Troubleshooting
I cannot upload a file
It stalls, errors, or refuses the file: the causes by frequency.
It is nearly always size or connection. Before going in circles, check these four in order.
| Symptom | Likely cause | Fix |
|---|---|---|
| Stops at 90% and goes no further | Unstable connection | Retry on wifi or cable; the upload resumes where it was |
| Says it is too large | Over 30 MB | Rescan at 300 dpi or split the document |
| Says the file is not valid | It is damaged or an unusual format | Open it first: if your computer cannot either, the file is broken |
| Nothing happens when clicking | A browser blocker | Try another window or another browser |
If the file is damaged
A PDF that will not open on your computer will not upload either. It usually happens when a file was half-copied from a USB stick or downloaded from an interrupted email. Ask for it again: there is no way to recover it from here.
Worth knowing
Uploading twenty files at once over a slow connection fails more than uploading five at a time. On a poor connection, go in batches.
Watch out
If a file was rejected on security grounds, do not retry or rename it: it means there is something inside that should not be. Check where it came from first.
›Is progress lost if it cuts out halfway?
No, it resumes. It is only lost if you close the tab.
›Can I upload from a phone?
Yes, including photos taken on the spot.
›Is there a limit on how many at once?
Practical, not technical: the more there are, the longer it takes and the likelier the connection fails.
A real case
The situation
An administrator cannot upload a 60 MB scan of a deed.
What you do
- Rescans at 300 dpi in greyscale
What you get
It drops to 11 MB and uploads first time.
The situation
The upload cuts out halfway on an unstable connection.
What you do
- Retries from a stable network
What you get
The file goes in without splitting anything.
The situation
The file is over the size limit.
What you do
- Compresses or splits the document
What you get
It uploads without losing content.
The situation
An attempt is made to upload a whole folder at once.
What you do
- Uploads the files, not the folder
What you get
The error disappears without changing browser.
The situation
The file name contains unusual characters.
What you do
- Renames it before uploading
What you get
The upload stops failing for no apparent reason.
The situation
Upload happens from a phone and the app closes.
What you do
- Retries with the screen awake until it finishes
What you get
The upload completes first time.
This article answers
- error uploading a document
- the upload stalls halfway
- it will not accept my file
- the pdf will not upload