Troubleshooting

Common issues and how to resolve them.

The app won't load

  1. 1Make sure JavaScript is enabled in your browser.
  2. 2Make sure WebAssembly is not disabled. Some browser extensions or security policies block WebAssembly.
  3. 3Try a different browser. Current versions of Chrome, Edge, Firefox, and Safari are supported.
  4. 4Try disabling browser extensions, especially ad blockers or script blockers, which can interfere with WebAssembly.
  5. 5Check your internet connection — the app itself must be downloaded before it runs locally.

Document upload isn't extracting values

  1. 1Make sure the PDF has a selectable text layer. Open the PDF in any PDF viewer and try to select text. If you cannot select text, the document is a scanned image and ErgoTax cannot extract values from it.
  2. 2Try a different copy of the document. Some PDFs from employer portals use unusual encodings.
  3. 3Check the supported forms matrix to confirm the form type is supported.
  4. 4Use manual entry if the document cannot be parsed.

My saved project is gone

  1. 1This happens when browser local storage is cleared. Check whether you or your browser's privacy settings recently cleared site data for ergotax.app.
  2. 2If you exported a project file, you can re-import it to restore your project.
  3. 3If you did not export a project file, the data cannot be recovered — local storage deletion is permanent.
  4. 4Going forward, export your project file regularly. See the local save and export guide.

Export fails or produces a blank PDF

  1. 1Try a different browser — export behavior can vary.
  2. 2Make sure your browser's download settings allow downloads from ergotax.app.
  3. 3Try disabling pop-up blockers for ergotax.app, as some export flows open a new window.
  4. 4If the issue persists, contact support@ergotax.app.

A generated form has wrong values

  1. 1Go back to the input for the affected field and verify the value.
  2. 2If the input is correct but the output is wrong, this may be a calculation bug — please report it at support@ergotax.app with the specific form, field, and the values involved (without including personal information).
  3. 3Always cross-check generated forms against official IRS or state instructions before filing.

The app is very slow

  1. 1The first load downloads the WebAssembly module, which is large. Subsequent loads use the cached version and are faster.
  2. 2Processing large multi-document PDFs can be slow, especially on lower-powered devices.
  3. 3Close other browser tabs and applications to free memory.
  4. 4Note: development mode is slower than production. If you are accessing a non-production build, this is expected.

Still stuck?

Contact support@ergotax.app with a description of the issue, your browser and OS version, and what you were doing when the problem occurred. Do not include tax documents, SSNs, or sensitive personal information in your support email.