Use this article when a file is still uploading, appears stuck during upload, or fails before the upload completes.

If the upload completes and the file is still processing, see Monitor file processing.

Identify an upload that is still in progress

A cloud icon next to a document indicates that the file is still being uploaded. The person who started the upload must remain logged in until the upload completes.

If the upload remains in progress for an unusually long time, common causes can include:

• An unstable internet connection.
• A company firewall that filters or interrupts uploads.
• A VPN connection that affects upload stability.
• Leaving Datasite or refreshing the browser while the upload is in progress.
• Moving, deleting, or otherwise changing the source file on the local device while it is uploading.

Review common causes of failed uploads

• Large ZIP files - ZIP files can be up to 50 GB, provided no individual file in the ZIP is larger than 10 GB. Smaller ZIP files can be more reliable on unstable connections.
• Unstable internet or VPN connection - Connection interruptions can cause the upload to stop or fail.
• Complex files - Some complex non-ZIP files can be more difficult to upload successfully.
• Long file paths - File paths over 256 characters can cause problems on Windows.
• Password-protected ZIP files - Password-protected ZIP files cannot be uploaded successfully.
• Changes to the source file - Moving, deleting, or modifying a file while it is uploading can interrupt the upload.

Troubleshoot the upload

• Disconnect from your VPN if possible.
• Use a stable wired internet connection when available.
• Upload files from your local device instead of from a shared network location.
• Do not refresh the browser or leave Datasite while the upload is in progress.
• Prevent your computer from entering sleep mode during a long upload.
• For complex non-ZIP files, try compressing the file into a ZIP file.
• For complex PDF files, try flattening the PDF before uploading it again.

If the file uploaded but is still processing

Uploading and processing are separate stages. If the upload completed but the file remains in a processing state, use the processing troubleshooting resources instead.

See Resolve files in Action Required.