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First identify which stage failed: choosing the file, uploading it, processing it, opening its preview, or using it with AI. A file can appear in the Files pane before every supported follow-up action is ready.

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When an upload does not start or fails

Check the source file before retrying:
  1. Open it on your computer and confirm that it is not empty, damaged, or password-protected.
  2. Confirm that the file is no larger than 10 MB.
  3. Confirm that it uses a supported format.
Common formats include PDF; DOCX, XLSX, and PPTX; CSV; text and code files such as TXT, MD, and JSON; and images such as PNG, JPG, and GIF.
Older Office formats—DOC, XLS, and PPT—are not supported. Save the file as DOCX, XLSX, or PPTX before uploading it again.

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Retry a local upload

  1. Open the project and select the Files tab .
  2. Find the destination under , , or one of their subfolders.
  3. Open the folder’s More actions menu .
  4. Select Upload, then from local .
  5. Choose the file and wait for its status to update.
When you upload several files, review each file separately. One file can show a problem while the others continue.

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When processing does not finish

  1. Wait briefly and select Refresh in the Files pane.
  2. Close and reopen the file.
  3. If the status does not change, retry with a fresh copy of the source file.
  4. If the same file repeatedly remains in that state, contact support with the visible status or error.
Do not rely on a file in AI chat until the product shows that it is ready for the action you need.

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When a preview is unavailable

A missing preview does not necessarily mean the original file was lost. Open the file and use the actions shown in its viewer. Depending on the file type, these can include Download, Open in Google Slides, or Open in PowerPoint. If no suitable action appears:
  1. Download the original where that option is available.
  2. Confirm that the downloaded file opens correctly.
  3. Retry with a supported version of the file if necessary.

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When a cloud import does not work

  1. Select Settings in the sidebar.
  2. Under Account, select Connected accounts .
  3. Check the relevant connection under Connected Storage Accounts.
  4. Confirm that the source account can still open the file.
  5. Return to the project and retry the import.
See Upload and organize files for the supported local and cloud import routes.

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When the file opens but AI misses its contents

  1. Confirm that you can open the expected content yourself.
  2. Wait for any visible processing state to finish.
  3. In chat, select Add files and add the file to Context again.
  4. Name the file and the information you expect the agent to use in your request.
  5. For a scanned PDF, use a text-searchable version when possible.
See Troubleshoot AI answers and actions if the file is available but the answer is still incorrect or incomplete.

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Contact support

If the problem continues, contact support with the file type, approximate size, project and folder, time of the attempt, and the visible status or error. Do not send the file itself unless the support team requests it and you are permitted to share it.