Troubleshooting: Document Upload Errors in Smartr365
If you are experiencing errors when uploading documents to the Document Store or Doc Drop Box in Smartr365, follow the steps below to resolve the issue.
Common Error Messages
"Failed to initiate document processing after multiple attempts" — The file uploaded to storage but the processing step failed
Spinner stuck on "Files uploaded, now processing documents..." — The upload succeeded but classification is timing out
Generic error on upload — The file could not be saved
Step 1: Try a Private/Incognito Window
Open your browser in a Private (Safari/Firefox) or Incognito (Chrome/Edge) window, log into Smartr365, and try uploading the document again. This rules out browser extensions or cached data causing the issue.
Step 2: Disable Browser Extensions
Some browser extensions (especially ad blockers, privacy tools, or PDF viewers) can interfere with file uploads. Temporarily disable all extensions, refresh Smartr365, and try the upload again.
Step 3: Clear Cache and Cookies
Clear your browser's cache and cookies (select time range: All Time), then log back into Smartr365 and try uploading:
Chrome: Settings > Privacy and Security > Clear browsing data > select All Time
Edge: Settings > Privacy > Clear browsing data > select All Time
Safari: Preferences > Privacy > Manage Website Data > Remove All
Step 4: Try a Different Browser
If the issue persists, try uploading using a different browser (e.g. switch from Chrome to Edge or Firefox). This helps determine whether the problem is browser-specific.
Step 5: Check File Size and Format
Ensure your file is not too large — the maximum upload size is typically 50MB per file
Supported formats include PDF, DOCX, XLSX, JPG, PNG, and most common document types
Try uploading a different, smaller file to check whether the issue is specific to one document
Still Having Issues?
If the error occurs across all browsers, all files, and all cases, this may be a platform-level issue. Contact Smartr365 Support with the following information:
The case number you are uploading to
The exact error message (screenshot if possible)
Which browser and version you are using
Whether the issue affects all users at your firm or just you
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