I am trying to upload some PDF files, and Paperpille indicates that it is uploading them. However, it takes hours and nothing happens. Does anyone have any idea why this is happening and how to solve it?
Welcome to our forum, @Mirjana_Pejic_Bach and thank you for reporting this. The team has since fixed the issue with uploads, but let us know if you have any questions or continue to experience the problem.
I have the same problem and it doesn’t finish both via the Safari and Chrome extension. Could you help out Suzanne? Thanks in advance!
Welcome to our forum, @ali and thank you for reporting this here. If it’s a temporary glitch, waiting a little while and then trying again, or restarting your browser can often help (in Chrome, you can type chrome://restart in the address bar and the browser will restart and reopen all your tabs of the current profile). Please let us know if the issue continues to persist.
Hi! Same issue here—I’ve tried restarting and waiting, but no luck.
Welcome to our forum, @Regina_Avgousti and thank you for your report. Has the upload issue persisted? If so, could you tell us what you were trying to upload? For example, were you uploading a bibliographic file (BibTeX, RIS, etc.), a folder of PDFs, or importing from another reference manager?
Hello, I’ve had this issue persistently in the past 2 months. I discovered it’s happening sometimes when trying to create a reference by dropping the PDF onto Paperpile. Is the extraction of the metadata the issue?
The only way I can bypass it is by creating the reference first and uploading the file afterwards. It’d be nice to get it solved!
Welcome to our forum, @maria_villa. Thanks for reporting this and for sharing what you’ve observed.
We did have a recent backlog on our servers that briefly delayed some PDF-processing jobs, so that may have contributed to the upload issue you saw earlier today. But, since you’ve been running into the problem for a couple of months, that might not be the full explanation.
If the issue happens again, could you share a short screen recording of the PDF drop-in process? That would really help us pinpoint what’s going wrong on your account. You can also let us know any other patterns you’ve noticed (file types, browser, steps taken, etc.). You can share it via our in-app messenger or by emailing support@paperpile.com.
With the help of your reports, our team was able to identify and fix an issue that had been disrupting uploads to our servers. Today we updated the web app to v90 with this fix.
Close the Paperpile app in any open tabs and then open app.paperpile.com in a new tab, and the app should update automatically - you can click the question mark in the bottom right corner to check the version. Thanks for helping us pinpoint this issue!