Troubleshoot processing

First distinguish the file transfer from preparation for AI search or media display. A failed preparation does not always mean the original upload failed.

Check a Library file

1. Confirm the file finished uploading into the intended folder.
2. Read its processing state.
3. For an active state, allow time and refresh the Library view.
4. For a failure, open the file actions menu and select Processing Error.

Read What went wrong, Failed step, Attempts, Last updated, and the available Processor report or technical code. Attempts are not a timer; large vector jobs can preserve progress and continue through another waiting period without a failure.

Retry AI indexing

If the dialog offers Retry AI indexing, resolve the listed problem and select it. The button changes to Starting retry… while the request runs. A successful request closes the dialog and reports that the indexing retry started; it does not mean indexing has already finished.

The action requires permission to manage the file. It is offered for eligible failed jobs, not every canceled or stale state. Protected, unsupported-format, and missing-original failures can omit Retry because repeating unchanged work will not repair the source.

Choose the right recovery

Problem	Next action
Storage allowance reached	Review the owning workspace's Usage, free eligible content or arrange more capacity, then retry when available.
Password-protected or encrypted document	Remove protection in the source application and upload a readable copy.
Unsupported or unreadable format	Export a supported format, such as a standard PDF, and upload that copy.
Timeout or resource limit	Try the offered retry after a temporary problem; simplify a repeatedly failing document.
Stored original unavailable	Check whether it can be downloaded; a missing original may need uploading again.
Search-vector preparation failed	Try the eligible indexing retry or ask an administrator to inspect the service.
Canceled, stale, or repeated recovery failure with no Retry	Ask an administrator to review the work rather than creating repeated duplicates.

A retry can still be rejected if access, the file, or processing availability changed. Refresh and read the current error.

Media preparation

Guide media can show separate original and Display copy states, with additional poster or waveform results. Read the specific failed result. A failed derived copy does not establish that the original is gone. Follow the editor's replacement guidance or ask an administrator to review background jobs and processing health. An Operations job row does not guarantee that Retry is available for that kind of work.

Get help

Provide the workspace, item name, file type/size, state, last updated time, and visible explanation. Use an approved channel for care information. Downloading the original confirms file access, not successful AI search preparation.