Troubleshoot uploads

An upload can have two stages: CareMap first transfers the file, then it may process the stored file for previews, search, or other features. Check the visible status before starting over.

Before you retry

1. Confirm that you are in the intended workspace and folder. You need Owner or Read-write access to upload into a writable Library folder.
2. Read any notice beside the upload control. If the workspace is read-only or has reached its storage allowance, uploading is paused.
3. In Settings > Account, check Workspace usage. Delete unneeded content or ask the person who manages the workspace's Licenses for help if capacity is full.
4. Check the file against the limit shown by the picker. Most Library and media uploads allow up to 50 MB per file; the bulk Person document uploader allows up to 25 MB per file. Choose a smaller file or an offered format if needed.
5. Use a stable connection and keep CareMap open while Preparing upload or Uploading is displayed.

Match the recovery to the status

• Uploading means the transfer is still active. Wait for it to settle; do not select the same file again.
• Failed during an upload means that attempt did not finish. In a batch, files settle independently, so retry only the failed files instead of selecting successful files again.
• Expired means the time-limited upload attempt can no longer continue. Start a new upload from the original file.
• Processing, Queued, or Pending means the transfer finished and CareMap is preparing the stored file. Allow time, then refresh or reopen the item. Do not upload a duplicate just to restart processing.
• Failed after the file appears means preparation did not finish. Open the item and read the visible explanation. Use Retry when it is offered, or upload a smaller, unprotected, or supported copy when the message recommends one. The original file may remain available even when optional search processing fails.
• Ready means the upload and required preparation finished.

On mobile, allow a matching Files, Photos, or camera permission when prompted. If a device picker does not open, try the web app with the same account and workspace.

If the upload still fails

Record the platform, workspace and folder, approximate file size and type, visible status, exact error message, and time of the attempt. Share those details with your workspace administrator or CareMap support. Do not send the file itself, a temporary upload link, or private care information through an unapproved support channel.