In this article you will learn:
What is a Processing Exception?
There are a variety of different reasons why files don't always process successfully. Whenever we detect a file has issues or are unable to process, we apply a processing error to the file that best describes what went wrong during processing. You can view processing exceptions in Onna by selecting Exceptions from the search filter menu.
You can also view processing error messages in the source's audit logs, or you can ask Onna support to investigate further.
Processing Exception Definitions
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- Has Error - If the processing of a file fails at any point, and the failure is not related to any of the other exceptions (listed below), we use "Has Error" as a general catch-all.
- When you might see this:
Due to malformed content, data, or unsupported formatting within the file, no amount of re-processing will ever return a valid result.
- When you might see this:
- Max Processing Retries Reached - If a file doesn’t appear to have any content, data, or formatting issues, the system will attempt to process the file, and will retry several times if it encounters any issues. There may be some data available for the resource, but we cannot guarantee it is complete.
- When you might see this:
On very large PDF files that cannot have OCR properly applied, proprietary file formats that appear to have content but are unreadable by our system, and files that are, or contain, extremely large images.
- When you might see this:
- Max Embeddings Retries Reached - The file itself was processed, and there could be attachments associated with the file, but we cannot guarantee that we have been able to extract every single embedded resource.
- When you might see this:
On very large archive files that have high amounts of embedded files, or archive files with malformed embedded resources.
- When you might see this:
- Large - The resource exceeds the maximum supported processing size of 10GB. The text content of these files is not available or searchable, but the files themselves are still available for download.
- When you might see this:
On files over 10GB
- When you might see this:
- Excluded - The file was intentionally excluded from processing. There are some file types that we will not be able to process due to a lack of readable content due to them being system files or binaries
- Possible examples include:
.jar, .exe, .ico, .dll, .sys
- Possible examples include:
- Download Error - There was an error downloading the file.
- When you might see this:
On files that we were unable to retrieve from the source due to invalid credentials or service issues.
- When you might see this:
- Max Attachment Size Reached - There is an external resource embedded within the resource that exceeds the maximum supported processing size of 10GB.
- When you might see this:
This is most common with emails that link to external GDrive files. Note: This linked GDrive file is not retrieved or stored in Onna when this event occurs.
- When you might see this:
- No Text Content - The file does not have any text for processing, and therefore does not have any searchable content.
- When you might see this:
This is most common with image files or PDFs that could not have OCR applied.
- When you might see this:
- Large Text Truncated - The text in the file is too long and was truncated for indexing.
- Encrypted Document - The file is encrypted and cannot be processed.
- Messages with text body too large - This error only applies to ZenDesk ticket resources.
- When you might see this happen:
If the message length of the ticket is greater than 10,000 characters, the message is truncated.
- When you might see this happen:
- Has Error - If the processing of a file fails at any point, and the failure is not related to any of the other exceptions (listed below), we use "Has Error" as a general catch-all.