Troubleshooting File Upload Issues

File upload problems are broadly divided into cannot select file, upload transmission failure, processing failure or delay, and content recognition quality issues. First check the error messages on the screen and the document status.

First Things to Check

When the File Selection Window Does Not Show the File

• Knowledge primarily supports PDF, PPT/PPTX, DOC/DOCX, TXT, and Markdown documents.
• The style screen uses PNG, JPEG, WebP, and GIF images.
• The file picker’s format filter may hide other files.
• Audio and video files are not supported even in project attachments.
• Do not simply change the extension; re‑save the file in a format supported by the original program.

When the File Is Reported as Too Large

• Knowledge’s default upper limit may be around 25 MB depending on operational settings.
• Remove unnecessary pages and high‑resolution images.
• Use PDF optimization or image compression.
• Split large documents into topic‑based files.
• If you split the file, explain the relationship and priority between documents in the prompt.
• Upload supported original files individually rather than a compressed ZIP.

When the File Is Corrupted or the Format Is Incorrect

Rhetis can check not only the extension but also the actual file structure. A file named ".pdf" that is not a PDF structure or an Office file container that is corrupted may be rejected.

1. 1

   Open the file in the original program

   Verify that all pages and slides display correctly.

2. 2

   Save it under a new name

   Create a new file in the latest PDF, PPTX, or DOCX format.

3. 3

   Remove passwords and restrictions

   Ensure the document has upload permissions and prepare an unprotected copy.

4. 4

   Use a simple file name

   Shorten overly long names and remove special characters, then re‑upload.

5. 5

   Test one file at a time

   Upload files individually to identify which one is problematic.

When Processing Stays in Progress for a Long Time

• Refresh the page and re‑check the document status.
• Do not repeatedly upload the same file.
• Large or image‑heavy documents may take longer.
• Verify workspace upload policy and access permissions.
• If the status does not change after a while, re‑save the file in smaller units and upload again.
• Check whether other files process normally to distinguish file issues from service issues.

When Content Is Not Recognized Properly

• Use a source PDF where text is selectable.
• Re‑create scanned documents as clear images at about 300 dpi.
• Correct skewed or inverted pages.
• If text inside a table is too small, provide the key table as a separate file.
• Send the main sentence inside an image along with the prompt or a text file.
• Add short explanatory notes for handwriting and complex diagrams.

When Attachments Disappear in Home Composer

• Check that the attachment chip is visible before pressing the send button.
• If you attach only a file and leave the text empty, submission may be disallowed; include a request sentence.
• You may need to re‑select the file before refreshing the browser.
• Remove unsupported audio or video if selected together.
• Do not drop multiple files at once; try them separately.

Information to Include in Support Requests

• Upload location: Home, Project chat, Knowledge, Style, or Onboarding
• File extension and size
• Error message and document status
• Browser and operating system
• Time of occurrence
• Whether other files of the same format succeed
• A test file or screenshot with sensitive content removed