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Continuous Spinner When Uploading Terms Documents

Overview

If users see a continuous spinning icon when attempting to upload Terms documents, this typically indicates an issue with the Intapp Terms service, software version conflicts, or unprocessed document records. This article outlines the common causes and steps to resolve the issue.

🧩 Common Causes & Resolutions

1. Check That All Terms Components Are Fully Installed

Ensure all components of Intapp Terms are properly installed.

How to verify installation:

  1. RDP into the server where Terms is installed.
  2. Open Start → Search → Services.
  3. Search for “Terms” in the services list.
  4. If components are missing, contact the development team to initiate installation. 

2. Large PDF Documents May Require Extra Processing Time

If the uploaded PDF is large (e.g., hundreds of pages), the spinner may continue for an extended period.

Recommendation:

  • Wait and retry later.
  • Only proceed with deeper troubleshooting if the issue persists beyond expected processing time.

3. Intapp Terms Windows Service Has Stopped

One of the most common causes is that the Intapp Terms Windows Service has stopped running.

Steps:

  1. Locate the server hosting the Intapp Terms Windows Service.
  2. Start the service if it is stopped.
  3. Set the service to run automatically at startup.
  4. If the service repeatedly stops, check logs located at:
    C:\Program Files\Intapp\TermsWindowsService\Logs
    (or your actual install directory).

4. Software Version Conflicts

Incorrect or mismatched software versions can create processing issues.

Check the following:

  • Ensure the installed version of the Intapp Terms Windows Service matches the installed version of Intapp Open.
  • Ensure LibreOffice version is 7.1.8 or lower, as higher versions may cause compatibility issues.
  • If upgrades or changes are made, restart the server.

LibreOffice 7.1.8 download:
https://downloadarchive.documentfoundation.org/libreoffice/old/7.1.8.1/

5. Unprocessed or Corrupt Documents

In rare cases, the spinner may appear due to corrupt or incomplete entries stuck in the TermDocumentInProcess view.

How to clear stuck records:

  1. Locate the related Document_Id in the TermDocuments database table.
  2. Delete the entry from both:
    • TermDocuments
    • TermDocumentInProcess

📝 When to Contact Support

Contact your internal support or Intapp administrator if:

  • The spinner persists after verifying services and software versions
  • The Terms service repeatedly stops
  • You suspect corrupt document records
  • You lack access to database tables or server-level settings