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Best practices to solve the problem of non-converted files

What can you do with non-converted files? 

There are several reasons why a file type cannot be converted. In the Unsupported files report you will find detailed reasons why. When a document is not converted it cannot be viewed online or downloaded as a secured PDF. Below you can read about the most common ones and the best the practice to adjust them so they can be converted.

Excel: Non-converted Excel files can still be viewed in our Office 365 viewer, if the size is below 25 MB. Try to open the file in the document structure to see if the Office 365 viewer can open the file. If this works, all users in your Vault with permissions to the file and the Office 365 viewer enabled can view the file.

An Excel file could be marked as non converted, because it counts more than 1500 pages. This can be caused by the set print area. This means the file cannot be downloaded as a secured PDF or viewed in the Document viewer if the Office 365 viewer is disabled. To solve this, reset the print margins for each tab in your Excel. Save the file and re-upload to the Vault. Learn more about how to do this here.
PDF: When a PDF file has more than 1500 pages or is larger than 100 MB, it cannot be converted. The best option is to divide the document into parts that are less than 1500 pages and/or 100 MB.

If your file still cannot be converted, it might contain elements, for example digital signatures, that prevents us from converting it. Delete the file from the Vault and open the original PDF document on your computer. Print the document as PDF, save and re-upload it. 
ZIP:  ZIP files can be uploaded, but will not be automatically extracted in the Vault and it will be marked as a non-converted file. Extract the ZIP file on your computer and then upload the contents to the Vault.

Other possible reasons that can be found in the unsupported files report:

  • Password protected: Remove the password from the file on your computer, save and re-upload.
  • File is not supported: The file type is supported but your file could contain elements that cannot be converted.
    Below you will find some causes that could prevent converting:
    • Digital signatures
    • The document is comprised of different external sources
    • Built-in security measures (For example copy protection etc.)

If none of the solutions work, it is advised to grant original download permissions.

Do you need personal advice?
Please contact our Customer Success Team available 24/7. 
E: support@virtualvaults.com
T: +31 (0)88 238 2240 

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