Skills › Scientific Agent Skills › fictiv › troubleshooting.md
troubleshooting.md
130 lines · skills/fictiv/references/troubleshooting.md at 5f2bc03
Most marks come from matching words in the file, so treat them as pointers.
1# Troubleshooting Fictiv
3Find the symptom, then apply the fix. The entries marked "(seen live)" were reproduced on app.fictiv.com in Sep 2026.
Troubleshooting Fictiv
Find the symptom, then apply the fix. The entries marked "(seen live)" were reproduced on app.fictiv.com in Sep 2026.
Raw lines 1 to 45## Contents
61. Login / access / account
72. Upload problems
83. DFM feedback: what each warning means and what to do
94. Configuration and pricing problems
105. Lead time and delivery problems
116. Checkout and payment problems
127. Order and post-order problems
138. Browser-automation problems
15---
Contents
- Login / access / account
- Upload problems
- DFM feedback: what each warning means and what to do
- Configuration and pricing problems
- Lead time and delivery problems
- Checkout and payment problems
- Order and post-order problems
- Browser-automation problems
Raw lines 5 to 16
17## 1. Login / access / account
19| Symptom | Cause | Fix |
20|---|---|---|
21| Redirected to a login page | Session expired | Ask the user to log in themselves, or use a password-manager credential tool if the environment has one. Never type passwords from chat. |
22| Injection molding, urethane, die casting or compression molding is missing; no PO option; no Materials.AI | Personal-email account (Gmail and similar) | The user verifies a company email (banner prompt, or hello@fictiv.com) |
23| Checklist says "Verify my email address" | Email is unverified | The user clicks the link in the verification email |
24| Can't see a colleague's quote or order | Not shared to your workspace | The colleague shares it via Share → Team workspace |
1. Login / access / account
| Symptom | Cause | Fix |
|---|---|---|
| Redirected to a login page | Session expired | Ask the user to log in themselves, or use a password-manager credential tool if the environment has one. Never type passwords from chat. |
| Injection molding, urethane, die casting or compression molding is missing; no PO option; no Materials.AI | Personal-email account (Gmail and similar) | The user verifies a company email (banner prompt, or hello@fictiv.com) |
| Checklist says "Verify my email address" | Email is unverified | The user clicks the link in the verification email |
| Can't see a colleague's quote or order | Not shared to your workspace | The colleague shares it via Share → Team workspace |
Involves a person Ask the user :21
26## 2. Upload problems
28Run `scripts/check_cad_file.py` first for format and heuristic STEP/STL checks. Native CAD geometry, PDF contents, functional multi-body eligibility and actual manufacturability require separate review.
30| Symptom | Cause | Fix |
31|---|---|---|
32| Upload zone greyed out, nothing happens on file select (seen live) | No process card selected (the URL has no `?process=`) | Click the process **card** text, not the radio input, then upload again |
33| File picked but nothing happens | Ad blocker, or a corporate firewall blocking uploads | Disable the ad blocker for app.fictiv.com and refresh; try another network |
34| File rejected by type | IGES, F3D, DXF, native PSM/PWD, drawing-only, assembly | Export STEP (one part per file); attach the PDF to its part |
35| Mesh rejected for CNC, urethane or IM | Mesh is 3DP-only | Upload STEP or native CAD |
36| Multi-body file loses instant pricing or is rejected | Multiple solids need review | Split separate parts. CNC modeled-in pins/inserts and functional 3DP interlinked components have documented exceptions; separate floating 3DP bodies are unacceptable. A manual quote is not proof that an unsupported file can be manufactured. |
37| "Not watertight" / non-manifold | Holes in the mesh (surface modelers) | Repair (Netfabb, Meshmixer) or re-export as a solid |
38| SolidWorks part rejected | Multiple configurations | Save a single-configuration copy, or export STEP |
39| Part 25.4× too big or small | Units mismatch (unitless mesh, or wrong mm/in toggle) | Delete the part and re-upload with the correct units; confirm the bounding box in the viewer |
40| Part larger than the process envelope | Too big | Pick a bigger-envelope technology, split the part, or contact sales for the large-part program |
41| Stuck on "Analyzing geometry…" for more than about 3 minutes | Heavy file or backend delay | Reload the quote page. If still stuck, delete the row and re-upload a lighter STEP. |
42| Quote and files vanished after upload | ITAR language detected, so the quote is auto-deleted | Don't re-upload. Fictiv doesn't accept ITAR. |
2. Upload problems
Run scripts/check_cad_file.py first for format and heuristic STEP/STL checks. Native CAD geometry, PDF contents, functional multi-body eligibility and actual manufacturability require separate review.
