Troubleshooting Upload Issues
If you're experiencing problems while uploading documents to DocuNero, this guide will help you diagnose the cause and resolve the issue quickly. Below are the most common upload problems—along with clear steps to fix them.
Quick Diagnosis
Most upload issues fall into a few categories: file size/format, image quality, or network problems. Start with the basics—check file size and try re-uploading.
1. File Won't Upload
A document may fail to upload for several reasons. Below are the most common causes and solutions.
Possible Causes:
- • File size exceeds the maximum limit
- • Unsupported format
- • Browser issue
- • Network connection failure
- • File is corrupted
How to Fix It:
✔ Check file size
DocuNero supports files up to 10MB.
If your file is larger, compress the PDF or image, or export at a lower resolution.
✔ Verify file format
Supported formats include:
- • JPG / JPEG
- • PNG
TIFF and HEIC may not process reliably on all devices.
✔ Try another browser
We recommend Google Chrome, Microsoft Edge, or Safari.
Ad blockers or extensions can sometimes interfere with uploads.
✔ Re-download or re-scan the document
If the file is damaged or partially saved, upload will fail.
2. Document Uploads but Processing Fails
The file successfully uploads but shows a Failed processing status.
Possible Causes:
- • Encrypted or password-protected PDF
- • Very poor image quality
- • Missing pages
- • Unsupported document layout
- • Heavily handwritten receipts
How to Fix It:
✔ Remove security from PDFs
Processing systems cannot read locked files.
✔ Improve image quality
- • Retake the photo with better lighting
- • Place the document on a flat, clean surface
- • Ensure the full document is in the frame
- • Avoid shadows and glare
✔ Re-upload the document
Intermittent failures may resolve on second attempt.
✔ Convert the file to PDF
Some image formats work better after conversion.
3. Blurry, Dark, or Slanted Images
Image quality directly affects OCR accuracy and can lead to extraction errors or failures.
How to Fix It:
- • Hold your camera steady while taking the photo
- • Take the picture in bright, even lighting
- • Avoid shadows, reflections, and glare
- • Ensure the document is flat
- • Clean your camera lens
- • Move closer (but ensure the entire document is visible)
- • Use your phone's built-in document scanning mode
💡 Tip: Use your phone's built-in document scanning mode for the best results.
4. File Is Too Large
Some PDFs—especially multi-page scans—can exceed DocuNero's 10MB file limit.
How to Fix It:
- • Use "Reduce File Size" in your PDF viewer
- • Export at 150–200 DPI instead of 300 DPI
- • Compress using online tools or Adobe Acrobat
- • Split large documents into multiple uploads
5. Wrong Document Type Detected
Sometimes a document is misclassified (e.g., receipt detected as invoice).
Possible Causes:
- • Mixed content (multiple receipts in one image)
- • Unusual formatting
- • Background clutter interfering with detection
How to Fix It:
- • Upload one document per image
- • Crop out surrounding objects
- • Avoid uploading screenshots with extra UI elements
- • You can always override document type manually during review
6. Duplicate Document Warning
DocuNero automatically detects duplicate uploads to prevent repeated processing.
If you see a duplicate warning:
- • Review the preview to ensure it's not already processed
- • Rename your file to differentiate versions
- • Upload again if the duplicate detection was incorrect
7. Network or Browser Errors
Symptoms:
- • Upload freezes at 0%
- • Upload stops midway
- • "Network error" message
- • Spinning loader that never completes
How to Fix It:
- • Refresh the page
- • Reconnect to stable WiFi or mobile data
- • Disable VPNs or strict firewall settings
- • Clear browser cache and try again
- • Try another browser
8. Batch Upload Issues
If files don't appear in the selected batch:
Possible Causes:
- • Batch was deleted or archived
- • You uploaded before selecting a batch
- • Another team member moved the document
How to Fix It:
- • Reassign the document from the Documents page
- • Re-upload and select the correct batch
- • Check batch filters or search settings
9. Contact Support
If the issue continues after trying the above steps, our support team can help investigate.
Contact us when:
- • Files consistently fail for no clear reason
- • Processing accuracy remains very low
- • You need help with special document formats
- • You require higher upload limits
Provide these details for faster resolution:
- • The affected document
- • Screenshot of the error
- • Browser and device details
Summary
Understanding common upload issues helps you quickly troubleshoot:
Frequently Asked Questions
Why does my file fail to upload?
Common causes include file size exceeding 10MB, unsupported format, browser issues, or network problems. Check file size and try a different browser first.
What should I do if my document shows 'Failed' status?
Remove any password protection, improve image quality, or try re-uploading. If it persists, the document may be corrupted or in an unsupported format.
My images are blurry or dark. How can I improve them?
Take photos in bright, even lighting with the document flat on a clean surface. Avoid shadows and use your phone's document scanner mode for best results.
Can I upload files larger than 10MB?
The current limit is 10MB per file. Compress PDFs, reduce image resolution, or split large documents into multiple uploads.
Why is my document detected as the wrong type?
Mixed content or unusual formatting can confuse detection. Upload one document per image and crop out extra elements to improve accuracy.