Upload problems

What to do when an upload is slow, stops partway, leaves files on Failed or Processing, or skips folders, and what each file status means.

Most upload trouble comes from one of five causes: a file the app cannot read, a network that blocks the storage service, a batch that was too big to finish in one go, an account out of credits, or a folder that was empty. This guide tells them apart by what you see on screen and gives the fix for each.

Before you start

Open Files › Workspace. The Status column and the upload panel at the bottom right are where every symptom shows.
For a finished upload, Job manager in the ⋮ menu next to Upload lists your upload sessions of the last 30 days (colleagues see their own); View Details on a session shows each file with Show failed / paused only and Copy Failed Paths.

Steps

Read the file's status in the Status column. For a failed, blocked or paused file, hover over the status for the reason.

Status	What it means	What to do
Uploading	The bytes are still being sent.	Keep the tab open. Uploads count as activity, so the inactivity timeout does not interrupt them.
Processing	Stored; the app is reading the text, rendering the preview and indexing it. Large batches queue.	Wait. Download works already; the viewer for PDFs and Office files, search and the AI wait for this step.
Ready	Processed and searchable.	Nothing.
Uploaded – can't be processed	Stored and downloadable, but the contents could not be read: password-protected, encrypted or damaged, an unsupported format, or over 1,000 pages (then only a summary was indexed).	Remove the protection, convert the file to PDF, Word, Excel or PowerPoint, or split a very long document, then upload again with Replace on the Review step.
Failed (upload panel)	The file could not be uploaded, usually after several automatic retries.	Select Retry Failed in the upload panel, or Retry on the file in the session's details.
Paused or Needs reselection (upload panel)	The upload stopped because the tab was closed, reloaded or lost its connection.	Open the session and select Reselect Files or Reselect Folder; see step 2.
Balance Insufficient	Stored, but processing paused because the account is out of credits. The viewer, search and the AI wait, as for Processing.	An admin adds credits under Plans & credits; processing resumes on its own. See Credits and billing.
Can't be accepted or Blocked – threat detected	The virus scan could not run on this file type or size, or found a threat. The file was not stored.	Send the document another way, or repackage it (for example, extract a ZIP archive and upload the files inside).

Every uploaded file shows its status here.

If a big upload stopped partway, for example 730 of 904 files after a reload or a lost connection, do not start over. The upload panel shows Action needed and the session reads Upload is paused until the missing files are reselected. Select Reselect Files or Reselect Folder, pick the same files or folder again, and the session resumes where it stopped. If the session is gone, re-run the same upload and choose Skip duplicates on the Review step; only the missing files are sent.
If some files in a batch failed, open the session in Job manager, tick Show failed / paused only and either Retry them (or Retry Failed in the upload panel) or Copy Failed Paths to see exactly which files need attention.
If a whole folder is missing after a folder upload, it was empty. Folders with no files inside are not created; add a document to the folder and upload it, or create the folder in the Dataroom structure instead.
If uploads fail immediately or previews never load while the rest of the app works, your network is blocking the storage service. Documents travel straight to Amazon S3 in the eu-west-1 region; a corporate proxy or data-loss-prevention filter that allows the app domain but not *.s3.eu-west-1.amazonaws.com breaks exactly this. Try another network, or ask IT to allow that host. A VPN that inspects traffic can also drop large transfers; switch it off for the upload.

Check the result

Every file shows Ready, or an explained state you have decided to accept. The upload session in Job manager reads Upload completed rather than Upload finished with failures.

If something goes wrong

The upload button only takes files, or only one folder

The browser's picker chooses either files or a folder. To upload several top-level folders at once, or folders and files together, drag them from your computer onto the Workspace; every dropped folder becomes its own branch.

The upload panel is stuck at 0%

The upload itself usually finished and the panel missed the update. It checks again when the connection returns, when you come back to the tab, and every few minutes; the files' Status column in the Workspace always shows the real state.

A file sat on Processing for hours

Processing is retried automatically after about five hours and, if it still does not finish, the file is marked Uploaded – can't be processed after another five. With a very large backlog it can take longer. If it is urgent, download the file, check it opens and is not protected, and upload it again with Replace.

A file with a changed extension fails

A document renamed to .pdf that is really an email or another format cannot be read. Restore the real extension before uploading.

A large batch uploaded directly to the Dataroom is slow

Every file placed straight into the index updates the index, so very large batches take longer; the app retries clashes between them on its own. For hundreds of files, upload to the Workspace first, then place the files with Scan Workspace; see Place documents with AI.