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Upload Errors and Solutions

Troubleshooting guide for document upload problems.

File Upload Errors

"File type not supported"

Symptoms: - Error appears after selecting file - Upload won't start

Cause: System only accepts PDF files

Solutions: 1. Verify file type - Must be PDF format (.pdf extension) 2. Convert to PDF - Use Word/other software to save as PDF 3. Check file extension - Ensure file ends in .pdf (not .PDF.docx, etc.) 4. Rename if needed - Remove any extra extensions

"File too large"

Symptoms: - Error when uploading large document - Upload fails or stops

Cause: Maximum file size is 75MB per document

Solutions:

1. Reduce File Size - Use PDF compression tools - Reduce image quality/resolution in source document - Remove unnecessary embedded fonts - Split into multiple documents if appropriate

2. Optimize PDF - Adobe Acrobat: File > Reduce File Size - Online tools: Smallpdf.com, ilovepdf.com (verify security before using) - Print to PDF with lower quality settings

3. Check Actual Size - Right-click file > Properties - Verify size is under 75MB (67,108,864 bytes)

If document legitimately exceeds 75MB: - Contact Clerk's Office for alternative filing instructions - May need to split document or use different delivery method

"Invalid case number format"

Symptoms: - Error after entering case number - Can't proceed with upload

Cause: Case number doesn't match required format

Required Format: [office]-[year]-[type]-[number]-[judge]

Example: 1-25-cv-12345-RSM

Solutions:

  1. Verify format - Check each component:
  2. Office: 1, 2, or 4 (Spokane, Yakima, or Richland Division)
  3. Year: 2 digits (e.g., 25 for 2025)
  4. Type: cv, cr, mc, or bk
  5. Number: 5 digits

  6. Judge: 3 letter initials

  7. Check judge initials - Must match assigned judge

  8. → View complete judge list

  9. Verify case exists - Double-check case number in CM/ECF

  10. Remove spaces - No spaces in case number

Common Mistakes: - ❌ 1:25-cv-12345-RSM (colon instead of dash) - ❌ 1-2025-cv-12345-RSM (4-digit year instead of 2) - ❌ 1-25-CV-12345-RSM (uppercase type - must be lowercase) - ✅ 1-25-cv-12345-RSM (correct format)

→ Complete case number format guide

"Upload failed - Please try again"

Symptoms: - Generic upload error - Upload doesn't complete - Progress bar stops

Possible Causes: - Network interruption - Server timeout - File corruption - Session expired

Solutions:

1. Check Network Connection - Verify internet connection stable - Try different network if available - Disable VPN temporarily

2. Try Again - Click "Try Again" or refresh page - Start upload from beginning - Wait a moment between attempts

3. Check Session - May have timed out during upload - Log out and log back in - Start upload again with fresh session

4. Verify File - Try opening PDF to ensure it's not corrupted - Re-save PDF from source application - Try different PDF if available

5. Browser Issues - Clear browser cache - Try different browser - Disable browser extensions - Try incognito/private mode

"Virus scan failed"

Symptoms: - Upload rejected after scanning - Error mentions virus or malware

Cause: File failed ClamAV virus scanning

Solutions:

1. Scan Your Computer - Run antivirus scan on your computer - Ensure your system is clean - Update antivirus definitions

2. Re-create PDF - Create fresh PDF from source document - Don't use the rejected file - Ensure source document is clean

3. Check PDF Source - Verify PDF created from legitimate source - Avoid PDFs from untrusted sources - Don't include macros or executable content

4. Contact Support - If you believe this is a false positive - Provide details about how PDF was created - May need alternative filing method

Important: Never try to bypass virus scanning or modify file to avoid detection.

"Session expired during upload"

Symptoms: - Upload interrupted with session timeout - Redirected to login page - Lost upload progress

Cause: Session timed out (10-minute inactivity limit)

Solutions:

1. Check Upload Status - Upload may have completed before timeout - Check email for upload confirmation - Verify in MOVEit if you have access

2. Re-upload - Log back in - Start upload again from beginning - Stay active during upload (move mouse, etc.)

3. Prevent Future Timeouts - Upload larger files early in session - Don't leave browser tab inactive during upload - Respond to any timeout warnings that appear

→ Learn about session timeouts

"Server error - Contact support"

Symptoms: - Generic server error message - Upload completely fails - Multiple attempts don't work

Cause: Server-side issue requiring investigation

Solutions:

1. Note Error Details - Screenshot error message - Note exact time of error - Note file name and size

2. Try Basic Troubleshooting - Wait 5-10 minutes and retry - Try different browser - Clear browser cache

3. Contact Support - Call or email Clerk's Office - Provide error details - Include your reference ID if you have one

Upload Performance Issues

Slow Upload Speed

Symptoms: - Upload takes very long - Progress bar moves slowly - Upload times out before completing

Solutions:

  1. Check Network Speed
  2. Test internet connection speed
  3. Use faster/wired connection if available

  4. Close other applications using bandwidth

  5. Reduce File Size

  6. Compress PDF before uploading

  7. May significantly reduce upload time

  8. Try Different Time

  9. Upload during off-peak hours

  10. Avoid lunch time / end of day

  11. Use Better Network

  12. Office network typically faster than mobile
  13. Avoid public WiFi for large uploads
  14. Use wired Ethernet if possible

Upload Freezes or Stops

Symptoms: - Upload progress bar stops moving - Browser appears frozen - No error message

Solutions:

  1. Wait 2-3 minutes - May be processing
  2. Check network - Verify connection still active
  3. Don't close browser - May complete after delay
  4. If truly frozen:
  5. Close and restart browser
  6. Log back in
  7. Start upload again

Drag-and-Drop Issues

Can't Drag File to Upload Area

Symptoms: - Drag-and-drop doesn't work - File not recognized when dropped

Solutions:

  1. Use Browse Button - Click "Choose File" instead
  2. Check Browser Compatibility - Update to latest browser version
  3. Disable Extensions - Browser extensions may interfere
  4. Check File Selection - Ensure dragging one file only

Upload Confirmation Issues

No Confirmation Email Received

Symptoms: - Upload appears successful - No confirmation email arrives

Solutions:

  1. Wait 5 minutes - Email may be delayed
  2. Check spam/junk folder
  3. Verify email address - Check profile settings
  4. Check upload status - Look for on-screen confirmation

→ Learn about upload confirmation

Confirmation Shows Wrong Information

Symptoms: - Case number incorrect in confirmation - File size wrong - Wrong judge shown

Solutions:

  1. Contact Clerk's Office immediately
  2. Do not upload again
  3. Provide your upload reference ID

  4. Explain the discrepancy

  5. Save confirmation email

  6. Keep as evidence
  7. May need for investigation

Still Having Upload Problems?

Contact Support

Eastern District of Washington - Clerk's Office

Phone: (509) 458-3410 Email: ecfinfo@waed.uscourts.gov Hours: Monday-Friday, 8:00 AM - 5:00 PM Pacific Time

Information to Provide

When reporting upload errors: - Your registered email address - Exact error message (screenshot if possible) - File size and type - Case number you tried to use - Browser and version - Time of upload attempt - Any reference ID from partial uploads