Selecting a file is not always the same as completing its upload. Wait for processing and check for an error before continuing.
A rejected or stalled file
- Confirm that its format is supported. Renaming a file extension does not convert the document.
- Open the original and check that it is complete, readable and undamaged. Password protection can prevent processing; only make an accessible copy if you have permission to do so.
- Check your connection and try an up-to-date browser. Follow any file-size error shown on screen and, if needed, use a smaller but still legible copy.
- Keep the originals. Remove an unsuccessful selection from the creation step if necessary, then choose it again.
Documents missing after sign-in
Some browsers cannot preserve selected files through the login process. Check the file list again. If a property check may already have been created, look in My reports before starting another one.
For continued trouble, contact support with the file type, size, exact error and whether the report already exists. Do not send an entire confidential file collection without first establishing what is needed.