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Summary

Ensure files are supported, within size limits, and accessible (not password-protected) before processing.
  • Recommended per upload: 5–10 total files (documents + videos).
  • Size limit: Check the current maximum video size in-app before uploading large files.
  • Unsupported: password-protected files, encrypted archives, executables.

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Steps

  1. Confirm the file is a supported type (standard document or video formats).
  2. Remove passwords from protected files and re-upload.
  3. If a file is very large, try splitting it into smaller parts and rerun.
  4. Provide a descriptive file name (no special characters) and retry.

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What to collect before escalating

  • Operation/Run ID or URL
  • File type, size, and whether it was password-protected
  • Error text or screenshot, and the timestamp

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When to escalate

Escalate if you see repeated failures after removing passwords or splitting into smaller files.