For: Admins and Managers
Fix a document that won't convert or keeps loading
What to do when an uploaded document says it couldn't be converted or stays on "Preparing your document".
In this article2 sections
You add a document to a form, e-sign, note or intake form template, and the window says "We couldn't convert this document. Please attach a different file to continue.", or stays on "Preparing your document, this will just take a moment..." for a long time. In the list, the template's Status reads Failed, or stays on Processing.
Why it happens
A Word file is converted to PDF before you can place fields on it, and a PDF is prepared in the background. Some files can't be, such as a file that's damaged or protected with a password. A long document takes longer, and the list doesn't refresh by itself, so Processing shows until you reload the page.
If the upload itself fails, such as when your connection drops, the window says so, usually "The document couldn't be uploaded. Please try again.", and lets you pick a file again.
Until its document is ready, a template can't be published: Publish stays off, and its tooltip says "Document is still processing, please wait" or "This document could not be converted. Please upload a different file before publishing." On a note template, Status also covers its attachments, so a file under Manage attachments that failed shows the template as Failed.
How to fix it
- In the same window, choose From Upload again and pick another file, such as the document saved as a PDF from Word. It replaces the file that failed, so you keep the template and its settings. Use a .pdf, .doc or .docx file.
- If you've closed the window, choose Edit Form, Edit E-sign, Edit Note or Edit Intake Builder on the template's row. The window opens again, and you can pick another file.
- If Status reads Processing, reload the page. Once it reads Ready, open the template to place your fields.
- If it still reads Processing hours later, delete the template and create it again with the file saved as a PDF.
- For a note template's attachment, choose Manage attachments, remove the file that failed with × and add it again.
The same window opens when staff add a form, e-sign or note on a case, and steps 1 and 2 work there too.