| Symptom | Cause | Fix |
|---|---|---|
| Upload zone greyed out, nothing happens on file select (seen live) | No process card selected (the URL has no ?process=) | Click the process card text, not the radio input, then upload again |
| File picked but nothing happens | Ad blocker, or a corporate firewall blocking uploads | Disable the ad blocker for app.fictiv.com and refresh; try another network |
| File rejected by type | IGES, F3D, DXF, native PSM/PWD, drawing-only, assembly | Export STEP (one part per file); attach the PDF to its part |
| Mesh rejected for CNC, urethane or IM | Mesh is 3DP-only | Upload STEP or native CAD |
| Multi-body file loses instant pricing or is rejected | Multiple solids need review | Split separate parts. CNC modeled-in pins/inserts and functional 3DP interlinked components have documented exceptions; separate floating 3DP bodies are unacceptable. A manual quote is not proof that an unsupported file can be manufactured. |
| "Not watertight" / non-manifold | Holes in the mesh (surface modelers) | Repair (Netfabb, Meshmixer) or re-export as a solid |
| SolidWorks part rejected | Multiple configurations | Save a single-configuration copy, or export STEP |
| Part 25.4× too big or small | Units mismatch (unitless mesh, or wrong mm/in toggle) | Delete the part and re-upload with the correct units; confirm the bounding box in the viewer |
| Part larger than the process envelope | Too big | Pick a bigger-envelope technology, split the part, or contact sales for the large-part program |
| Stuck on "Analyzing geometry…" for more than about 3 minutes | Heavy file or backend delay | Reload the quote page. If still stuck, delete the row and re-upload a lighter STEP. |
| Quote and files vanished after upload | ITAR language detected, so the quote is auto-deleted | Don't re-upload. Fictiv doesn't accept ITAR. |
Runs code scripts/check_cad_file.py :28
44## 3. DFM feedback: meaning and response
46In every case, tell the user what Fictiv said, then offer three paths: **proceed as is**, **fix the CAD and click "Upload revision"**, or **ask Fictiv via "Chat with us"**. Warnings don't block ordering, but they're Fictiv's heads-up that the result may differ from the model.
48| Warning (Fictiv's wording) | Meaning | Typical fix |
49|---|---|---|
50| **Thin walls detected** (seen live): "areas on this model that fall below our minimum thickness (0.5mm for metals), and they may not hold up…" | Walls too thin (metal under 0.5 mm, plastic under 1 mm) | Thicken the walls. Or accept the risk of breakage and deflection. |
51| **Fillets: Added (Metals)** (seen live): "Fillets will be added in all sharp internal edges… may also be eligible for EDM (requiring extra lead time and cost)" | Sharp internal corners can't be cut with round tools | Add internal radii of at least 0.8 mm (bigger for deep pockets), or accept tool-radius fillets. If sharp corners are essential, EDM costs more. |
52| Fillets to be increased | Radii smaller than practical tools | Optional: enlarge the radii to save cost |
53| Depth of cut | Pocket deeper than about 10× tool diameter | Shallower pocket, wider pocket, or bigger corner radius |
54| Depth of hole | Drilled deeper than about 12× diameter | Shorten or widen the hole |
55| Non-standard thread (produced at risk) | No gauge exists for the thread | Switch to a standard thread |
56| Warping may occur | Heavy material removal | Rethink the geometry, add ribs, or choose another process |
57| Not optimized for CNC machining | Geometry unsuited to CNC | Consider 3DP or casting; ask Fictiv |
58| Unreachable volume | A tool can't reach the feature | Redesign, split the part, or ask about 5-axis or EDM |
59| EDM may limit lead time options | Feature needs EDM | Redesign if a fast or domestic lead time matters |
60| Gear hobbing may limit lead time options | Hobbing is overseas-only | Accept overseas, or redesign |
61| Manual deburring may be necessary | Chamfers unreachable by tools | Remove the chamfers or accept |
62| Thin stock not available for chosen material | Part thinner than available stock | Change material or thickness |
63| Tight tolerance plastics | Tolerance under about ±0.1 mm on plastic | Loosen it, or use PEEK |
64| Non-matching drawing and CAD model / Material mismatch | The drawing disagrees with the config or model | Fix whichever is wrong; model and drawing must agree |
65| Part will be reworked from McMaster part number | Fictiv will modify a stock part | Usually fine; tell the user |
66| "Please request a quote to receive manufacturability feedback" (seen live) | The part is on the manual-quote path | DFM comes from the quoting team after Request quote |
68**Injection-molding DFM reports:** open the Manufacturability feedback tab, click "Show DFM topics", annotate each slide marked "Approval required" or "Revision required", then click **Notify Fictiv**. Confirm with the user before notifying.
