Onna Processing Exceptions and Notes

In this article you will learn: 

• Processing Exceptions Overview
• Definitions of Onna Processing Exceptions
• Definitions of Onna Processing Notes

Processing Exceptions Overview

There are a variety of different reasons why files don't always process successfully. Whenever we detect a file has issues or is unable to be processed, we apply a processing error message 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. 

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Processing Exception Definitions

• 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.
• Has Error - If the processing of a file fails at any point, and the failure is not related to any of the other listed exceptions, we use "Has Error" as a generic exceptionl. 
  • 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.

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Processing Notes

• Encrypted Document - The file is encrypted and cannot be processed.
  
  
• Excluded - The file was intentionally excluded from processing. There are some file types that we will not process due to a lack of human-readable content, including system files and binaries. 
  • Examples include: 
    .jar, .exe, .ico, .dll, .sys
• 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 in size.

• Large Text Truncated - The text in the file is too long and was truncated for indexing.
  
  
• 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.
    
    
• 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. 

• 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 either are or contain extremely large images.

• Messages with text body too large - This error only applies to ZenDesk ticket resources.
  • When you might see this:
    If the message length of the ticket is greater than 10,000 characters, the message is truncated to the first 10,000 characters.

• No Email Body - The body content of the email could not be extracted from the file
  • When you might see this:
    This is most frequently run into for ".msg" files, as these are proprietary Microsoft email files that are not always in a valid format that can be processed. Alternatively, It is possible to see this on any email file that does not have any content in the body of the email (E.g. meeting invite responses, drafts, empty emails sent by users, etc.).

• 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.

• Recipient List Truncated  - This error applies to email file types for emails with the number of recipients exceeding certain limits. The error message will specify where the error is occurring: 
  • To Recipient List Truncated: There are more than 2,000 ‘To’ recipients on the email. The 'To' recipients list is truncated to the first 2,000 email addresses.
  • CC Recipient List Truncated: There are more than 2,000 ‘CC’ recipients on the email. The 'CC' recipients list is truncated to the first 2,000 email addresses.
  • BCC Recipient List Truncated: There are more than 4,000 ‘BCC’ recipients on the email. The 'BBC' recipients list is truncated to the first 4,000 email addresses.
    
    NOTE:  We only allow one processing exception per resource. If the "To" list is truncated, that message will take priority, with CC being second priority, and BCC being third priority. That is to say, if the To, CC, and BCC fields all exceed their maximum limits, you will only see the "To Recipient List Truncated" message.

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