Decisions
When processing stalls, protect your work before retrying.
Keep the source file and read the reported status. Larger or scanned documents may need more work, but a stalled request should not be treated as successful. Retry only after checking the error and supported limits.
Check the details before you continue
What should I include when reporting an issue?
The tool, operation, file type, approximate size and visible error are useful starting points. Avoid attaching sensitive content unless an approved support process specifically requires it.
Your next steps
- Keep the original file and any completed downloads.
- Check the page’s status and error guidance.
- Confirm the file format and tool limits; try a smaller permitted input when appropriate.
- If the issue continues, use support with the error details but without unnecessary sensitive content.
What this looks like in practice
A long image-only PDF requires different processing from a short digital letter. Repeatedly submitting the same file can add work without resolving the underlying issue.
Illustrative guidance, not a measured accuracy result or a guarantee for every document.
Before you call it done
Do not assume a generic failure means your file is corrupt. Avoid sending private document contents in a public issue report.