Document processing error
Although rare Provision may not be able to process your document, here's what you can do
If you have uploaded a document and the status on the document workflow is 'Error' this means Provision had trouble processing your document.
The quickest way to resolve errors is to contact us via Live support, we will resolve any issues with your documents live with you.
Reasons why a document could have an issue:
- It's encrypted or password protected
Currently we don't support password protected files, or other forms of encryption. In this case you must upload the unencrypted file. Files uploaded to our service are always transferred over encrypted channels and are therefore secure, but the file itself should not be encrypted via Adobe or similar tools. - File is corrupted
Files can be corrupted in transit or due to the method used to upload the file, for instance network drives or Sharepoints often store a link to a file not the file itself and you have uploaded the link instead of the file. You can need to re-upload the file, and make sure you are using the actual file and not a link created by Sharepoint. - Files are not compliant with their standard
Some software used for modifying PDFs or Word files does not comply with the relevant file standard, and as a result the file itself is non-compliant which prevents the correct reading of the file. We can often fix these issues manually with special tools, you will need to contact support for this.