Troubleshooting File Upload Errors
This article provides troubleshooting help for potential error messages related to file upload or AI processing.
Contact our support team for assistance if you receive an error not covered in this article. For instructions on using the Crunchafi Data Extraction enhanced file upload option, click here.
File Size & Type
File Formatting & Validation
The error messages below are only triggered if the uploaded file does not match the format expected for the file extension.
Excel Formula Evaluation Errors (.xlsx files only)
When .xlsx files are uploaded, the system checks them for a safe subset of Excel formulas. Any formula outside of this subset triggers an error message. Check the table below for specific errors.
In most cases, files exported from accounting systems have cached values and are not impacted by these validations. These errors most commonly appear with files that were manually edited in Excel before upload in the Data Extraction portal.
Unless otherwise noted below, the error can be fixed by opening the Excel file, selecting and copying all impacted cells, pasting them as Values Only (i.e., remove formulas), saving the file, and re-uploading it.
Chart of Accounts - Structural Validation
These checks apply to COA uploads only and run after the file has been converted to CSV.
If you receive any of the following warning messages, you can still proceed with your upload (if applicable):
N of total rows (%) are empty. This may indicate a formatting issue.
This file may be a Trial Balance rather than a Chart of Accounts. Found columns that look like amounts {list}. If this is intentional, you can proceed.
NOTE: If you do not have access to a COA, review our guide, Using a Trial Balance Instead of a Chart of Accounts.
System-Specific Messages
When users submit files for processing, the system can trigger three types of errors: 1) AI ran into data validation issues that can be recovered by the user, 2) AI ran into a backend workflow issue that is not recoverable by the user, or 3) the system ran into a data ingestion issue that requires the user to re-upload files.
AI Data Validation Issues
If processing completes and AI detects validation issues, the user is shown expandable issue groups with details and options to download the full error report and re-upload files once fixed. See below for more context.
AI Processing Issues
Receiving a Something Went Wrong error message with the details below means that the issue cannot be resolved by retrying the processing or re-uploading the file. Contact our support team for assistance. This may be the case, for example, if there has been no progress on processing for more than 1 hour.
We're sorry - the AI ran into a problem it couldn't recover from. Unfortunately, there is no workaround for this issue. Please contact Crunchafi Support and provide the reference number below.
Data Ingestion Issues
Receiving a Processing Failed error message indicates that the files need to be re-uploaded. Clicking the Re-upload files button redirects you to the Chart of Accounts upload step. Below are the possible error codes and their descriptions.