[{"data":1,"prerenderedAt":406},["ShallowReactive",2],{"guide:\u002Finternal\u002Fdata-room\u002Fupload-problems":3,"related:\u002Finternal\u002Fdata-room\u002Fupload-problems":399},{"id":4,"title":5,"audience":6,"body":7,"canonical_url":376,"collection":377,"description":378,"extension":379,"feature_flags":380,"is_draft_preview":381,"legends":382,"meta":383,"navigation":384,"order":385,"path":386,"reading_minutes":387,"related":388,"seo":391,"slug":392,"status":393,"stem":394,"tour_ids":395,"type":396,"updated_at":397,"__hash__":398},"guides\u002Finternal\u002Fdata-room\u002Fupload-problems.md","Upload problems","internal",{"type":8,"value":9,"toc":368},"minimark",[10,14,19,58,62,297,301,317,321,328,337,348,354],[11,12,13],"p",{},"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.",[15,16,18],"h2",{"id":17},"before-you-start","Before you start",[20,21,22,35],"ul",{},[23,24,25,26,30,31,34],"li",{},"Open ",[27,28,29],"strong",{},"Files › Workspace",". The ",[27,32,33],{},"Status"," column and the upload panel at the bottom right are where every symptom shows.",[23,36,37,38,41,42,45,46,49,50,53,54,57],{},"For a finished upload, ",[27,39,40],{},"Job manager"," in the ⋮ menu next to ",[27,43,44],{},"Upload"," lists your upload sessions of the last 30 days (colleagues see their own); ",[27,47,48],{},"View Details"," on a session shows each file with ",[27,51,52],{},"Show failed \u002F paused only"," and ",[27,55,56],{},"Copy Failed Paths",".",[15,59,61],{"id":60},"steps","Steps",[63,64,65,244,264,282,285],"ol",{},[23,66,67,68,70,71,235,238],{},"Read the file's status in the ",[27,69,33],{}," column. For a failed, blocked or paused file, hover over the status for the reason.",[72,73,74,89],"table",{},[75,76,77],"thead",{},[78,79,80,83,86],"tr",{},[81,82,33],"th",{},[81,84,85],{},"What it means",[81,87,88],{},"What to do",[90,91,92,106,119,132,149,171,195,219],"tbody",{},[78,93,94,100,103],{},[95,96,97],"td",{},[27,98,99],{},"Uploading",[95,101,102],{},"The bytes are still being sent.",[95,104,105],{},"Keep the tab open. Uploads count as activity, so the inactivity timeout does not interrupt them.",[78,107,108,113,116],{},[95,109,110],{},[27,111,112],{},"Processing",[95,114,115],{},"Stored; the app is reading the text, rendering the preview and indexing it. Large batches queue.",[95,117,118],{},"Wait. Download works already; the viewer for PDFs and Office files, search and the AI wait for this step.",[78,120,121,126,129],{},[95,122,123],{},[27,124,125],{},"Ready",[95,127,128],{},"Processed and searchable.",[95,130,131],{},"Nothing.",[78,133,134,139,142],{},[95,135,136],{},[27,137,138],{},"Uploaded – can't be processed",[95,140,141],{},"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).",[95,143,144,145,148],{},"Remove the protection, convert the file to PDF, Word, Excel or PowerPoint, or split a very long document, then upload again with ",[27,146,147],{},"Replace"," on the Review step.",[78,150,151,157,160],{},[95,152,153,156],{},[27,154,155],{},"Failed"," (upload panel)",[95,158,159],{},"The file could not be uploaded, usually after several automatic retries.",[95,161,162,163,166,167,170],{},"Select ",[27,164,165],{},"Retry Failed"," in the upload panel, or ",[27,168,169],{},"Retry"," on the file in the session's details.",[78,172,173,182,185],{},[95,174,175,178,179,156],{},[27,176,177],{},"Paused"," or ",[27,180,181],{},"Needs reselection",[95,183,184],{},"The upload stopped because the tab was closed, reloaded or lost its connection.",[95,186,187,188,178,191,194],{},"Open the session and select ",[27,189,190],{},"Reselect Files",[27,192,193],{},"Reselect Folder","; see step 2.",[78,196,197,202,207],{},[95,198,199],{},[27,200,201],{},"Balance Insufficient",[95,203,204,205,57],{},"Stored, but processing paused because the account is out of credits. The viewer, search and the AI wait, as for ",[27,206,112],{},[95,208,209,210,213,214,57],{},"An admin adds credits under ",[27,211,212],{},"Plans & credits","; processing resumes on its own. See ",[215,216,218],"a",{"href":217},"\u002Finternal\u002Faccount\u002Fcredits-and-billing","Credits and billing",[78,220,221,229,232],{},[95,222,223,178,226],{},[27,224,225],{},"Can't be accepted",[27,227,228],{},"Blocked – threat detected",[95,230,231],{},"The virus scan could not run on this file type