Identifying and Troubleshooting Native Upload Errors

This article will help you recognize and troubleshoot basic processing errors when uploading native data to Everlaw.

 

How do I know if my upload contains an error?

You will see red icons on your native upload card. Errors can occur during any of the three stages of processing: examine, PDF conversion, and text conversion.

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In the image above, there are errors in the examine, PDF, and text stages.

There are a few common causes of errors: password protected documents, corrupt files, and file types that are not supported by Everlaw. We’ll go through each in turn, along with how to troubleshoot errors generally.

 

Missing passwords for password-protected documents

If you are missing a password, you will see an error on your upload card. Checking the upload report is an easy way to identify whether any documents are missing a passwords. Click the View Report button at the bottom of the upload card. Then, view errors under the Missing Passwords section.Missing_Password_Upload_Error.gif

Click the number under Missing Passwords to view these documents. You can also run a search for documents flagged as Encrypted, using the Uploaded search term.

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On the results table, you can reprocess these documents and provide a password. See this short article for instructions on reprocessing documents.

A note on Microsoft Office files:

Individual office files that are password protected from within their native application won't be accessible through reprocessing, even with the correct password. If the password dialog opens within the Microsoft office application, then you cannot reprocess this document on Everlaw. In this case, remove the password protection from the document, save a version without the password, and upload the password-free document to Everlaw (instructions for how to do this).

Documents encrypted at the folder level, for example a password-protected ZIP, are able to be reprocessed on Everlaw. PDFs that are protected from within an application and that are uploaded natively should be uploaded successfully, provided that Everlaw has the password.

 

Container file errors

Container files are documents that only contain other documents. File extensions such as .zip or .pst are examples of container files.

Note that:

  1. Container files contain other documents in a compressed format, so they typically should not be part of any production to opposing counsel.
  2. Everlaw does not charge any hosting fees for container documents in native uploads. Instead, only the files extracted from the container count toward your cost. This prevents you from being billed twice when container files are present.
  3. It is not possible to create an image for container files

In the Examine stage, you may notice errors related to container files. One cause for this error may be that your container file was not properly unpacked. This could happen for two reasons.

The first is that your container file is corrupt. This can be very problematic for review and billing reasons, and you should diagnose this issue before moving on to any review work. For example, a container file may contain large volumes of data, and if you do not address the issue, the documents within that container file will not be included in your document count in Everlaw and cannot be reviewed or searched for.

To identify whether you have a corrupted container file:

  • Click the View Report button on your upload card
  • Look to the Container Errors section to identify if there are issues
  • If there are issues, click on the number to go to the results table

You can also search for container errors flagged as Container Error, using the Uploaded search term.

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You can also view the file path in the results table, which can help you locate the file on your local machine. In the results table, you can examine the file paths by adding a columns to the results table. Click the +/- sign in the results table and add the column File Path. Then, view the file path of the container file.

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You can also extract the container file on your local machine. If the container extracts correctly without error, then it is not corrupt. If you find that the file is not corrupt, please reach out to support@everlaw.com, explaining the steps you have taken up to this point. This will help us expedite the process and identify what processing error might have occurred.

If the container file does not open correctly, then it’s likely corrupt. Do not reprocess a corrupt ZIP file on Everlaw. Instead, you should request a working copy of the data from the providing party.

 

No Errors, but 0 Documents Uploaded

Another reason that no documents are shown as uploaded is that the files in the container were deduplicated. Your container file will appear unpacked because the documents in the container are duplicates.

Click View Report on the upload card, then view the number of deduplicated documents. If the number is high, it’s likely that the contents of your container file were successfully unpacked and simply deduplicated. To identify which documents were deduplicated, you can download the deduplication report (learn more here). 

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Unsupported File Type

If you notice an error in all three stages - Examine, Text, and PDF - you may have attempted to upload a file that Everlaw does not support. Please refer to the Accepted native data types article section to learn about which file types are supported on Everlaw.

When you upload an unsupported file, the file will be processed using Nuix, which is a service that handles a broader set of file types. To search for documents that were processed by Nuix, you can use the search tag “Processed with Nuix” within the Uploaded search term.

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Note that this flag is only applied after the document is fully processed by Nuix. If the file you tried to upload is unsupported by Everlaw and the document is not flagged as Processed by Nuix, but the native upload is complete, then the document cannot be imaged or processed by Everlaw. You can still download the document to review it locally, but it will not be possible to search the text of the document or to view it via the Native or PDF views of the review window.

If a document uploaded in a supported format has errors in Examine, Text, and PDF, confirm it is not corrupt by downloading and opening it on your local machine. If you believe that the document is in a supported format and is not corrupt, please contact support@everlaw.com.

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