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// documents

Solving upload problems

How upload works

basebox can process documents, spreadsheets, images, and audio files. If an upload doesn't work, it's usually due to the format, size, or technical limits.

Uploading files correctly:

  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
  • Archives (ZIP, RAR) must be unpacked first
  • Videos are not processed – extract the audio track

Common problems and solutions

"Context window reached"

Problem: The chat is too full for further uploads Solution: Start a new chat. For background, see Maximum text length

"File too large"

Problem: 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 Solutions:

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

"Format not supported"

Common fixes:

  • .xls → .xlsx
  • .csv → .xlsx

Upload "hangs"

Solutions:

  • Reload the page
  • Try a different browser
  • Check your internet connection
  • Try a smaller file

Tips for successful uploads

Check before uploading:

  • Format supported? See Supported file formats
  • Size within limits? Under 10 MB in the chat; for an app's knowledge base, see the value stated in its upload area
  • File not corrupted? Open and test it in another program

For PDF problems:

  • Remove password protection – encrypted files cannot be processed
  • Scanned PDFs are not a problem: their content is read via text recognition (OCR)

For Excel problems:

  • Use the .xlsx format instead of .xls
  • Remove empty rows to reduce the file size
  • Remove password protection before uploading

For audio files:

  • Add an instruction – an uploaded audio file is not transcribed on its own; tell basebox what should happen with it (see Using speech-to-text)

Troubleshooting checklist

If the upload doesn't work:

  1. Start a new chat – The context window might be full
  2. Check the file format – Is it supported?
  3. Reduce the file size – Under 10 MB in the chat?
  4. Reload the browser – Fix cache issues
  5. Try a different browser – Chrome, Firefox, Safari
  6. Check your internet connection – Stable and fast enough?

If nothing helps:

  • Save the file in a different format
  • Copy and paste the content manually
  • Contact support

Important notes

  • Always wait for the upload confirmation
  • Reference the file in your question
  • If problems persist: start a new chat

Tip

Test problematic files first in a new chat with a simple question like "What does this file say?"

Upload still not working? Contact support