Upload problems usually come from the file, the source link, the network, or the processing requirements for that format. Keep the original file until the HummingDeck preview is complete.
File rejected before upload
Check that the file uses a supported extension and is no larger than 100 MB in the browser upload flow. Rename a file only when the extension is already correct for its real format. Changing .ppt to .pptx does not convert an old PowerPoint file.
Open the source on your computer. If the original application cannot read it reliably, export a fresh copy before uploading.
Google link not accepted
Paste a Google Slides or Google Docs editor link. A general drive.google.com/file link points to Google’s file viewer and cannot be imported as the source document.
Open the file in Slides, Docs, or Sheets and paste that editor URL. If that is not possible, download the file in a supported format and upload it directly.
Processing takes longer than expected
Large Office files, spreadsheets, and HTML ZIP bundles require more work than a simple PDF. Leave the document in the Library while processing continues. Repeated uploads create duplicate work and can make it harder to identify the final version.
If the state does not change after a reasonable wait, refresh the page once. Then collect the document title, file type, approximate size, upload time, and visible status for Support.
Preview is blank or incomplete
For Office files, export a PDF and compare the result. Missing fonts, unsupported embedded objects, damaged charts, or unusual page sizes can change conversion output.
For HTML:
- confirm there is one clear entry page;
- check relative asset paths;
- include the required CSS, JavaScript, images, and fonts;
- remove dependencies on a private server or local machine;
- test from a static web server;
- open the recipient link in a private browser window.
See HTML and ZIP upload requirements for the full package checklist.
Existing document fails after replacement
Confirm the replacement uses a supported format and still belongs to the intended document. If the page count changed, review the recipient preview and page analytics before relying on older comparisons.
Do not delete the existing document simply to clear an error unless you are prepared to recreate its links and Room placement.
What to include in a Support ticket
- Workspace and document title
- File type and approximate size
- Time of the attempt
- Browser and operating system
- Exact visible error
- Whether the original file opens locally
- Whether a smaller or PDF export succeeds
Do not attach confidential source material unless Support asks for a safe way to provide it.