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Solving upload problems

basebox can process documents, spreadsheets, images, and audio files. If an upload doesn't work, it is almost always due to one of three things: the format, the file size, or a technical limit. This page collects all error cases when uploading and goes through them one by one.

How upload works

  1. Start the upload – Click the paperclip icon or drag and drop the file into the chat
  2. Wait for processing – Wait for the "File uploaded successfully" confirmation
  3. Reference the file – Mention the file in your question: "Based on the uploaded file…"

Which formats work?

For the complete, current list of all supported formats – including text recognition (OCR) for scans and photos – see Supported file formats.

For troubleshooting, three rules of thumb are enough:

  • CSV is not read – save the file as .xlsx (guide: Converting CSV to Excel)
  • Archives (ZIP, RAR) must be unpacked first
  • Videos are not processed – extract the audio track

Check before uploading

  • File size – under 10 MB in the chat; for an app's knowledge base, the value stated in its upload area applies
  • Supported format
  • No password protection
  • File intact – does it open in another program?

Common problems and solutions

"Context window reached"

The chat is too full for further uploads. Start a new chat – the full context window is then available again. Why this happens and how to avoid it is explained under Context window.

"File too large"

The file exceeds the limit for its context: 10 MB per file in the chat. An app's knowledge base allows a considerably higher limit set by your organization – the value that applies to you is stated in the app's upload area.

  • Compress the file
  • Split it into smaller parts
  • Extract only the relevant pages or sections

"Format not supported"

Usually it is enough to save the file again in the right format:

  • .xls → .xlsx
  • .csv → .xlsx

If the file does not open in another program either, it may be corrupted – then only an intact copy helps.

Password-protected files

basebox cannot process encrypted files; the message then reads something like "File cannot be opened".

  • Remove password protection before uploading
  • Or copy the content into a new, unprotected file

Upload "hangs"

  • Reload the page
  • Try a different browser (Chrome, Firefox, Safari)
  • Check your internet connection
  • Cross-check with a smaller file

PDF files

Scanned PDFs without selectable text are not a problem – their content is read via text recognition (OCR). Only encrypted or corrupted files are, as well as too much text for the context window.

Message / symptom Cause Solution
"Text cannot be read" File corrupted or password-protected Open it in another program; remove the password protection
"File too large" Above the limit for this context Compress, split, only relevant pages
Processing error without reason Too much text for the context window Split or start a new chat
Answer ignores parts of the document Question too general, or document very extensive Ask more narrowly; use a knowledge base
Empty or patchy recognition on scans Poor scan quality, skewed pages, handwriting Rescan (straight, high contrast, 300 dpi); handwriting is recognised only to a limited extent

More on working with PDFs: Working with PDFs.

Excel files

  • Use .xlsx instead of .xls – save old XLS files as XLSX
  • Remove empty rows and columns – this reduces the file size and saves context window
  • Remove password protection before uploading

Audio files

An uploaded audio file is not transcribed on its own. Tell basebox explicitly what should happen with it – details under Using speech-to-text.

If the transcription is inaccurate:

  • Use good audio quality
  • Speak clearly and not too fast
  • Reduce background noise

If nothing helps

Cross-check first, then investigate

Test a problematic file first in a new chat with a short question like "What does this file say?". This rules out that a full chat, rather than the file, is the cause.

If the problem persists:

  • Read the error message carefully – basebox usually states the reason
  • Save the file in a different format
  • Copy and paste the content into the chat manually

Next step: Contact support

Upload still not working? Contact support