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Troubleshooting Guide

Solve common issues quickly with our comprehensive troubleshooting guide. Find solutions to upload problems, processing errors, and quality issues.

Upload Issues

File upload keeps failing

SYMPTOMS

  • Upload progress bar stops
  • Error message appears
  • File doesn't appear in list

POSSIBLE CAUSES

  • File size too large (>10MB)
  • Unsupported file format
  • Poor internet connection
  • Browser cache issues

SOLUTIONS

  • Check file size - compress if over 10MB using our compression tool first
  • Verify file format - we support PDF, DOCX, XLSX, PPTX, JPG, PNG, TIFF
  • Test internet connection - try uploading a smaller file first
  • Clear browser cache and cookies, then try again
  • Disable browser extensions that might interfere
  • Try using a different browser (Chrome, Firefox, Safari)

Upload is extremely slow

SYMPTOMS

  • Progress bar moves very slowly
  • Upload takes several minutes
  • Browser becomes unresponsive

POSSIBLE CAUSES

  • Large file size
  • Slow internet connection
  • Server load
  • Browser limitations

SOLUTIONS

  • Compress files before uploading to reduce size
  • Check internet speed - consider using faster connection
  • Upload during off-peak hours (early morning/late evening)
  • Close other browser tabs and applications
  • Try uploading files one at a time instead of batch upload

Drag and drop not working

SYMPTOMS

  • Files don't appear when dragged
  • Drop zone doesn't highlight
  • Click to browse works but drag doesn't

POSSIBLE CAUSES

  • Browser compatibility
  • JavaScript disabled
  • Browser security settings

SOLUTIONS

  • Use 'Browse Files' button as alternative
  • Enable JavaScript in browser settings
  • Update browser to latest version
  • Try different browser if issue persists
  • Check if browser has drag-drop restrictions enabled

Processing Errors

Processing takes too long or times out

SYMPTOMS

  • Operation runs for over 5 minutes
  • Browser shows 'timeout' error
  • Page becomes unresponsive

POSSIBLE CAUSES

  • Very large files
  • Complex PDF structure
  • Server overload
  • Browser memory issues

SOLUTIONS

  • Split large files into smaller parts first
  • Try processing during off-peak hours
  • Close other browser tabs to free memory
  • Refresh page and try again with smaller files
  • Use 'Maximum Compression' setting for faster processing

Conversion fails with error message

SYMPTOMS

  • Error popup appears
  • Download doesn't start
  • Process stops unexpectedly

POSSIBLE CAUSES

  • Corrupted source file
  • Password protection
  • Unsupported content
  • File format issues

SOLUTIONS

  • Try opening source file in original application to verify it's not corrupted
  • Remove password protection before conversion if applicable
  • Simplify complex formatting in source document
  • Save source file in a different format and try again
  • Contact support if error persists with file details

Merged PDF has wrong page order

SYMPTOMS

  • Pages appear in incorrect sequence
  • Files merged in unexpected order
  • Pages missing or duplicated

POSSIBLE CAUSES

  • Files uploaded in wrong order
  • Page selection errors
  • Browser caching old order

SOLUTIONS

  • Use drag-and-drop to reorder files before merging
  • Check file order preview before clicking merge
  • Use 'Clear All' and re-upload files in correct order
  • For page selection, verify thumbnail selection matches intent
  • Try 'Reverse Order' option if files are backwards

Download Problems

Processed file won't download

SYMPTOMS

  • Download button doesn't work
  • File downloads but is 0 bytes
  • Download starts but fails

POSSIBLE CAUSES

  • Browser download restrictions
  • Popup blocker interference
  • Network interruption
  • Disk space

SOLUTIONS

  • Right-click download link and 'Save Link As'
  • Disable popup blocker for our site
  • Check available disk space on device
  • Try downloading with different browser
  • Clear browser downloads folder if it's full

Downloaded file is corrupted or won't open

SYMPTOMS

  • PDF reader shows error
  • File appears damaged
  • Can't open with any application