3. DFM feedback: meaning and response
In every case, tell the user what Fictiv said, then offer three paths: proceed as is, fix the CAD and click "Upload revision", or ask Fictiv via "Chat with us". Warnings don't block ordering, but they're Fictiv's heads-up that the result may differ from the model.
| Warning (Fictiv's wording) | Meaning | Typical fix |
|---|---|---|
| Thin walls detected (seen live): "areas on this model that fall below our minimum thickness (0.5mm for metals), and they may not hold up…" | Walls too thin (metal under 0.5 mm, plastic under 1 mm) | Thicken the walls. Or accept the risk of breakage and deflection. |
| Fillets: Added (Metals) (seen live): "Fillets will be added in all sharp internal edges… may also be eligible for EDM (requiring extra lead time and cost)" | Sharp internal corners can't be cut with round tools | Add internal radii of at least 0.8 mm (bigger for deep pockets), or accept tool-radius fillets. If sharp corners are essential, EDM costs more. |
| Fillets to be increased | Radii smaller than practical tools | Optional: enlarge the radii to save cost |
| Depth of cut | Pocket deeper than about 10× tool diameter | Shallower pocket, wider pocket, or bigger corner radius |
| Depth of hole | Drilled deeper than about 12× diameter | Shorten or widen the hole |
| Non-standard thread (produced at risk) | No gauge exists for the thread | Switch to a standard thread |
| Warping may occur | Heavy material removal | Rethink the geometry, add ribs, or choose another process |
| Not optimized for CNC machining | Geometry unsuited to CNC | Consider 3DP or casting; ask Fictiv |
| Unreachable volume | A tool can't reach the feature | Redesign, split the part, or ask about 5-axis or EDM |
| EDM may limit lead time options | Feature needs EDM | Redesign if a fast or domestic lead time matters |
| Gear hobbing may limit lead time options | Hobbing is overseas-only | Accept overseas, or redesign |
| Manual deburring may be necessary | Chamfers unreachable by tools | Remove the chamfers or accept |
| Thin stock not available for chosen material | Part thinner than available stock | Change material or thickness |
| Tight tolerance plastics | Tolerance under about ±0.1 mm on plastic | Loosen it, or use PEEK |
| Non-matching drawing and CAD model / Material mismatch | The drawing disagrees with the config or model | Fix whichever is wrong; model and drawing must agree |
| Part will be reworked from McMaster part number | Fictiv will modify a stock part | Usually fine; tell the user |
| "Please request a quote to receive manufacturability feedback" (seen live) | The part is on the manual-quote path | DFM comes from the quoting team after Request quote |
Injection-molding DFM reports: open the Manufacturability feedback tab, click "Show DFM topics", annotate each slide marked "Approval required" or "Revision required", then click Notify Fictiv. Confirm with the user before notifying.
