Most upload problems come from unsupported file formats, files exceeding the 4.5 GB size limit, or temporary network interruptions. This page covers common upload issues and how to resolve them.
File upload fails or stalls
If a file won't upload or the upload stalls before finishing, check the following:
- File type. Confirm the format is supported. See the full list in the supported file types reference.
- File size. Individual files must be under 4.5 GB. If your file exceeds this limit, split it into smaller parts before uploading.
- Network connection. A dropped or unstable connection can interrupt uploads. Verify your connection is stable and try again.
- Batch size. Uploading a very large number of files at once can cause timeouts. Try smaller batches of 100 to 200 files.
File processing appears stuck
Processing time depends on the number and complexity of files in your upload. A single standard document typically finishes within a few minutes. Large batch uploads take longer.
- Expect longer times for large batches. If you upload thousands of files at once, processing can take several hours. A batch of 10,000 or more files may take a few hours to a full day depending on file types and sizes. This is normal. Files are processed in parallel, so you can work with finished files while the rest complete.
- Check the document browser. The file list updates automatically as files finish processing. If you don't see recent changes, reload the page to make sure you're viewing the latest status.
- Wait for complex files. Large PDFs, email archives with many attachments, and scanned image documents take longer to process than simple text files. These files require additional steps such as text extraction, OCR, and embedded object handling.
- Re-upload if a single file is stuck. If one specific file has been stuck on "Processing" for much longer than the other files in the same batch, it may have encountered an error. Delete it from the uploads tab and upload it again to restart processing for that file.
Unsupported file format
Certain file types can't be uploaded or processed. Unsupported formats include:
- Executable files (.exe, .bat, .sh, .com)
- System and configuration files (.dll, .sys, .ini)
- Installer packages (.msi, .dmg, .pkg)
- Virtual machine images and disk images
If you need to include content from an unsupported file type, convert it to PDF before uploading. The supported file types page has the complete list of accepted formats.
Cloud provider upload issues
If uploading from a connected cloud provider (Google Drive, OneDrive, or Dropbox) fails, check these items:
- Re-authenticate the connection. Go to Settings > Connections and re-authenticate with the cloud provider. Authorization tokens expire, and refreshing the connection often fixes the problem.
- Check permissions. Make sure your cloud provider account has read access to the files you're trying to upload. Shared files may require permissions from the file owner.
- Try individual files. If a batch upload from a cloud provider fails, select individual files to isolate the one causing the problem.
For more details on cloud provider setup, see the cloud providers documentation.