Troubleshooting
What the Documents tab tells you when a file is refused or fails, and what to do about it.
A file is refused or fails
“This file type is not supported.”
The type is not on the list, or the content is not what the name says. Save the file as PDF, .docx, .xlsx, CSV, text or JSON, or add a photo as JPG or PNG.
The type is not on the list, or the content is not what the name says. Save the file as PDF, .docx, .xlsx, CSV, text or JSON, or add a photo as JPG or PNG.
“This file is password-protected.”
Remove the password and add the file again.
Remove the password and add the file again.
“This workbook contains macros.”
Save it as a regular .xlsx file without macros.
Save it as a regular .xlsx file without macros.
“STYD couldn't read this file. Please try again with a better-quality file.”
One message covers several causes: an empty file, a scan that cannot be read, a damaged or suspicious file, or a file that took too long. Try a clean copy, or scan again at 300 DPI, upright.
One message covers several causes: an empty file, a scan that cannot be read, a damaged or suspicious file, or a file that took too long. Try a clean copy, or scan again at 300 DPI, upright.
“This file has more than 300 pages”, “larger than the size limit”, “more than 300,000 rows”, “more than 200 columns”.
You are over a per-file limit. Split the file. See Limits.
You are over a per-file limit. Split the file. See Limits.
“This photo is larger than 50 megapixels.”
Reduce its size, or take it at a lower resolution, then add it again.
Reduce its size, or take it at a lower resolution, then add it again.
“Only owners and admins can upload documents.”
Ask an owner or admin of the workspace to add the file.
Ask an owner or admin of the workspace to add the file.
A limit of your plan or of the service
“Your plan's document limit is reached.”
The workspace holds as many files, pages or rows as its plan allows. Delete a file, or change plan.
The workspace holds as many files, pages or rows as its plan allows. Delete a file, or change plan.
Today's or this month's limit
The message says what was reached and when it resets. Daily limits reset at midnight UTC, monthly ones on the 1st.
The message says what was reached and when it resets. Daily limits reset at midnight UTC, monthly ones on the 1st.
“Too many files from this workspace are waiting to be processed.” or “Reading files is very busy right now.”
Wait. The file stays in the list and is sent again by itself.
Wait. The file stays in the list and is sent again by itself.
“This free workspace has used its free AI allowance.”
A free workspace has a small allowance for reading files. Add a plan to keep adding files.
A free workspace has a small allowance for reading files. Add a plan to keep adding files.
Questions that do not work as expected
- A file stays on Queued. Other files are ahead of it, and scans wait in their own queue. Wait a few minutes.
- STYD says it found nothing. Check that the file is Ready. Ask again with the words the file uses, one topic at a time.
- A figure from a scan looks wrong. Open the source and compare it with the page. Add the file again after a better scan.
- A spreadsheet shows no table. The sheet may be a layout, such as a dashboard or a form. Its cells stay searchable as text.
- A new version does not show. A file with the same name replaces the old one only after you confirm.