Troubleshooting

Why can't I find a file or folder in search or in the index?

Gety's indexing process has two stages: fast indexing and text extraction.

If you can't find a file, there are usually three possible explanations:

• The file hasn't been indexed.
• The file is in the index, but text extraction hasn't finished.
• The file is searchable, but it appears further down the results or is hidden by a filter.

Run the File Diagnostic Tool first to find out which applies.

Diagnose the file first

The File Diagnostic Tool checks an individual file and identifies what may be preventing it from being indexed.

1. Open Settings → About → File Diagnostic Tool.
2. Drag the file into the box, or click to select it.
3. Gety checks whether the file is in a folder included in your index, whether its connector is running, whether the folders along its path are indexed, and whether any filter rules exclude it.

The result is Troubleshooting passed or Troubleshooting failed. Follow the guidance for your result:

• Troubleshooting passed: This means the file is already in Gety's index. Search for its full file name to quickly confirm that you can find it. If you find the file but cannot search its contents, see The file name appears, but its contents do not.
• Troubleshooting failed: The file hasn't been indexed. See The file is not in the index.

The file is not in the index

If the diagnostic check fails, the tool explains why and suggests a fix, such as adding the parent folder to your search folders, starting the connector, or adjusting filter settings. Follow its recommendation, then search again.

Gety uses exclusion rules to skip system files and directories that do not need indexing, reducing unnecessary processing and irrelevant results. It also includes allowlist rules so that useful files are still indexed. If a file or folder you use was excluded, select Send Report in the diagnostic tool and tell us what you need to search. Your feedback helps us improve these rules.

If content from a connector is missing, see The connector has no results.

The file name appears, but its contents do not

If the file name appears, the file is already in the index. Next, check whether text extraction has finished and whether Gety extracted the text you want to find.

1. Open Settings → Local Files → Search Folders.

2. Find the folder, open its menu, and choose Open Index Viewer.

   

3. Find and select the file in the Index Viewer, then check its Status and the Content panel:

   Status or message	What it means
   Awaiting extraction	The file is waiting to be processed. Wait for extraction to finish
   Basic extraction complete, OCR in progress	Extracted text is searchable; OCR is still processing images and scans
   Extraction complete / Extraction complete (with OCR)	Extraction finished, so continue troubleshooting below
   Not extracted	Extraction failed. Expand Reason to see the error
   No content extracted (Content panel)	Gety has not read any text from this file. If extraction has finished, try Refresh content. If the panel is still empty afterward, contact hi@gety.ai with the file format and any error shown

4. If extraction is still running, wait for it to finish. If extraction failed, select Refresh content to retry. If you changed the original file but the extracted text is still out of date, you can also refresh this file.

   

After refreshing, wait for extraction to finish and search again. If you still cannot find the content, open the Content panel. It shows the text Gety read from the file. Compare it with the original file: does it include the sentence or keyword you searched for?

• The text is present: You can find the file by searching for this text. It may appear further down the results; use the filter panel to narrow the results by file type, source, or date.
• Gety extracted incomplete or incorrect text: Gety may have missed or misread some text in an image, scan, or complex layout. Contact hi@gety.ai and describe which text is missing or incorrect. If possible, include the original file so we can reproduce the problem and improve extraction. If it contains private information, you can provide a redacted screenshot instead, though a screenshot alone may not be enough to fully diagnose the cause.

How do I find log files?

1. Go to Settings → General → Advanced Settings and find Log File.
2. Click Open Directory to open the folder containing your .log files.

Log folder paths:

• Windows: %LOCALAPPDATA%\ai.gety\logs. Press Win + R, paste the path, and press Enter.
• macOS: ~/Library/Logs/ai.gety. In Finder, press Command + Shift + G, paste the path, and press Return.

What should I do if GetyService is unavailable?

This means Gety's local file indexing service on Windows is not working correctly. First, check whether it is running.

1. Right-click the Windows taskbar and open Task Manager.
2. Open Services, search for Gety, and find gety-service.
3. If its status is Stopped, right-click it and select Start.
4. Reopen Gety and check whether the error is gone and indexing has resumed.

If the service is missing or fails to start, record the exact error and collect logs before reporting it. Do not assume that zero search results mean this service has failed.

What should I do if a model download is slow or fails?

Check the error in the indexing status panel or notification, then follow the relevant steps below.

• Network error or all download sources failed: Check your internet connection. If your network requires a proxy, configure and test it in Settings → General → Proxy, then retry.
• File verification failed: Download the file again. Do not skip verification or use a file that failed verification.
• Insufficient disk space, write failure, or extraction failure: Check free space on the disk containing Gety's data directory and whether your user account has permission to write to that folder, then retry.

If the download still fails, record the model name and exact error, then collect logs before reporting it.

Why can I find a file but not open or preview it?

First try opening the original file in your file manager to distinguish a file access problem from a Gety preview problem.

• The original file also fails to open: Check whether it was moved or deleted, whether its disk or network folder is accessible, and whether your user account has permission to read the file.
• The original opens, but Gety cannot preview it: Open the file in the app you normally use to view it. Report the file format and Gety's error message. A preview failure does not require rebuilding your entire index.

How do I restore sharing confirmations when notifications are disabled?

Allow Gety to send notifications in your operating system's notification settings. Then choose Ask every time in Settings → AI Integrations → Data Sharing Control.

Make a new request from your AI app and confirm that Gety shows a sharing confirmation before continuing with sensitive material. If no confirmation appears, stop requesting file access from that AI app; do not assume the request was blocked.

Error codes

"io: access denied. (os error 5)"

If you see "Failed to install CLI command: io: access denied. (os error 5)" when installing the CLI on Windows, it is usually caused by system permissions.

Try these steps:

1. Check whether antivirus or security software blocked the operation

   If there is a security prompt, allow the CLI installation, then install the CLI again.

2. Use the Windows account that installed Gety

   If you are signed in with a different Windows account, you may not have permission to write to the CLI installation folder.

3. Run Gety as administrator

   Close Gety, right-click the Gety icon, select Run as administrator, then go back to AI Integrations and install the CLI again.