If a file is stuck, takes too long to process, or fails to upload, first check whether the problem affects one file or every file. This helps you distinguish a file-specific issue from a wider upload problem.
Check the File
Try uploading one file on its own.
Confirm that the file type is listed in What File Types Can I Upload in Zeno?.
Open the file on your device to confirm that it is not corrupted or password-protected.
If one Word document continues to fail, save it as a fresh copy and try uploading the new copy.
Check the Upload
Note whether you are uploading the file through Files or adding it directly to a chat.
Check your internet connection and confirm that your browser is up to date.
Refresh Zeno, then try the upload again.
If you are uploading several files, try a smaller batch to identify whether one file is causing the problem..
Contact Support
If the problem continues, open the support Messenger in Zeno or follow How Can I Ask for Support or Provide Feedback in Zeno?.
Include:
the exact error message and a screenshot;
the file type and size;
whether you uploaded through Files or directly in a chat;
whether the problem affects one file or every file;
where the file came from, such as Word, email, or a document-management system; and
your browser and device.