Skip to main content
Version: Current

FAQ: Why is my document stuck in "Scanning"?

If a document remains in the Scanning status for an extended period (typically more than 5-10 minutes), it usually indicates an issue during the initial processing stages.

Common Reasons:

  1. Large/Complex File: Very large files (many pages, high resolution) or documents with extremely complex layouts take longer for the OCR and extraction services to process. Wait a bit longer (15-20 mins).
  2. Unsupported/Corrupted File: The uploaded file might be in a format Zudello cannot process (e.g., encrypted PDF, non-standard image format, corrupted file).
  3. Password Protected: PDFs protected by passwords cannot be opened or processed.
  4. Temporary Platform Issue: Rare slowdowns or issues within Zudello's backend processing queue or extraction services. Check the Zudello Status Page.
  5. Upload Interruption: The file upload may not have completed successfully.

What to Do:

  1. Wait: Give it some extra time, especially for large files.
  2. Check File: Verify the original file type and size. Ensure it's not password-protected or corrupted.
  3. Check Status Page: Look for any reported platform incidents.
  4. Re-upload: Delete the stuck document and try uploading the file again. If it was large/complex, try simplifying it first (lower resolution, split pages).

If the problem persists with a specific, seemingly valid file, contact Zudello support with the Document UUID (if available) and the original file.