Raw lines 44 to 69Involves a person Confirm with the user :68
70## 4. Configuration and pricing problems
72| Symptom | Cause | Fix |
73|---|---|---|
74| No prices at all, banner "Required: Are these parts for prototype or commercial use?" (seen live) | End use not declared | Ask the user and click Prototype or Commercial |
75| "Configure parts to receive lead times"; Request quote disabled (seen live) | At least one row still shows **Configure** | Configure every part, or move or delete the unconfigured part |
76| Every available tier shows `$ --`; Summary says "Some of your parts require a human to quote" (seen live) | At least one part needs manual pricing (multi-body, custom material, drawing callouts, complex geometry) | Remove the trigger, or split the manual part into its own quote with **Move to…** so the rest can be bought now, or click **Request quote** (after user OK; about 2 business hours) |
77| Configuration panel price differs from the table price (seen live: $286/ea in panel, $520.80 in table) | The panel price uses a default tier; the table uses the selected lead-time tier | Trust the table and Summary after choosing the tier |
78| Material or finish missing from the dropdown | Not offered for that process, or the list is virtualized | Run `list_dropdown_options.js`; choose "Custom Materials / Other" (manual quote) or ask Materials.AI |
79| Finish disappeared after changing material | Finish not valid for the new material | Re-add a valid finish |
80| Can't select the thread size the user wants (seen live: an 8 mm hole offers M9, 3/8-16…) | The modeled hole diameter doesn't match that thread's tap drill | Remodel the hole at tap-drill size, or attach a drawing |
81| Threads tab missing | No compatible holes detected, process is not CNC, or configuration/UI differs | Review modeled tap-drill sizes and final thread requirements; current CNC drawing reconciliation can extract threaded holes from PDFs. Use a drawing for custom threads. |
82| Threads locked | An exact or manual quote was already requested | Duplicate or re-upload the part to change them, or ask Fictiv via chat |
83| Quote stuck "in review" | Manual quoting in progress | CNC takes under about 2 business hours; IM, die casting and compression 24–48 h; custom up to 2 business days. Follow up via chat or the account manager. Don't re-request. |
84| Price much higher than expected | Tight lead time, exotic material, many setups, thin walls or deep pockets, finish, low quantity | Show the user the cheaper tiers, overseas options and quantity breaks; suggest DFM changes |
85| Expired quote (over 30 days) | Validity lapsed | Reopen it to let it re-price, or start a new quote from Library |
4. Configuration and pricing problems
| Symptom | Cause | Fix |
|---|---|---|
| No prices at all, banner "Required: Are these parts for prototype or commercial use?" (seen live) | End use not declared | Ask the user and click Prototype or Commercial |
| "Configure parts to receive lead times"; Request quote disabled (seen live) | At least one row still shows Configure | Configure every part, or move or delete the unconfigured part |
Every available tier shows $ --; Summary says "Some of your parts require a human to quote" (seen live) | At least one part needs manual pricing (multi-body, custom material, drawing callouts, complex geometry) | Remove the trigger, or split the manual part into its own quote with Move to… so the rest can be bought now, or click Request quote (after user OK; about 2 business hours) |
| Configuration panel price differs from the table price (seen live: $286/ea in panel, $520.80 in table) | The panel price uses a default tier; the table uses the selected lead-time tier | Trust the table and Summary after choosing the tier |
| Material or finish missing from the dropdown | Not offered for that process, or the list is virtualized | Run list_dropdown_options.js; choose "Custom Materials / Other" (manual quote) or ask Materials.AI |
| Finish disappeared after changing material | Finish not valid for the new material | Re-add a valid finish |
| Can't select the thread size the user wants (seen live: an 8 mm hole offers M9, 3/8-16…) | The modeled hole diameter doesn't match that thread's tap drill | Remodel the hole at tap-drill size, or attach a drawing |
| Threads tab missing | No compatible holes detected, process is not CNC, or configuration/UI differs | Review modeled tap-drill sizes and final thread requirements; current CNC drawing reconciliation can extract threaded holes from PDFs. Use a drawing for custom threads. |
