Can't upload documents to In Tray

[Kelvin174]

I've been getting the below error message when uploading documents to the In Tray.

I've tried uploading documents, as well as dragging and dropping them and tried it across several browsers with the same error coming up no matter which combination of the above I try.

Anyone have the same issue and/or a solution? Thanks! 

[Komal_S]

Hi @Kelvin174 

As a first troubleshooting step, can you try clearing the browser cache and then attempt to upload the documents again? If it doesn't work, please attempt to email the documents to intray email address and let me know if the same issue still occurs. 

[Kelvin174]

Hi Komal,

I've tried everything, but I'm still having the same issue. Claering the cache does nothing. Emailing the invoice works but it's a frustrating workaround. 

Has this been addressed at all?

This is happening with repeat invoices that uploaded fine before the "update" to Essentials. 

[Komal_S]

Hi @Kelvin174 

We will need to investigate further why it's not working for you. So we can do that, please attempt to upload the documents again and after you get the same error message, follow the steps given below to retrieve error logs: 

• Select the Chrome menu (3 vertical dots) and choose More Tools >> Developer Tools
• Right-click on the Chrome window and choose Inspect
• Using the shortcut keys Ctrl + Shift + I(inspect)

Once in the developer tools window:

1. Choose the Console tab to view the logs being produced.

2.  Right-click and choose Clear Console.

3. Please repeat the action that causes the error/issue. Any errors within the logs will be recorded in the red error text
4. Save the error log by right-clicking on the Console tab and choose Save As, to save the entire log to a .txt file and attach it to this thread.

[Kelvin174]

Hi Komal, 

Thanks fo rthe reply, please find the error log attached here. 

Kind regards

[Komal_S]

Hi @Kelvin174 

Thanks for attaching the log. It doesn't have specific reasons as to why the upload is failing. Can you please send me your product serial number by Private Message, and also attach one document here that's not getting uploaded? 

As you also mentioned that it's happening with repeat invoices, are you specifically trying to attach a document to that or in the global intray window? Is the upload failing for all the invoices and all the document types, or some specific invoices only? 

[Kelvin174]

Hi Komal,

I tried to send you a private message but I'm getting a message "You have reached the limit for number of private messages that you can send for now. Please try again later." It's the first PM I've ever sent, so cant imagine why I've hit a limit?

In answer to your question, iIt's the global in-tray window. It only happens for certain invoices, most work fine and then about 1 in 5 won't upload and generates that error message. It appears to mainly happen with invoices that are more than 1 page long, but some multiple page PDFs upload fine, and some I have had issues with are only 1 page.  I'm not comfortable attaching an invoice to a public post. 

[Komal_S]

Hi @Kelvin174 

Please clear your browser cache and then attempt to send the private message again as the limit message is often related to the cache. You can also send it via incognito mode of the browser.