GENERAL USER
When attempting to upload a document using the Browse button or the Drag and Drop feature, you might experience one of the following issues:
- A "Failed" message appears.
- The file uploads partially, then hangs or locks up.
These errors typically occur when your browser uses outdated cookies from a previous version of SmartVault.
Why This Error Occurs
Your browser may be retaining cookies from an older SmartVault version. If these cookies are not updated when connecting to the portal, they can interfere with the upload process.
How to Resolve This Error
Follow these steps to clear your browser cache and resolve the issue:
- Update Your Browser: Confirm you are running the latest version of your browser. If not, update to ensure compatibility.
-
Clear Browser Cache: Clear your cache using the instructions for your browser:
- Chrome
- Firefox
- Internet Explorer
- Choose Safari > Empty Cache from the menu bar.
-
Sign Out and Restart
- Sign out of the SmartVault Portal.
- Close all browser windows to ensure all cached data is cleared.
-
Sign In Again
- Open your browser.
- Sign back into the SmartVault Portal and try uploading your file again.
Additional Tips
- Verify Browser Settings: Ensure that your browser is set to accept cookies and that no third-party extensions or plugins are blocking cookie updates.
- Check Network Connection: A stable internet connection is crucial during uploading. If issues persist, consider restarting your network equipment.
- Contact Support: If the issue continues after these steps, contact SmartVault Support for further assistance.