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Fix file upload or processing problems

Work out whether a file failed to upload or is still being processed, then take the next useful step.

Find the help you need

  1. Identify where the problem happened

    Check whether you attached a file in Chat or uploaded it to Resources & Uploads. Note the exact message and file name. The two areas can have different supported formats, limits and recovery controls.

  2. Check the file and limit

    Compare the file type and size with the requirements shown by that upload form. Check that the file opens on your device. If the format is unsupported, create a supported export in the original application; changing the name alone will not convert it.

  3. Check whether upload completed

    In Resources, read the upload results and look for the file in the selected destination. A file can be present while processing continues. If a batch partly succeeded, identify the failed items before uploading again.

  4. Read the processing status

    For a Resources file, open its status or details. If it is still processing, allow it to finish. If it shows a processing error, read the message and use Retry processing when offered after addressing the cause. Repeated uploads are not a substitute for checking processing.

  5. Confirm the recovered file

    Wait for Ready and open the item to check the content. For Chat, wait for the attachment to finish preparing before sending a request about it. If an earlier upload also succeeded, identify which copy you intend to use before removing anything.

  6. Get help with a persistent failure

    Contact support with the product area, file type and approximate size, the time of the failure and the exact error. Include a sanitised screenshot if useful. Do not attach confidential student material simply to demonstrate the problem.

Check your result

You have identified the failed stage and either checked a usable file or gathered the details needed for help.

If something doesn’t look right

The same error returns after retrying

Check whether the file itself or a stated limit is the cause.

Stop repeated retries and contact support with the error and safe file details.

The file exists but a chat cannot use it

Check processing and whether you have selected the intended file for that conversation.

Wait for preparation to finish and add the ready file through the Chat attachment controls.

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Need more help?

Tell the team what you were trying to do and what happened.

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