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Document Processing Issues

This guide helps you resolve problems with uploading, processing, and indexing documents in knowledge bases.

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Upload failures

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File upload doesn’t start

  • Check file size — The file may exceed the maximum allowed size for your plan
  • Check file format — Ensure the file is in a supported format (PDF, DOCX, XLSX, TXT, PPTX, CSV)
  • Browser issues — Try a different browser or clear your browser cache
  • Network issues — Check your internet connection; large files need a stable connection

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Upload starts but fails midway

  • Network instability — A network interruption during upload. Try again with a stable connection.
  • File corruption — The file may be damaged. Try opening it locally to verify, then re-upload.
  • Server timeout — Very large files may time out. Try splitting the document into smaller files.

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Indexing issues

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Document stuck in “Processing”

If a document stays in “Processing” status for an unusually long time:
  1. Wait — Large documents or bulk uploads may take longer. Allow up to 30 minutes for large batches.
  2. Check the queue — If many documents were uploaded simultaneously, they’re processed sequentially.
  3. Retry — Delete the document and upload it again.
  4. Contact support — If it’s still stuck after retrying, there may be a backend issue.

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Document status is “Failed”

Common reasons for processing failures: If documents show “Indexed” status but the agent can’t find them:
  1. Wait a moment — There may be a brief delay between indexing and searchability
  2. Check your query — Try different phrasings; the content may not match your exact wording
  3. Check access control — You may not have access to the knowledge base
  4. Verify content — Open the original document and confirm the information you’re looking for is actually in the text (not just in images or headers)

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SharePoint / Google Drive sync issues

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Sync not picking up new files

  • Verify the files are in the folder/library that was selected during datasource configuration
  • For auto-sync, wait for the next sync cycle
  • Trigger a manual sync from the datasource settings
  • Verify the connection credentials haven’t expired (re-authorize if needed)

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Previously synced files missing

  • The file may have been moved or deleted in the source system
  • The connection may need re-authorization
  • Check the datasource sync status for error messages