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Symptom

User reports one or more of the following:

  • File rejected as unsupported format.
  • File too large error.
  • Upload timeout.
  • Processing remains stuck after upload.

Diagnosis steps

  1. Confirm file extension and actual file format.
  2. Confirm file size and upload method (single or batch).
  3. Check network stability at upload time.
  4. Verify queue status progression from Uploaded to Processing.
  5. Check whether issue is isolated or affects multiple users.

Root cause

  • Unsupported or corrupted file format.
  • File size exceeds configured limit.
  • Network interruption during upload.
  • Processing queue delay or job lock.

Resolution

Unsupported format​

  1. Ask user to convert file to PDF or Word.
  2. Re-upload converted file.
  3. Validate status reaches Uploaded then Processing.

File too large​

  1. Ask user to compress or split file by logical sections.
  2. Upload split files in sequence.
  3. Confirm each part reaches Ready for Review.

Upload timeout​

  1. Retry upload on stable connection.
  2. Use smaller batch size.
  3. Confirm successful transfer in queue history.

Processing stuck​

  1. Refresh queue and check job status after 2-3 minutes.
  2. Retry processing once from document action menu.
  3. If still stuck, capture job ID and escalate.

Escalation

Escalate when:

  • Upload fails repeatedly after format and size checks.
  • Processing remains stuck beyond normal window.
  • Multiple tenants report the same behavior.

Escalate to:

  • L2 Support for platform diagnostics.
  • Engineering for queue or processing service issues.

Include:

  • Workspace ID, document ID, and job ID.
  • File format, size, and upload timestamp.
  • Error message text and screenshot.

Related issues