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Troubleshooting Document Uploads and Data Extraction

This article explains common issues and considerations for document uploads and data extraction, and provides steps to resolve extraction failures.

Overview

Uploading documents and extracting data from them helps streamline the process of capturing information from uploaded files. However, factors such as unsupported file formats, large file sizes, encrypted documents, browser issues, or extraction settings can prevent the process from working as expected.

Supported file formats

  • PDF
  • TIF / TIFF
  • PNG
  • JPG / JPEG
  • GIF

Before you upload

  1. Confirm your file is in a supported format.
  2. Keep individual files preferably under 4 MB; files larger than 4 MB may take longer to upload or time out.
  3. Ensure a stable internet connection during upload.

How extraction is triggered

  1. During upload, ensure the "extract data" option/checkbox is selected if present.
  2. After upload, check the "Extracted Data" card (located in the top-right area above the Document Data completion wizard) for automatically extracted information.
  3. If extraction did not run during upload or no data appears, open the document in the viewer and click the "Extract Data" button to trigger extraction manually.

Troubleshooting steps

  1. Verify the file format and size (convert or reduce file size if needed).
  2. Manually trigger extraction via the "Extract Data" button in the document viewing area.
    1. Some files come encrypted from their platform or even require a password. These files will fail to upload. One of the solutions is to use a website to compress the files, as they will be  decrypted. (We do not recommend any specific websites, and using them is under your responsibility)
  3. Clear your browser cache or try a different browser to rule out browser-related issues.
  4. Reattempt upload with a stable internet connection; very large files may time out.
  5. If issues persist after the above steps, collect the problematic file(s) and contact support for further troubleshooting.