Troubleshooting File Upload Errors

Troubleshooting file upload errors

Common error messages

You may see one of the following messages when an upload fails:

• "Something went wrong" -- A general upload failure. Usually resolves with a refresh and retry.

• "This looks like a network error, the endpoint might be blocked by an internet provider or a firewall" -- Despite the wording, this is typically an issue on Mary's side, not a problem with your network or firewall. You do not need to contact your IT team.

• "Error finalising uploads" -- The files were received but the upload could not be completed. Retry the upload after refreshing the page.

• "Failed to fetch" -- The connection to Mary's servers was interrupted mid-upload. Follow the steps below to resolve.

Step-by-step troubleshooting

Work through these steps in order. Most issues resolve at step 1 or 2.

1. Hard refresh the page. Press Ctrl+Shift+R on Windows or Cmd+Shift+R on Mac. This forces your browser to reload without using cached data. Then retry your upload.

2. Clear your browser cache for Mary. In your browser settings, clear cached data specifically for app.marytechnology.com. Close the tab, open a new one, navigate back to Mary, and retry.

3. Check your file count. Each upload session supports up to 500 files and 10,000 pages. If you are exceeding these limits, upload in smaller batches.

4. Check for duplicate filenames. If multiple files share the exact same filename (for example, two files both named Report.pdf), the upload can fail silently. Rename any duplicates before uploading.

5. Check your file types. Mary supports PDF, DOCX, EML, and MSG files. Unsupported formats will not upload. See our File upload limits and supported file types article for details.

6. Check for password-protected PDFs. Password-protected PDF files will fail and throw an error. This is one of the most common reasons for upload failures. Remove password protection before uploading — this can typically be done by duplicating the file on your computer.

7. Try a different browser. If the issue persists, try uploading from Chrome, Edge, or Safari to rule out a browser-specific problem.

Known causes of upload failures

• Upload limits. Each session supports up to 500 files and 10,000 pages. If your upload exceeds these limits, split into multiple batches.

• Duplicate filenames. Two or more files with identical names can cause silent failures where some files are not processed. For example, if a personal injury matter has multiple documents all named Medical Report.pdf from different providers, rename each one before uploading.

• Password-protected PDFs. These will fail and throw an error. This is one of the most common reasons files cannot be validated. Remove protection before uploading — this can typically be done by duplicating the file on your computer.

• iManage .nrl files. If you use iManage, note that .nrl files are linked references, not actual documents. Export the underlying documents from iManage before uploading to Mary.

• Unsupported file formats. Only PDF, DOCX, EML, and MSG files are accepted. Convert other formats before uploading.

If this doesn't work

If your upload continues to fail after working through all the steps above, contact support at support@marytechnology.com and include the following:

• A screenshot of the error message

• The number of files you are trying to upload

• The file types involved (PDF, DOCX, EML, MSG, or other)

• Your browser name and version (e.g., Chrome 120, Safari 17)

• Whether you are on a corporate network or personal connection

Including this information helps the team investigate and resolve the issue quickly.