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Symptom

You uploaded a file (a video or document) and Klarity couldn’t process it — the run failed at the upload or ingestion stage, or reported the file as unreadable, damaged, or corrupt.

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Likely causes

A file usually fails to process for one of these reasons:
  • The file is genuinely corrupt — it didn’t finish downloading/exporting, was interrupted during transfer, or was damaged by the tool that created it.
  • It’s not actually a supported type — the extension says one thing but the contents are something else (a renamed file), or it’s a format Klarity doesn’t accept.
  • It’s password-protected or encrypted — Klarity can’t open locked files or encrypted archives.
  • The upload was interrupted — a network drop mid-upload can leave a partial, unreadable file on Klarity’s side even if the original is fine.

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Fix

Work through these in order — most uploads recover by step 2 or 3:
  1. Open the file yourself first. Can you open it in its normal application (play the video, open the doc)? If you can’t open it cleanly, the source file is the problem — go to step 4.
  2. Re-upload it. If the original opens fine, the upload may have been interrupted. Try uploading again, ideally on a stable connection.
  3. Check the basics — confirm it’s a supported type and within size limits, remove any password protection, and give it a simple file name (no special characters), then re-upload.
  4. Re-export from the source. If the file itself is damaged, re-export or re-save it from the original application (or re-record, for a video), then upload the fresh copy. Klarity can’t repair a corrupt file — it needs a clean one.
  5. Try a smaller piece. For a very large file, exporting a shorter section can both sidestep size limits and tell you whether the whole file or just part of it is the problem.

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What to collect before contacting support

If it still won’t process after a clean re-export and re-upload:
  • The file type and size, and whether it was password-protected.
  • The Operation/Run ID or link, and the timestamp.
  • The exact error message (a screenshot helps).
  • Whether the file opens normally on your own machine.

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When to contact support

Reach out if a freshly exported, supported, unprotected file still fails to process — that points to something on Klarity’s side worth investigating rather than a problem with your file.