Troubleshooting File Upload Issues

If you encounter problems when uploading files, this guide covers the most common errors and how to resolve them.

Common Error Messages

"Unsupported file type"

What it means: The file format you uploaded is not in the list of supported types.

How to fix it:

• Check that your file has a valid extension (e.g., .pdf, .docx, .xlsx).

• Refer to the Supported File Types article for the full list of accepted formats.

• Video files (.mp4, .avi) and executable files are not supported.

• If your file has no extension, add the correct one before uploading.

"File size exceeds maximum allowed size"

What it means: Your file is larger than the maximum permitted size for its type.

How to fix it:

• Check the File Size Limits article for the specific limit for your file type.

• Reduce the file size by compressing it, removing unnecessary content, or splitting it into smaller files.

• For spreadsheets, try removing unused sheets or reducing the number of rows and columns.

• For PDFs, try compressing images within the document or splitting it into sections.

"File is password protected"

What it means: The uploaded file is encrypted with a password and cannot be processed without it.

How to fix it:

• Enter the correct password when prompted. The file will be decrypted and processing will resume automatically.

• If you entered an incorrect password, you can try again with the correct one.

• For more details, see the Password-Protected Files article.

"Document is empty"

What it means: The uploaded file was processed but no readable content was found.

How to fix it:

• Verify that the file actually contains content (open it locally to check).

• For scanned PDFs, ensure the scan quality is sufficient for text recognition.

• If the file contains only images without text, the system may not extract meaningful content.

"Processing error"

What it means: A temporary issue occurred while processing your file.

How to fix it:

• Wait a few minutes and try uploading the file again.

• If the problem persists, the file may be corrupted. Try opening it locally to verify it is not damaged.

• Contact support if the issue continues after multiple attempts.

File Processing Statuses

After uploading, your file goes through several processing stages. Here is what each status means:

Duplicate File Detection

Metal automatically detects when you upload a file that is identical to one already in your workspace. When a duplicate is detected:

• The new upload is linked to the existing document.

• Processing is skipped since the content is already available.

• Both the original and the duplicate remain accessible in your workspace.

This helps save processing time and avoids redundant copies of the same content.

Integration-Specific Issues

Egnyte and SharePoint Imports

If you are importing files through Egnyte or SharePoint integrations, note the following restrictions:

• ZIP files are not supported through integration imports. To upload ZIP archives, use the direct upload feature instead.

• All other supported file types and size limits apply as normal.

• If an imported file fails validation, you will see the same error messages described above.

Still Need Help?

If you have followed the steps above and are still experiencing issues with file uploads, please contact our support team with the following information:

• The file name and type you are trying to upload

• The error message you received

• Whether you are uploading directly or through an integration (Egnyte, SharePoint)