Troubleshoot Data rooms
Resolve disabled uploads, rejected files, space access, missing links, visibility failures, and file-request errors.
Separate library upload problems from space-role problems and public-link problems. They use different access checks and recovery paths.
Upload content is disabled
Select a concrete team or personal folder. Upload content is disabled at the unselected library root because Data rooms needs a destination.
If the uploader reports Select a folder before uploading files, close the panel, open the intended folder, and try again.
Files are rejected
- File limit exceeded. means Upload files exceeded 20 entries or Upload folder exceeded 100 entries.
- The file has an invalid type. means its extension is not accepted.
- An oversize message reports the maximum allowed file size.
- Damaged PDF, cannot be repaired means a PDF in an extracted ZIP could not be made safe for processing.
For Upload and extract ZIP, Data rooms separately reports too many extracted files, a file over the 25 MB archive-entry limit, or a total over the 250 MB archive limit. Remove the rejected item or split the archive; do not rename an unsupported file to bypass validation.
A filename already exists
Compare the existing file with the queued upload. Choose the offered replace action only when it is the next version of the same document. Otherwise keep both and rename them so the distinction is explicit.
Use Upload new version from the existing file’s action menu when preserving its history is the intended result.
A space is missing
Check both My spaces and Team spaces, then clear Search spaces…. My spaces is owner-scoped. Team spaces includes owned spaces and spaces where you are a collaborator.
If a direct URL denies access, ask the owner to confirm your collaborator assignment and role. Organization membership alone does not grant access to every space.
A sharing control is unavailable
Creating links, groups, and collaborators requires the owner or Full-access role. An Editor can maintain space content but cannot open the full administrative routes. A Viewer can browse only.
Share this space first to make it visible to others means the space has no share link. Create a reviewed link before changing its external availability.
A link no longer opens
Ask a full-access operator to check:
- the space share status is active;
- the link is Visible;
- the link has not expired;
- the visitor has satisfied its password, email-verification, or agreement requirement;
- the shared file or folder is still visible under that link.
Do not create a second unrestricted link as a shortcut around an expired or secured link.
A file request cannot be created
Provide Account name (not visible to visitors), Request title (Visible to viewers), and Folder for uploaded files. If the request saves but its public page reports File request page not available, verify the copied URL, expiry, and whether the request still exists.
Public upload errors appear as Could not upload files. Confirm the batch limit, type, size, and visitor identity gate before retrying.
What to include when escalating
Provide the organization slug, space or request name, page, role, visible error, and approximate time. Share a record ID only through an approved support channel. Never send passwords, private link URLs, uploaded documents, visitor emails, or customer data in an unsecured escalation.