Brief is a Pro feature. Open Settings → License — if your tier shows "Free," the brief will not fire. Activate your Pro license or start a free trial.
2
Confirm your AI provider is connected. Open the AI sidebar and send any test message — "hello" is enough. If you get a response, the brief should fire. If you get an error, resolve the AI connection first (see above).
3
Force a re-brief. The brief won't re-appear for documents seen before. To re-generate it, open the AI sidebar and click "Generate Brief" from the sidebar menu. This bypasses the file-hash cache and runs a fresh brief.
The brief fires after the first page renders, not on file open. For very large documents on slow hardware, the first render may take a few seconds — brief generation starts after rendering completes.
Common
License activation returns "Activation failed" or "Network error"
Vexifa validates licenses against Paddle's API (api.paddle.com). Corporate firewalls and VPNs are the most common cause of activation failure.
1
Temporarily disable your VPN. Many corporate VPNs block outbound HTTPS to payment APIs as a blanket policy. Disconnect, try activation, then reconnect. If this resolves it, ask your IT team to allowlist
api.paddle.com (HTTPS, port 443).2
Verify the license key format. Paddle license keys are typically 24 characters and look like
ABCD-1234-EFGH-5678. Copy the key directly from the Paddle confirmation email to avoid transcription errors. Avoid leading or trailing spaces.3
Check machine activation limit. Pro licenses are valid on up to 3 machines. If all 3 slots are used, deactivate one from another machine (Settings → License → Deactivate this machine) before activating on the new one. You can also manage activations from the Paddle customer portal link in your purchase email.
4
Contact support. If the key was valid but activation still fails after the above steps, email contact@vexifa.com with your Paddle order number and the exact error message.
Info
Document health badge doesn't appear
The health check runs automatically but results may not surface if the document is very small or if health checks are disabled in settings.
1
Check Settings → Document Health. Health checks can be disabled globally from settings. Ensure "Run health checks on open" is toggled on.
2
The badge only appears when there are findings. A clean document — no redaction risk, no broken links, all fonts embedded, all images adequate resolution — will not show a badge. Absence of a badge is a good result.
3
Run health manually. From the toolbar menu → Document → Check Health. This forces a fresh health pass and will show the badge panel even if no issues are found.
Info
Windows SmartScreen blocks the app on first launch
SmartScreen warns about any new app without established reputation. This is expected for new software. It is not a security risk and resolves over time as more users install the app.
1
When SmartScreen appears, click "More info". A second button labeled "Run anyway" will appear. Click it to proceed. You'll only need to do this once.
Apps distributed via the Microsoft Store automatically receive code-signing from Microsoft's Store certificate. Store-installed versions of Vexifa will not trigger SmartScreen at all — this warning only applies if you installed via a direct MSIX download.