POSSIBLE CAUSES

  • Incomplete download
  • Processing error
  • Antivirus interference
  • File association issues

SOLUTIONS

  • Download file again - ensure complete download
  • Try opening with different PDF reader (Adobe, Chrome, Firefox)
  • Temporarily disable antivirus and re-download
  • Check file size - compare with expected size
  • Clear browser cache and try processing again

Quality Issues

Converted document loses formatting

SYMPTOMS

  • Text alignment changes
  • Fonts look different
  • Images moved or resized
  • Tables broken

POSSIBLE CAUSES

  • Format differences
  • Font availability
  • Complex layouts
  • Compression settings

SOLUTIONS

  • Use 'High Quality' setting instead of compression
  • Convert simpler documents for better results
  • Save source in compatible fonts before conversion
  • Try PDF to HTML then HTML to target format
  • For complex layouts, consider converting to images instead

Images appear blurry or pixelated

SYMPTOMS

  • Low resolution images
  • Blurry text
  • Pixelated graphics
  • Poor print quality

POSSIBLE CAUSES

  • High compression
  • Low source resolution
  • Format conversion
  • Size reduction

SOLUTIONS

  • Use 'High Quality' or 'Balanced' compression setting
  • Start with higher resolution source images
  • Avoid 'Maximum Compression' for image-heavy documents
  • For printing, use 'High Quality' setting always
  • Consider PNG format for images with text

File size is too large after processing

SYMPTOMS

  • Output file bigger than expected
  • Email attachment size limit exceeded
  • Slow to share or view

POSSIBLE CAUSES

  • High quality settings
  • Uncompressed images
  • Multiple large files merged

SOLUTIONS

  • Use 'Web Optimized' or 'Maximum Compression' settings
  • Compress individual files before merging
  • Remove unnecessary pages before processing
  • Convert high-resolution images to lower resolution first
  • Use our separate compression tool after processing

Security & Access

Can't process password-protected PDF

SYMPTOMS

  • Upload succeeds but processing fails
  • Password prompt appears
  • Access denied error

POSSIBLE CAUSES

  • PDF has password protection
  • Encryption restrictions
  • Permission settings

SOLUTIONS

  • Remove password protection first using our 'Remove Protection' tool
  • Get password from document owner
  • If you know password, use 'Remove Protection' with password first
  • Check if PDF has printing/editing restrictions vs opening password
  • Try opening PDF in reader to verify password works

Processed file has unexpected restrictions

SYMPTOMS

  • Can't print processed PDF
  • Can't copy text
  • Can't edit converted document

POSSIBLE CAUSES

  • Source restrictions copied
  • Conversion limitations
  • Security settings preserved

SOLUTIONS

  • Remove restrictions from source file first
  • Use 'Remove Protection' tool before conversion
  • Check if target format supports desired features
  • Try converting through intermediate format (PDF → Word → PDF)
  • Verify source file doesn't have hidden restrictions

Browser & Compatibility

Tool doesn't work in my browser

SYMPTOMS

  • Buttons don't respond
  • Upload area not visible
  • Page layout broken
  • JavaScript errors

POSSIBLE CAUSES

  • Outdated browser
  • JavaScript disabled
  • Ad blockers
  • Browser compatibility

SOLUTIONS

  • Update browser to latest version
  • Enable JavaScript in browser settings
  • Disable ad blockers for our site
  • Try in incognito/private browsing mode
  • Switch to supported browser: Chrome, Firefox, Safari, Edge

Mobile device issues

SYMPTOMS

  • Touch controls don't work
  • Text too small
  • Buttons hard to tap
  • Upload difficult

POSSIBLE CAUSES

  • Mobile browser limitations
  • Touch interface issues
  • Screen size constraints

SOLUTIONS

  • Use mobile browser's desktop mode
  • Zoom in for better touch accuracy
  • Use 'Browse Files' instead of drag-and-drop
  • Switch to landscape mode for better layout
  • Consider using desktop/laptop for complex operations

Still experiencing issues?

If these solutions don't solve your problem, our support team is here to help with personalized assistance.

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