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Troubleshooting
Common issues and solutions for file upload scanning including upload errors, recognition problems, and processing issues.
Upload Issues
Upload Fails or Times Out
- Check your internet connection speed
- Try uploading fewer images at once (50-100 maximum)
- Reduce file sizes if images are very large (>10MB each)
- Clear browser cache and try again
- Switch to a wired connection instead of WiFi
- Try a different browser
File Format Not Supported
- Ensure files are JPG, PNG, or WEBP format
- Convert unsupported formats (BMP, TIFF) to JPG or PNG
- Check file extensions are correct (.jpg, .png, .webp)
- Avoid uploading RAW camera files - convert to JPG first
File Too Large
- Maximum file size is 10MB per image
- Resize or compress large images before uploading
- Reduce image resolution while maintaining 300+ DPI
- Use image editing software to reduce file size
- Save as JPG with 80-90% quality setting
Recognition Problems
No Cards Recognized
- Verify image quality meets minimum requirements (300 DPI)
- Check that cards are properly framed and in focus
- Improve lighting - use bright, even illumination
- Ensure card text is readable in the image
- Remove glare or reflections from card surface
- Try reprocessing the images with enhanced settings
Wrong Cards Identified
- Use the edit function to manually select correct card
- Ensure entire card is visible in the image
- Check image isn't rotated or skewed
- Improve image quality and retry
- For similar cards, verify the set and printing
Low Recognition Confidence
- Review and verify low-confidence matches manually
- Retake photos with better lighting and focus
- Ensure card surface is clean and undamaged
- Use higher resolution images (600 DPI recommended)
- Avoid photographing damaged or heavily played cards at angles
Processing Issues
Processing Taking Too Long
- Large batches may take several minutes
- Upload smaller batches (50-100 images) for faster processing
- Check your internet connection speed
- Avoid uploading during peak hours
- Wait for processing to complete - don't refresh the page
Processing Failed or Stuck
- Refresh the page and try uploading again
- Check browser console for error messages (F12)
- Clear browser cache and cookies
- Try a different browser
- Verify your account has available scan credits
- Contact support if issue persists
Improving Image Quality
- Resolution: Use at least 300 DPI, 600 DPI is ideal
- Lighting: Bright, diffused lighting without harsh shadows
- Focus: Ensure card text is sharp and readable
- Background: Use plain, contrasting background
- Position: Keep card flat and properly aligned
- No Glare: Avoid reflections on card surface
- Cropping: Include entire card with slight margins
Export Issues
CSV Export Not Working
- Ensure you have scanned cards to export
- Check browser allows file downloads
- Try disabling pop-up blockers
- Clear browser cache and try again
- Try a different browser