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Troubleshooting files you attach to a chat message in GTM One

Learn how to fix a file that Chat refuses, fails to upload or reads only in part.

Jake FreyJake FreyPrincipal Product Manager

Learn how to fix a file that Chat refuses, fails to upload or reads only in part.

Overview

GTM One checks a file when you attach it to a chat message. Find the message or symptom below and follow its steps. For how attachments work and their limits, see How to attach files to a chat message in GTM One.

There is no attach button, or dropping a file does nothing

Cause

File attachments are available when your organization has them turned on. Without that, the chat box has no Attach file button and a dropped file is ignored.

Resolution

  1. Ask your ZoomInfo admin whether file attachments are turned on for your organization.

A toast says "You can attach up to 5 files."

Cause

A message carries up to 5 files. Files that failed to upload still hold a place until you remove them.

Resolution

  1. Click the cancel icon on any file you do not need, including red ones.
  2. Attach the file again, or send the message and attach the rest in your next one.

A toast says a file exceeds the maximum size or its type is not allowed

Cause

Each file can be up to 100 MB, and only some file types are accepted (the most are BMP, CSV, DOCX, HTM, HTML, JPEG, JPG, PDF, PNG, PPTX and SVG). The toast names the file and gives the reason, one per refused file. A refused file gets no pill.

Resolution

  1. Check the file's size and extension.
  2. Compress or split a file over 100 MB, or save it as a supported type.
  3. Attach the new file.

A file shows as a red pill

Cause

The upload failed for that file. Point at the pill to read the reason. When the whole batch fails to set up, the reason reads "Upload could not be prepared for all files. Please try again."

Resolution

  1. Click the cancel icon on the red pill.
  2. Attach the file again.
  3. If it fails again, check your connection, reload the page and try once more.

A warning says Chat will only read the first part of a CSV

Cause

Chat reads up to 250,000 characters of file text in a conversation, shared evenly across all the text files in it, including ones from earlier messages. A CSV whose table is over its share is read only from the start. The warning is advice: the file is still attached.

Resolution

  1. Remove the CSV, trim it to the rows and columns you need, and attach it again.
  2. Or start a new conversation so earlier files do not share the limit.

The answer ignored a file

Cause

A file only counts when it uploaded before you sent the message. A red or still-uploading pill is not sent.

Resolution

  1. Wait until every pill has no spinner and none is red.
  2. Send the message again, referring to the file by name.

If you see an error

  • "You can attach up to 5 files." Remove a file and try again.
  • "File exceeds the maximum size of 100 MB" The named file is too large. Compress or split it.
  • "File type is not allowed" The named file's type is not accepted. Save it as a supported type.
  • "Upload could not be prepared for all files. Please try again." Remove the red pills and attach the files again.

Escalation

If a supported file under 100 MB keeps failing, contact ZoomInfo support or your ZoomInfo admin. Include the file's name, type and size, the time it failed and the text in the pill's tooltip.

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