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Troubleshooting

Troubleshoot failed uploads

Check format, size, permissions and storage before trying again.

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Check the basics

  1. Confirm the file is a supported image, PDF or DOCX/PPTX/XLSX document.
  2. Check that it is no larger than 10 MiB and that the workspace has storage available.
  3. Confirm your role allows uploading. A viewer or commenter cannot add files.
  4. Check your connection and keep the page open until the result appears.

Avoid duplicate uploads

After a timeout, check the Files page before trying again. The first attempt may have completed. If the file is present with a conversion status, follow the processing guide rather than uploading another copy.

When to contact support

If a supported small file is still refused, note the exact safe error text, file extension, approximate size, browser and time. Do not paste private document contents, upload URLs, authentication cookies or access tokens into a support request.

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