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Evidence Upload Problems

Upload problems usually come down to the file's size or its type. Duely names the file and the reason when it refuses one, so read the message before changing anything.

The file is refused​

Two causes, and the message tells you which.

The file is over 10 MB. The limit is 10 MB per file, and a larger file is refused. Compress the document, or export it at a lower quality if it is a scan or an image, then try again.

The file type is not supported. The accepted types are:

TypeExtensions
Documentspdf, doc, docx, txt
Spreadsheetsxls, xlsx, csv
Imagesjpg, jpeg, png, gif, webp

A file with any other extension is refused. Where a document is in another format, export it to PDF first, which is the safest format for an evidence pack in any case.

If a file of an accepted type and size still fails, try renaming it without special characters such as \ / : * ? " < > | and upload it again. Files saved from email attachments often carry the subject line in the filename.

The upload stalls partway​

If the upload starts but does not finish, size and type are unlikely to be the problem. Work through these:

  • Check the connection. A dropped connection mid-upload leaves the file incomplete.
  • Upload one file at a time. Several large files at once compete for the same connection.
  • Pause cloud sync while you upload. OneDrive, Dropbox and similar tools watch the folder and can lock or re-read a file while it is being sent.
  • Retry a single small file to confirm the connection works before attempting the large one again.

It uploads but will not open​

The upload succeeded, so this is about the file's contents rather than its delivery.

  • Check the file opens on your own computer first. If it does not open for you, it will not open for anyone else, and the original is corrupt.
  • Re-export it from the program that produced it rather than repairing it, which is usually faster and always cleaner.
  • Re-upload the new copy, since replacing the original leaves the corrupt one attached.

Evidence is uploaded but missing from a pack​

The cause is almost always when the pack was generated.

A pack is a snapshot of the matter at the moment it was generated. A pack generated on Monday does not contain a document uploaded on Tuesday, and regenerating produces a new version without altering the old one. So:

  • Check the pack's generated date against when the document was uploaded. If the pack is older, that is the explanation.
  • Generate a new pack from the Evidence tab, which will include everything recorded by that point.
  • Confirm the evidence is attached to the right matter. Evidence linked to one matter does not appear in another matter's pack.

What the upload screen tells you​

The upload step lists the common accepted formats where you choose the file. It names the common cases rather than every extension the system takes. Text files and CSV are also accepted. The server limit is 10 MB per file.