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, and XLSX. 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.
When to turn on OCR (optical character recognition)
Turn OCR on when the uploaded file contains scanned pages, screenshots, photos of text, or other images where the text is not selectable.
With OCR turned off, uploads are faster and work well for text-based PDFs and documents, but any text embedded in images will be skipped.
If a user has uploaded a scanned document without OCR on and the answers seem incomplete, are missing key sections, or the system appears to ignore charts, diagrams, or image-based pages, they should retry the upload with OCR turned on so the system can extract text from those images too.
Ready to escalate? See the Escalation page for what to collect first.