Highlighter Documentation

Troubleshooting Annotation Tool

Resolve common issues with the Highlighter annotation tool and optimize your labelling workflow.

Common Issues and Solutions

Loading and Performance Issues

Video/Image Won't Load

Symptoms: Content fails to display or shows error message

Solutions:

  1. Check File Format

    • Verify supported formats (MP4, AVI, MOV for video; JPG, PNG for images)
    • Convert unsupported formats if necessary
    • Ensure file isn't corrupted

  2. Network Connection

    • Test internet connectivity
    • Try refreshing the page
    • Check for network firewall restrictions

  3. Browser Compatibility

    • Use supported browsers (Chrome, Firefox, Safari)
    • Clear browser cache and cookies
    • Disable browser extensions temporarily
    • Try incognito/private browsing mode

Slow Performance

Symptoms: Laggy interface, delayed responses, slow loading

Solutions:

  1. Browser Optimization

    • Close unnecessary tabs and applications
    • Restart browser periodically
    • Update browser to latest version
    • Clear browser cache regularly

  2. System Resources

    • Ensure adequate RAM (8GB+ recommended)
    • Close resource-intensive applications
    • Check CPU usage and cool down if overheating
    • Use wired internet connection if possible

  3. Content Optimization

    • Reduce video resolution for complex annotation tasks
    • Process smaller file segments
    • Use appropriate zoom levels
    • Consider splitting large annotation jobs

Annotation Tool Issues

Tools Not Responding

Symptoms: Annotation tools don't work when clicked

Solutions:

  1. Interface Issues

    • Refresh the browser page
    • Check if you're in the correct annotation mode
    • Ensure proper permissions for the project
    • Try switching between different tools

  2. Session Problems

    • Log out and log back in
    • Check for session timeouts
    • Verify user permissions
    • Contact support support@highlighter.ai if permissions issues persist

Annotations Not Saving

Symptoms: Work disappears or doesn't persist

Solutions:

  1. Manual Save

    • Use the Save button frequently to save work
    • Look for save confirmation messages
    • Check internet connection stability
    • Verify sufficient storage space

  2. Auto-Save Issues

    • Check auto-save settings in preferences
    • Ensure write permissions to project
    • Verify project isn't read-only
    • Contact support support@highlighter.ai if problem persists

  3. Recovery Options

    • Check for auto-saved drafts
    • Look in recently saved items
    • Contact support support@highlighter.ai for data recovery assistance

Precision and Accuracy Issues

Polygon Tool Difficulty

Symptoms: Hard to create precise polygons

Solutions:

  1. Tool Technique

    • Use appropriate zoom level for detail work
    • Click slowly and deliberately for points
    • Use smooth, flowing motions
    • Practice on simple shapes first

  2. Interface Settings

    • Adjust mouse sensitivity
    • Use pen tablet for more precision
    • Enable snap-to-grid if available
    • Use keyboard shortcuts for efficiency

Bounding Box Alignment

Symptoms: Boxes don't align properly with objects

Solutions:

  1. Visual Aids

    • Use zoom for detailed positioning
    • Enable grid overlay if available
    • Use edge detection aids
    • Check for perspective issues

  2. Best Practices

    • Start from corners of objects
    • Include all relevant parts of object
    • Avoid including unnecessary background
    • Maintain consistency across similar objects

Workflow Integration Issues

Assignment and Access Problems

Symptoms: Can't access assigned work or see incomplete assignments

Solutions:

  1. Permission Verification

    • Confirm user role and permissions
    • Check project access rights
    • Verify assignment status with supervisor
    • Request access if needed

  2. Workflow Status

    • Check if workflow is active
    • Verify stage configuration
    • Confirm prerequisites are met
    • Review workflow dependencies

Quality and Review Issues

Symptoms: Work rejected or failing quality checks

Solutions:

  1. Guidelines Review

    • Re-read annotation guidelines
    • Check for updated standards
    • Compare with approved examples
    • Seek clarification on ambiguous cases

  2. Quality Improvement

    • Request feedback on rejected work
    • Practice on training examples
    • Attend calibration sessions
    • Use quality checking tools

Technical Error Messages

"Insufficient Permissions"

Cause: User doesn't have required access rights

Solutions:

  • Contact project administrator
  • Verify user role assignments
  • Check project membership
  • Request elevated permissions if needed

"Session Expired"

Cause: Login session has timed out

Solutions:

  • Log in again with credentials
  • Check for "Remember me" options
  • Adjust session timeout settings if available
  • Contact support support@highlighter.ai for authentication issues

"File Format Not Supported"

Cause: Uploaded file isn't in compatible format

Solutions:

  • Convert file to supported format
  • Check file size limitations
  • Verify file isn't corrupted
  • Contact support support@highlighter.ai for format questions

Prevention and Best Practices

Regular Maintenance

  • Clear browser cache weekly
  • Update browser and plugins regularly
  • Restart browser daily for heavy usage
  • Monitor system performance

Workflow Optimization

  • Save work frequently (every 5-10 minutes)
  • Take regular breaks to avoid fatigue
  • Use keyboard shortcuts for efficiency
  • Keep organized annotation notes

Quality Practices

  • Follow annotation guidelines consistently
  • Double-check work before submission
  • Seek clarification on unclear cases
  • Participate in calibration exercises

Getting Additional Help

Self-Service Options

  1. Documentation

    • Check user guide and tutorials
    • Review FAQ sections
    • Watch training videos
    • Consult quick reference guides

  2. Community Resources

    • User forums and discussion groups
    • Best practice sharing
    • Peer support networks
    • Community troubleshooting

Support Channels

  1. Technical Support

    • Help desk ticket system
    • Email support for non-urgent issues
    • Live chat for immediate assistance
    • Phone support for critical issues

  2. Training and Guidance

    • Schedule training sessions
    • Request one-on-one coaching
    • Join user group meetings
    • Access online training resources

Escalation Process

  1. Level 1: Self-service and documentation
  2. Level 2: Help desk and technical support
  3. Level 3: Engineering team for complex technical issues
  4. Level 4: Product management for feature requests

When contacting support, please provide:

  • Detailed description of the issue
  • Steps to reproduce the problem
  • Browser and system information
  • Screenshots or screen recordings if relevant
  • Error messages or codes if displayed

Regular system maintenance and following best practices can prevent many common issues. When problems do occur, systematic troubleshooting and proper documentation help ensure quick resolution.

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