:Harvey:Support

Vault Error Troubleshooting Guide

A guide to troubleshooting common errors encountered when using Vault.

Last updated: Oct 9, 2025

Overview

Vault includes upload status logs that show what went wrong during file uploads. If a file fails to upload—due to size limits, an unsupported format, or another issue—you’ll see an error message on your project page.

The log identifies which file had the problem and provides details on what might be the problem.

Image of the upload status log.

Steps to Troubleshoot Vault Errors

Follow the steps below based on the error message you received or skip to General Troubleshooting steps if the error is not listed below.

Failed Uploads

Uploads can fail when they exceed size limits, the file type is not supported, or we’re unable to extract text from the document(s). File size limitations are noted in the table below for reference.

Vault Limit

Maximum File Size

Files per project*

100k

GB per project

100GB

Files per thread

10k

Files per Review

10k

MB per file

100MB

Excel files

100MB per file, up to 1 million cells

*While Assistant only allows uploading 50 files to a thread, Vault projects can store 100,000 files.

Other Error Messages

  • Empty Document: The file appears to have no content. Open the file locally to confirm it contains text.
  • Password-Protected File: You’ll need to remove the password to proceed with uploading

General Troubleshooting

If the error is unclear or the issue persists, we recommend following these general troubleshooting steps:

  1. Clear your browser cache and cookies. Cached data can interfere with Vault operations, causing upload or query issues.
    1. Search for instructions to clear cache and cookies in your browser. For example, “how to clear cache and cookies in [your browser].”
  2. Refresh your browser to ensure the most updated page is loaded.
    1. Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac).
  3. Disconnect from any active VPNs. Some VPN configurations may block access to Vault’s features or Harvey’s data processing servers.
    1. If disabling the VPN resolved the issue, reach out to your IT team to ensure Harvey is whitelisted and prevent reoccurrence.
  4. Ensure all pop-ups and cookies are enabled and no browser extensions are interfering with Harvey.
    1. Search for instructions on enabling pop-ups and cookies in your browser. For example, “how to enable pop ups and cookies in [browser name].”
  5. Try accessing using a different browser. Recommended browsers:
    • Google Chrome (latest version)
    • Mozilla Firefox (latest version)

Tip: If the project you’re using encounters persistent errors, try creating a new Vault project, then upload the documents there and retry your queries.

Need Further Assistance?

If the above steps do not resolve your issue, please submit a Support Ticket with the following details to help us speed up resolution for you:

  1. A clear description of the issue, including the exact error message.
  2. Screenshots of the upload status logs or screen recordings of the error.
  3. The affected document(s) attached.
  4. Your browser version and operating system.
  5. Whether you attempted uploading to Assistant, and what happened.