Common Issues and Solutions

Quick fixes for the most frequent problems you may encounter.

Written By Valentin from Filently

Last updated 11 days ago

Processing Failed

Sometimes a document fails during processing. This is usually a temporary issue.

What to try:

  • Retry — click the Retry button on the document card. You get one automatic retry per document.

  • File manually — if the retry also fails, click "File Manually" to choose a filename and folder yourself.

  • Re-upload — if the file seems stuck, delete it and upload again.

If the problem keeps happening with specific files, contact support and include your debug info (see below).

Google Drive Permission Errors

You may see a message like "Could not move file — your storage permissions may have changed" when filing a document.

Common causes:

  • Your Google Drive permissions were changed by a workspace admin.

  • You're trying to file into a shared drive where your role doesn't allow moving files.

What to try:

  • Go to Settings > Storage and check that your Google Drive connection is active.

  • For shared drives, make sure you have the Content Manager role or higher. Ask your drive admin if you're unsure.

  • Reconnect your Google Drive if the issue persists.

Cannot Remove a Document

If you see "Cannot remove: file has been moved outside the upload folder", it means the file was moved in Google Drive after uploading.

Filently can only remove files that are still in the upload folder. You'll need to manage this file directly in Google Drive.

Document Limit Reached

When your monthly document limit is reached, new uploads are queued with the status "Waiting to be processed." They will be processed automatically when your limit resets on your next billing date or when you upgrade your plan.

Documents that were already filed don't count again if you re-file them.

Inbox Folder Issues

Missing inbox folder

If your inbox folder was deleted from Google Drive, Filently will show a notice on the Sources page. You can set up a new inbox folder from there.

Files not being processed

  • Files are only picked up if they're placed directly in the inbox folder, not in subfolders.

  • Google Workspace files (Docs, Sheets) created inside the inbox may be detected before you've added content. Consider creating them elsewhere and moving them in when ready.

  • If you have manual approval enabled, files wait for your approval before processing.

Sharing Debug Info with Support

Every document card has a Debug Info option in its menu (the three-dot icon). This opens a panel with technical details about how your document was processed.

How to use it

  1. Open the three-dot menu on the document card.

  2. Click Debug Info.

  3. Use one of the copy buttons:

    • Copy Debug Info — copies technical identifiers like document ID, file ID, and folder path. This is usually enough for support to investigate.

    • Copy Full Details — also includes AI classification output such as the suggested filename, folder reasoning, and confidence scores. Review this before sharing, as it may contain details derived from your document.

  4. Paste the copied information into your support message.

Your document content is never included in the debug info.

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