This page collects the messages you come across in practice. Each message says what is going on; here
you read what you can do about it.
| Message |
Cause |
Solution |
| “Incorrect email address or password” |
The combination is not right |
Check the address; use Forgot password |
| “This code is incorrect or has expired” |
The code is older than 30 seconds or the clock is not in sync |
Request a new code; set the phone time to automatic |
| You are returned to the login screen |
Cookies blocked |
Allow cookies for this address |
| “Your account is blocked” |
Access withdrawn |
Contact the office administrator |
| Message |
Cause |
Solution |
| File is larger than the upload limit of 5 GB |
The file is too large |
Split the file or supply a smaller original |
| Upload failed |
Connection dropped |
Choose Try again; the upload resumes where it was |
| Processing failed |
Conversion or text recognition got stuck |
Choose Restart processing |
| File refused |
File type or content not allowed |
Check the file; get in touch if you need the type |
| The folder could not be read in full |
Part of the folder was not accessible |
Upload the missing files separately |
| Message |
Cause |
Solution |
| A guest does not see a folder |
The group has no right to that folder |
Check the permissions matrix with View as |
| A guest cannot view documents |
No mobile number for the SMS code |
Add the number to the participant |
| “This link no longer works” |
The link has expired or been withdrawn |
Invite again |
| A colleague does not see the dataroom |
Invitation not completed |
Check the status under Users |
| Message |
Cause |
Solution |
| You may view this document, but not download it |
Read permission only |
Ask the dataroom administrator for download permission |
| You can only download this document as a PDF with watermark |
The dataroom does not allow an original |
That is a deliberate setting; the PDF is the intended route |
| No preview available for this file |
The file type does not produce pages |
Download the file or open it in an application of your own |
| The download is not ready yet |
The zip is still being assembled |
Wait for the message and then try again |
| Message |
Cause |
Solution |
| Legal retention obligation: permanent deletion is blocked |
A legal hold is active |
Lift the hold if that is allowed; check with compliance |
| Retention period runs until … |
The period has not yet passed |
Wait until the end date |
| Used as production in a current procedure |
The document belongs to a production list |
Remove it from the production list first |
| Waiting for approval by a second administrator |
Four-eyes principle |
Have a second administrator approve |
- Note the reference stated with the error message.
- Note the time and what you were doing.
- Contact the office administrator or support, with those details.
A message with a reference is always quicker to investigate than “it does not work”. The reference
says which request failed, without you having to share any content data.