| Threads locked | An exact or manual quote was already requested | Duplicate or re-upload the part to change them, or ask Fictiv via chat |
| Quote stuck "in review" | Manual quoting in progress | CNC takes under about 2 business hours; IM, die casting and compression 24–48 h; custom up to 2 business days. Follow up via chat or the account manager. Don't re-request. |
| Price much higher than expected | Tight lead time, exotic material, many setups, thin walls or deep pockets, finish, low quantity | Show the user the cheaper tiers, overseas options and quantity breaks; suggest DFM changes |
| Expired quote (over 30 days) | Validity lapsed | Reopen it to let it re-price, or start a new quote from Library |
Involves a person Ask the user :74
87## 5. Lead time and delivery problems
89| Symptom | Cause | Fix |
90|---|---|---|
91| Ship date later than the tier's day count | Past the daily cutoff, holidays, or the slowest part or finish drives it ("Longest lead-time part (+2 day)") | Order before the cutoff; move slow parts to a separate quote; drop finishes or inspections |
92| Est. Delivery says "Address required" | No address | Add the shipping address |
93| Overseas holiday delays | Chinese New Year, Golden Week | Switch to North America or "USA only" |
94| Need a hard date | — | Tell Fictiv in chat; Teams accounts have the Lead Time Optimizer |
5. Lead time and delivery problems
| Symptom | Cause | Fix |
|---|---|---|
| Ship date later than the tier's day count | Past the daily cutoff, holidays, or the slowest part or finish drives it ("Longest lead-time part (+2 day)") | Order before the cutoff; move slow parts to a separate quote; drop finishes or inspections |
| Est. Delivery says "Address required" | No address | Add the shipping address |
| Overseas holiday delays | Chinese New Year, Golden Week | Switch to North America or "USA only" |
| Need a hard date | — | Tell Fictiv in chat; Teams accounts have the Lead Time Optimizer |
96## 6. Checkout and payment problems
98| Symptom | Cause | Fix |
99|---|---|---|
100| "No shipping options available" (seen live) | No address selected | Add or select a US or Canada address |
101| Address rejected | Non-US/CA country, or invalid phone or ZIP | Use a valid US/CA address and full phone number; international orders go via sales@fictiv.com |
102| Place order disabled | Missing address, shipping choice or payment | Complete all three sections |
103| Card declined | Issuer decline, billing ZIP mismatch, card limit, or a 3-D Secure prompt awaiting the user | The user checks the card details and ZIP, approves any bank prompt, tries another card, or uses PO. Never retry repeatedly. |
104| PO tab only shows "Create and Apply for Payment Terms" (seen live) | Terms not approved yet | The user applies (about 2 business days) and pays by card meanwhile; ar@fictiv.com |
105| Taxed despite being exempt | Exemption not enabled, or the checkbox not ticked this order | Enable at My Account and tick at checkout each time |
106| Tariff charges unexpected | Overseas production of metal parts; Commercial classification | Consider USA-only or North America tiers; check the Prototype classification is accurate |
6. Checkout and payment problems
| Symptom | Cause | Fix |
|---|---|---|
| "No shipping options available" (seen live) | No address selected | Add or select a US or Canada address |
| Address rejected | Non-US/CA country, or invalid phone or ZIP | Use a valid US/CA address and full phone number; international orders go via sales@fictiv.com |
| Place order disabled | Missing address, shipping choice or payment | Complete all three sections |
| Card declined | Issuer decline, billing ZIP mismatch, card limit, or a 3-D Secure prompt awaiting the user | The user checks the card details and ZIP, approves any bank prompt, tries another card, or uses PO. Never retry repeatedly. |
| PO tab only shows "Create and Apply for Payment Terms" (seen live) | Terms not approved yet | The user applies (about 2 business days) and pays by card meanwhile; ar@fictiv.com |
| Taxed despite being exempt | Exemption not enabled, or the checkbox not ticked this order | Enable at My Account and tick at checkout each time |
| Tariff charges unexpected | Overseas production of metal parts; Commercial classification | Consider USA-only or North America tiers; check the Prototype classification is accurate |
108## 7. Order and post-order problems
110| Symptom | Fix |
111|---|---|
