Troubleshoot file upload and processing

Uploads and processing are separate steps. Uploads move files into the Library. Processing prepares uploaded files for briefs, source review, and underwriting work.

Processing can take longer than a simple text conversion because Reia reviews document structure, tables, pages, and spreadsheet context before the file is ready for Agent work.

That extra preparation is useful. It lets Reia preserve more of the shape of the original material, which makes later source review and Agent answers stronger.

Upload activity may show status labels such as Queued, Uploading, Processing, Success, Failed, or Expired. Processing activity may show in-progress labels, Processed, or Failed. These labels describe the visible product state, not the quality of the underlying file.

If an upload appears stuck

1. Refresh the workspace.
2. Check Uploads for the current status.
3. Confirm the file opens locally.
4. Try uploading the file again.
5. Try a smaller version if the file is very large.

If processing appears stuck

1. Check whether other files are still processing.
2. Wait longer for large PDFs, scans, spreadsheets, or files with complex layouts.
3. Retry processing if the file shows Failed.
4. Contact support if the same file remains stuck after a retry.

Common causes

Common causes include a very large file, a low-quality scan, a password-protected PDF, a spreadsheet with hidden tabs or external links, an interrupted network connection, low workspace credits, or an upload that expired before processing finished.

When contacting support, include the deal name, file name, approximate upload time, and the status you see in Reia.

Do not send passwords, API keys, private keys, or unrelated sensitive data.