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Troubleshooting file uploads and processing

TRULEO supports many file types across Analyst cases and Field Notes. This article covers common upload failures, slow uploads, and files that stay in a pending state.

See Supported Upload Types for the full list of accepted formats.

Upload is slow or timing out

Large audio, video, and document files can take several minutes to upload depending on your connection.

  1. Confirm your internet connection is stable. Agency VPNs sometimes throttle large uploads.
  2. Note the file size. Very large files may take 30 minutes or longer on slow connections.
  3. Try uploading one file at a time instead of a large batch.
  4. Re-export the file from the original application and try again.
  5. If the upload fails repeatedly, contact support@truleo.co with the file name, format, and approximate size.

File uploaded but stuck on "pending"

After upload, TRULEO processes each file so it can be searched, summarized, and included in reports. Processing time varies by file type and size.

  1. Confirm the file type is supported and the file is not password-protected or corrupted.
  2. Open the file on your computer to verify it plays or opens normally.
  3. Wait a few minutes — audio and video files typically take longer than documents.
  4. Try re-saving or converting the file (for example, re-export audio as MP3 or WAV).
  5. If the file remains pending after an hour, remove it from the case and upload a clean copy.

Upload fails immediately

  1. Check that the file extension matches a supported format.
  2. Remove password protection from PDFs or Office documents before uploading.
  3. Confirm you have not exceeded storage limits on your account (contact support if unsure).
  4. If your free trial has expired, some upload actions may be restricted — see Free trial extensions and expiration.
AI summaries or report generation stopped working after a batch upload

When multiple files fail to process, downstream AI features in Analyst may not work correctly for that case.

  1. Open the case in Analyst and go to the Files & Evidence tab.
  2. Look for files still showing as pending or that failed to process.
  3. Remove or replace any problem files with clean copies.
  4. Wait until all selected files show as fully processed.
  5. Re-run your summary or click Generate Report again.

One corrupted or unsupported file in a case can sometimes prevent AI features from working across the entire case until it is removed.

Supported formats quick reference

Documents: PDF, HTML, TXT, DOCX, DOC, XLSX, XLS, CSV

Audio: WMA, M4A, MP3, WAV

Video: WMV, WTV, MPEG, TS, MP4, WebM, MOV, AVI

Images: JPEG, JPG, PNG, GIF

Best practices

  • Upload files in smaller batches when working with many large audio or video files.
  • Verify files open normally on your computer before uploading.
  • Use supported formats rather than proprietary or renamed extensions.
  • Remove failed files promptly so they do not block case-level AI features.