112| Need to cancel or change | Contact the program manager or hello@fictiv.com immediately (window: minutes to hours). ECOs cost fees and days. |
113| Parts out of spec, wrong finish, missing threads | Contact the program manager immediately with photos and measurements and obtain RMA instructions; standard Terms include 72-hour warranty/return deadlines and exclusions. Fictiv determines repair, remake or refund eligibility (orders-library-teams.md §5). |
114| Customs hold | Read the Customs Information tab and displayed deadline. For DDP, complete descriptions/end use; Fictiv handles import documents. For US EXW, the customer handles HTS/CBP registration/POA through the carrier. Canada requires its own import documentation. |
115| Can't find an order | Search uses contiguous substrings (order name, part name, PO#); check Team workspaces |
116| Need certs or reports | Order detail → "Inspection report data" / "View inspection". Certs only exist if they were added before ordering. |
7. Order and post-order problems
| Symptom | Fix |
|---|---|
| Need to cancel or change | Contact the program manager or hello@fictiv.com immediately (window: minutes to hours). ECOs cost fees and days. |
| Parts out of spec, wrong finish, missing threads | Contact the program manager immediately with photos and measurements and obtain RMA instructions; standard Terms include 72-hour warranty/return deadlines and exclusions. Fictiv determines repair, remake or refund eligibility (orders-library-teams.md §5). |
| Customs hold | Read the Customs Information tab and displayed deadline. For DDP, complete descriptions/end use; Fictiv handles import documents. For US EXW, the customer handles HTS/CBP registration/POA through the carrier. Canada requires its own import documentation. |
| Can't find an order | Search uses contiguous substrings (order name, part name, PO#); check Team workspaces |
| Need certs or reports | Order detail → "Inspection report data" / "View inspection". Certs only exist if they were added before ordering. |
118## 8. Browser-automation problems
120| Symptom | Fix |
121|---|---|
122| Clicks land in the wrong place | Use `find` → `ref` clicks. The viewport can be very wide, so coordinates from a scaled screenshot drift. |
123| Dropdown shows only a few options | It's virtualized: run `list_dropdown_options.js` or type to filter |
124| Selected option didn't stick | Type the text, wait about 1 s, press Enter, then re-read the field. For the Process field in edit mode, reload the quote URL to reset if needed. |
125| Unexpected "Are you sure you want to change lead times?" dialog | You clicked a tier radio. Cancel unless intended. |
126| JS result is `{}` | You returned a Promise. Use `await (async()=>{…})()` |
127| JS result truncated or "[BLOCKED: Cookie/query string data]" | Return compact JSON; avoid returning full URLs with query strings (use `location.pathname`) |
128| Modal content not in `get_page_text` | Modals render in portals; read `.ant-modal-content` via JS, or slice `document.body.innerText` after a known heading |
129| Tour or onboarding popups ("Upload complete!", "Improved DFM visualizations!", "Sounds good") | Dismiss them ("No, I've got this", "Sounds good", ×) |
130| Changes lost | Part-modal edits need Apply configuration / Save, then Save and close. Reading a URL mid-edit discards them. |
8. Browser-automation problems
| Symptom | Fix |
|---|---|
| Clicks land in the wrong place | Use find → ref clicks. The viewport can be very wide, so coordinates from a scaled screenshot drift. |
| Dropdown shows only a few options | It's virtualized: run list_dropdown_options.js or type to filter |
| Selected option didn't stick | Type the text, wait about 1 s, press Enter, then re-read the field. For the Process field in edit mode, reload the quote URL to reset if needed. |
| Unexpected "Are you sure you want to change lead times?" dialog | You clicked a tier radio. Cancel unless intended. |
JS result is {} | You returned a Promise. Use await (async()=>{…})() |
| JS result truncated or "[BLOCKED: Cookie/query string data]" | Return compact JSON; avoid returning full URLs with query strings (use location.pathname) |
Modal content not in get_page_text | Modals render in portals; read .ant-modal-content via JS, or slice document.body.innerText after a known heading |
| Tour or onboarding popups ("Upload complete!", "Improved DFM visualizations!", "Sounds good") | Dismiss them ("No, I've got this", "Sounds good", ×) |
| Changes lost | Part-modal edits need Apply configuration / Save, then Save and close. Reading a URL mid-edit discards them. |