> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neuralfactory.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Document Processing

> Troubleshoot document upload failures and indexing issues.

# Document Processing Issues

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

## Upload failures

### 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

### 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.

## Indexing issues

### 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.

### Document status is "Failed"

Common reasons for processing failures:

| Cause                  | Solution                                                      |
| ---------------------- | ------------------------------------------------------------- |
| Unsupported format     | Convert to a supported format (PDF, DOCX, etc.)               |
| Corrupted file         | Repair or re-export the file from its source application      |
| Password-protected PDF | Remove password protection before uploading                   |
| Encrypted document     | Decrypt the document before uploading                         |
| Empty file             | Ensure the file has actual content                            |
| Unreadable scan        | For scanned PDFs, ensure the scan quality is adequate for OCR |

### Documents indexed but not found in search

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)

## SharePoint / Google Drive sync issues

### 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)

### 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