Overview

Resolve document import failures caused by malformed files, metadata gaps, or connector auth issues.

Audience

• Ops
• Lawyer

Product Area

Ingestion

Prerequisites

• Import job failed

Steps

1. Inspect import report

Review error classification and file-level failure reasons.

1. Retry corrected batch

Patch failed records and retry import with idempotent manifest.

Expected Result

The Ingestion workflow completes without unresolved validation errors, and the result is visible to the intended roles.

Security and Audit Notes

• Use the least-privileged role that can complete the task.
• Confirm the resulting change or decision appears in the workspace audit trail when the workflow changes customer data or access.

Limits and Preconditions

• Available controls depend on the tenant plan, enabled modules, jurisdiction, and administrator policy.
• If a named control is not visible, confirm entitlement and role access before treating the behavior as a product failure.

Troubleshooting

• Unsupported attachment encoding: Normalize files to supported PDF/DOCX encodings.

Related Articles

• Import Legacy Contracts

Escalation

If the documented result cannot be reached after the checks above, capture the workspace identifier, affected product area, timestamp, and a redacted error message, then use Support. Never include secrets, privileged legal content, or customer documents in the initial report.