After exporting a data room, you may receive an email informing you that an issue has occurred while processing your data room export. If you've received this email, here's how you can locate and resolve the issue.
Note: Only data room owners and co-owners can do this.
File paths exceed the maximum length
The email mentions that some file path lengths (total length of folder names + file names + separators) exceed the maximum length and not all files can be exported successfully. In such cases, you will be offered two options to download your files:
Download Original: Recommended for Mac or Linux users, as these operating systems support longer file paths. If you select this option, a ZIP file will be downloaded that retains the original file structure and full file names.
This option is not recommended for Windows users, as Windows File Explorer cannot open this Zip file and the system will display a compressed folder error. To solve the problem, Windows users can install the 7-Zip application to extract this zip file.
Download Shortened Paths: Recommended for Windows users, who may face issues with long path lengths. It shortens all file and folder names to effectively mitigate path length issues. You can then cross-reference the shortened names with the full names and paths provided in the Index File (the .xlsx file that is in the downloaded zip file).
Other common errors
Open the Index File (the file that is the .xlsx file type) in the downloaded zip file. You can see the export status of the individual data room files in the "Status" column.
Error - path too long
On certain operating systems like Windows, the total length of the file path (total length of folder names + file names + separators) must not exceed 255 characters. If the limit is exceeded, the file cannot be extracted correctly due to operating system issues.
To fix this error, you must shorten your folder or file names for the affected items in the data room, so that the total length of the file path (including all separators such as slashes) is less than 255 characters.
Error - duplicate file name
The data room folder contains items with the same names. Duplicate file names are not allowed on Windows and Mac operating systems. Therefore, the items with the same name cannot be exported.
To fix this error, you can rename the duplicate items in the data room in order to export all the items. Alternatively, you can delete the duplicate item to eliminate the error.
Error with extra spaces
If a folder contains an extra blank spaces at the end, this can also cause problems when downloading the files. Windows and Mac operating systems cannot create this folder structure.
To fix this error, rename the folder and remove the extra space at the end of the folder name.
Error - File content is empty
This indicates that the specified file was not successfully processed during the file upload process.
To fix this error, delete the file and re-upload it to the data room.
Other errors
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