Audience: customer IT teams
Upload problems
Likely cause: file type/size or an interrupted upload.
Accepted file types: PDF, TXT, CSV, MD, DOCX, DOC, XLS, XLSX and images. XLS and XLSX support multiple worksheets.
Maximum file size: 100 MB.
Files are uploaded locally in the user’s browser, so upload performance is constrained by the available memory on that browser/device — this is worth checking if a user is having trouble with a large file specifically.
Check
- file type is one of the accepted types above
- file size is within the 100 MB limit
- whether the upload completed successfully
- whether retrying resolves it
- whether the device/browser may be low on available memory, particularly for large files
Escalate when: upload failures affect multiple users, or retrying doesn’t help.
Answers missing text from scanned pages or images?
If the upload worked but answers miss text from scanned pages, screenshots or photos of text, see Answers ignore scanned pages or images.
Uploaded documents gone?
If documents a user uploaded earlier are no longer there, see Uploaded documents have disappeared.
Ready to escalate? See the Escalation page for what to collect first.