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I can't attach my document, or it can't be read

What to do when the attach button is missing or the app cannot process a file: file type, pages, scanned documents and organisation settings.

Video transcript

I cannot attach my document, or it cannot be read Check that the paperclip is there. If not, your organisation may have turned off «File Uploads». Open the attach window. Any error messages show up here. Compare your file with the supported types. If it is not supported, save it as PDF or Word. Check the maximum size and number of documents. If the file is too big, split it into parts. Scanned documents have their own page allowance per cycle. Upload a text version, such as the Word file. Encrypted documents are not accepted. Save a copy without a password and try again. If processing failed, remove the file and upload it again. For plan limits: support@dikaio.ai. Wait for the message that the documents are available before you ask.

What you see

One of the following:

  • The «Attach documents» button does not appear in the chat box.
  • The attach window says "Some documents could not be processed as they are not supported by the system."
  • A message says the pages exceed the limit of your subscription.
  • A message says that reading the file needs OCR and that the OCR page allowance of your plan is used up.
  • Processing does not finish and the file does not show as available to the legal assistant.

Why it happens

The usual causes are:

  • Your organisation has switched off the «File Uploads» setting.
  • The file type is not supported, or the file is encrypted. Encrypted documents are not accepted.
  • The file or its pages go over the limits shown in the attach window or in your subscription.
  • The document is a scan or an image. These are read with OCR, which means recognising characters from an image, and they have their own allowance per billing cycle. Documents that already contain text, such as Word, txt and most PDFs, are not affected.
  • Processing was interrupted for a moment, for example because the upload took too long.

How to fix it

  1. Read the message in the window

    The «Attach Documents» window also shows the limits: file types, maximum size and maximum number of documents. Compare your file with them.

  2. Is the button missing?

    If you belong to an organisation, ask your administrator to check that the «File Uploads» setting is on in the organisation settings, under «Feature Settings».

  3. Adjust the file

    If the type is not supported, save it as PDF or Word. If it is encrypted, remove the password. If it is very large, split it into smaller parts and upload them separately.

  4. Scanned documents

    If the OCR pages are used up, the allowance renews with your billing cycle. Until then you can upload a version of the document that contains text, for example the Word file it was printed from, or a PDF exported from Word rather than from a scanner.

  5. Try again

    If processing failed, remove the file from the chat's attachments and upload it again. Wait for "Your documents are available to the legal assistant." before you send your question.

  6. Subscription limit

    If the message is about your subscription's page limit, remove some files, or see the available plans at https://www.dikaio.ai/en/pricing. For larger limits, write to support@dikaio.ai.

Still need help?

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