Troubleshoot slow scans and large files
Recover when scanning feels slow, stalls, or fails without sending the file to support by default.
Outcome
You can decide whether to wait, retry with a smaller file, switch format guidance, or report a safe issue summary.
Your progress
Mark each step as you complete it. This is saved only in this browser.
0 / 3 steps complete
Before you start
Visual frame
Review asset
Slow scan and large file troubleshooting storyboard
Synthetic troubleshooting frame only. It helps users isolate size, format, and browser symptoms without sending original files to support by default.
Synthetic frame
Scan progress
Watch where the process pauses.
Troubleshoot slow scans and large files workflow frame
Instructional frame for this workflow. Use product screenshots or animation captures after the article copy is stable.
Guided steps
Follow the task, then check the result.
Wait for one complete attempt
Give the scan time to finish once. Large files can take longer, especially if the browser is busy.
Reduce complexity
If the scan stalls, try a smaller file, a shorter excerpt, or a format-specific guide. Do not attach the original file to support by default.
Escalate with safe context
If the issue repeats, report file type category, rough size band, browser, and the step that fails. Use synthetic content if a reproduction is needed.
Branch questions
Can you see the screen or control described in Troubleshoot slow scans and large files?
Completion check
Support boundary
Support can use by default
- Article slug and selected workflow step.
- Screen or action name, such as Canvas review, Vault resume, or Share package.
- Browser, viewport, file type category, and error category when relevant.
- Synthetic sample shape or redacted sample only after review.
- Intent ID
- Article slug
- App route
Requires your consent
- User-written description
- Email address
- Explicit attachment
- Redacted sample
- Support bundle previewed to the user
Not collected by default
- Raw original document text
- Full local file paths
- Pasted private content
- Unmasked screenshots
- Replay capture
Safe support summary
Copy a scrubbed handoff.
Redactorr KB support summary Article: /knowledge-base/slow-scan-large-file-troubleshooting Selected issue: A supported small sample also fails. Playbook progress: 0/3 steps marked complete Safe context to include: - Article slug and selected workflow step. - Screen or action name, such as Canvas review, Vault resume, or Share package. - Browser, viewport, file type category, and error category when relevant. - Synthetic sample shape or redacted sample only after review. - Intent ID - Article slug - App route Requires explicit consent: - User-written description - Email address - Explicit attachment - Redacted sample - Support bundle previewed to the user Do not include by default: - Raw original document text - Full local file paths - Pasted private content - Unmasked screenshots - Replay capture User note: - Describe the step and symptom without pasting raw document text, secrets, files, or restoration material.
Article details
Troubleshoot slow scans and large files
Recover when scanning feels slow, stalls, or fails without sending the file to support by default.
Outcome
You can decide whether to wait, retry with a smaller file, switch format guidance, or report a safe issue summary.
Before You Start
- Know the file type category and approximate size band.
- Keep the original file local.
- Avoid repeatedly uploading the same file if the browser is struggling.
1. Wait for one complete attempt
Give the scan time to finish once. Large files can take longer, especially if the browser is busy.
Check before you continue: The scan finishes or you know the exact state where it stops.
2. Reduce complexity
If the scan stalls, try a smaller file, a shorter excerpt, or a format-specific guide. Do not attach the original file to support by default.
Check before you continue: A smaller or simpler sample completes, or the issue is clearly format-specific.
3. Escalate with safe context
If the issue repeats, report file type category, rough size band, browser, and the step that fails. Use synthetic content if a reproduction is needed.
Check before you continue: Support can triage without seeing the original file.
Completion Check
- You know whether the problem is size, format, browser, or export related.
- A smaller safe sample was tried when practical.
- Support context does not include raw file contents by default.
Safe Examples
- A generated 20-row CSV with fake emails.
- A synthetic two-page PDF with example.test addresses.
If You Need Support
Contact support when:
- A supported small sample also fails.
- The scan repeatedly stalls at the same step.
Include only support-safe context:
- Article slug and selected workflow step.
- Screen or action name, such as Canvas review, Vault resume, or Share package.
- Browser, viewport, file type category, and error category when relevant.
- Synthetic sample shape or redacted sample only after review.
Still stuck?
Copy a safe article handoff.
Start support with the article, the issue, and safe context. Raw document text, files, restoration material, and unredacted screenshots stay out unless you explicitly choose otherwise.
- Article slug
- Selected issue
- Screen name
- Action name
Redactorr support case Source: Article playbook: slow-scan-large-file-troubleshooting Route: /knowledge-base/slow-scan-large-file-troubleshooting Selected issue: A supported small sample also fails. Safe context: - Article slug and selected workflow step. - Screen or action name, such as Canvas review, Vault resume, or Share package. - Browser, viewport, file type category, and error category when relevant. - Synthetic sample shape or redacted sample only after review. - Article slug - Selected issue - Screen name or article section - Action name Only include with explicit consent: - User-written description - Email address - Explicit attachment - Redacted sample - Support bundle previewed to the user Do not include by default: - Raw original document text - Full local file paths - Pasted private content - Unmasked screenshots - Replay capture - Hidden diagnostic uploads User note: - Describe what you tried and what happened. Do not paste raw document text, secrets, files, restoration material, or unredacted screenshots.
Support case builder
One case format, wherever you start.
This is the same support case shape used by diagnostics and article handoffs.
- Article slug and selected workflow step.
- Screen or action name, such as Canvas review, Vault resume, or Share package.
- Browser, viewport, file type category, and error category when relevant.
- Synthetic sample shape or redacted sample only after review.
- Article slug
- Selected issue
Private material belongs behind an explicit consent step, not in the initial case.
6 default exclusions