Overview
This guide helps troubleshoot common issues encountered when using the Vault feature in Harvey.
Common Error Messages
Below are a few examples of what error messages could look like. When these errors occur, please try the below troubleshooting steps before reaching out to Support.
Upload Status Log
Vault Upload Status Logs provide you with a clear and consistent way to see exactly what went wrong during your file uploads. When a file fails to upload due to size limits, an unsupported format, or OCR issues, you'll get a single, easy-to-read error message right on your project page.
This log will give you detailed information about which file encountered an issue and what might be the problem, helping you quickly troubleshoot and resolve any issues.
Potential Status Logs
File Size Too Large: Your file exceeds the allowed size (e.g., files larger than 200MB).
Unsupported File Type or Mismatch: The file type is not supported, or the file extension doesn’t match its content (for example, a file labeled as a PDF but actually a DOCX).
Empty Document: The file appears to have no content.
Password-Protected File: The file is password-protected. (Good news: In Q2, you’ll be able to decrypt files directly.)
OCR Issue: We were unable to extract text from the document.
Server or Other Issues: There was an unexpected error on our end.
Steps to Troubleshoot Vault Errors
Follow the steps outlined below to resolve your issue. If the problem persists, contact your Harvey Success Manager or Support team.
Clear your browser cache and cookies. Cached data can interfere with Vault operations, causing upload or query issues.
To clear your browser’s cache and cookies, search for steps tailored to your browser. Simply type “clear cache and cookies in [browser name]” into your preferred search engine for step-by-step guidance.
Perform a hard refresh of the browser by pressing Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac). This ensures the most updated page is loaded.
If you’re experiencing upload delays or timeouts, switch to a different network. For example, switch from office Wi-Fi to a mobile hotspot or a home connection.
Disconnect from any active VPNs. Some VPN configurations may block access to Vault’s features or Harvey’s data processing servers.
If uploads are failing when doing a batch upload, try to individually upload failed documents.
Identify the documents that failed during the upload.
Upload them individually instead of in bulk to isolate potential file-specific issues.
Ensure each file meets the following criteria:
Maximum size of 100MB (20MB for Excel files).
Supported file types: .doc, .docx, .pdf, .xlsx, .xls, .eml, .csv, .msg, .txt, and .pptx.
If errors persist, ensure all pop-ups and cookies are enabled and no browser extensions are interfering with Harvey.
Try accessing Vault using a different browser. Recommended browsers:
Google Chrome (latest version)
Mozilla Firefox (latest version)
If the project you’re using encounters persistent errors, try creating a new Vault project and upload the documents to this new project and retry your queries.
Still Having Trouble?
If the above steps do not resolve your issue, please contact Harvey Support. Please include the following details to help us resolve your issue faster:
A clear description of the issue, including any error messages you’ve encountered.
Relevant screenshots of the Vault Upload Status Logs or screen recordings that show the problem.
The affected document(s) attached.
Your browser version and operating system.
Confirmation of whether you tried uploading the file to the Assistant tool, along with the result.
For further assistance, please contact [email protected]