or size, or found a threat. The file was not stored.",[95,233,234],{},"Send the document another way, or repackage it (for example, extract a ZIP archive and upload the files inside).",[236,237],"br",{},[239,240],"img",{"alt":241,"src":242,"title":243},"The Workspace with the Status column","\u002Fmedia\u002Fupload-problems\u002Ffile-status.png","Every uploaded file shows its status here.",[23,245,246,247,250,251,254,255,178,257,259,260,263],{},"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 ",[27,248,249],{},"Action needed"," and the session reads ",[27,252,253],{},"Upload is paused until the missing files are reselected."," Select ",[27,256,190],{},[27,258,193],{},", 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 ",[27,261,262],{},"Skip duplicates"," on the Review step; only the missing files are sent.",[23,265,266,267,269,270,272,273,275,276,278,279,281],{},"If some files in a batch failed, open the session in ",[27,268,40],{},", tick ",[27,271,52],{}," and either ",[27,274,169],{}," them (or ",[27,277,165],{}," in the upload panel) or ",[27,280,56],{}," to see exactly which files need attention.",[23,283,284],{},"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.",[23,286,287,288,292,293,296],{},"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 ",[289,290,291],"code",{},"eu-west-1"," region; a corporate proxy or data-loss-prevention filter that allows the app domain but not ",[289,294,295],{},"*.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.",[15,298,300],{"id":299},"check-the-result","Check the result",[11,302,303,304,306,307,309,310,313,314,57],{},"Every file shows ",[27,305,125],{},", or an explained state you have decided to accept. The upload session in ",[27,308,40],{}," reads ",[27,311,312],{},"Upload completed"," rather than ",[27,315,316],{},"Upload finished with failures",[15,318,320],{"id":319},"if-something-goes-wrong","If something goes wrong",[322,323,325],"problem",{"title":324},"The upload button only takes files, or only one folder",[11,326,327],{},"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.",[322,329,331],{"title":330},"The upload panel is stuck at 0%",[11,332,333,334,336],{},"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' ",[27,335,33],{}," column in the Workspace always shows the real state.",[322,338,340],{"title":339},"A file sat on Processing for hours",[11,341,342,343,345,346,57],{},"Processing is retried automatically after about five hours and, if it still does not finish, the file is marked ",[27,344,138],{}," 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 ",[27,347,147],{},[322,349,351],{"title":350},"A file with a changed extension fails",[11,352,353],{},"A document renamed to .pdf that is really an email or another format cannot be read. Restore the real extension before uploading.",[322,355,357],{"title":356},"A large batch uploaded directly to the Dataroom is slow",[11,358,359,360,363,364,57],{},"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 ",[27,361,362],{},"Scan Workspace","; see ",[215,365,367],{"href":366},"\u002Finternal\u002Fdata-room\u002Fplace-documents-with-ai","Place documents with AI",{"title":369,"searchDepth":370,"depth":370,"links":371},"",2,[372,373,374,375],{"id":17,"depth":370,"text":18},{"id":60,"depth":370,"text":61},{"id":299,"depth":370,"text":300},{"id":319,"depth":370,"text":320},"https:\u002F\u002Fdocs.vdr.valutico.dev\u002Finternal\u002Fdata-room\u002Fupload-problems","data-room","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.","md",[],false,{},{},true,4,"\u002Finternal\u002Fdata-room\u002Fupload-problems",5,[389,390],"upload-documents","credits-and-billing",{"title":5,"description":378},"upload-problems","published","internal\u002Fdata-room\u002Fupload-problems",[377],"task","2026-09-29T13:21:45+02:00","No_eTmWlXEbvMXshrc41QN9Jj7AFLdI6Zoe8Fh1iJSk",[400,402],{"title":218,"description":401,"path":217,"audience":6,"slug":390},"What credits pay for, where to see your balance, what happens when you run out, and how a published data room is billed.",{"title":403,"description":404,"path":405,"audience":6,"slug":389},"Upload documents","Get files and folders into the project's Workspace, where your team prepares them before anything is shared.","\u002Finternal\u002Fdata-room\u002Fupload-documents",1790706827413]