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Analysis failure playbook
Common analysis failure reasons, what they mean, and the safest next action.
Map the failure reason to the next action
unsupported_file: upload a PDF, DOCX, XLSX, or zip containing those files. If the buyer sent a legacy or unusual format, export it to PDF/DOCX before retrying.
needs_ocr: the pack is scanned or image-only. Run OCR, ask the buyer for a text-readable copy, or upload the original DOCX/XLSX schedules.
text_extraction_failed: the file opened but text extraction did not produce enough readable content. Check for password protection, broken exports, or a PDF made from images.
temporary: retry once from the analysis page. If the same account and pack fail again, contact support with the analysis id and use the support diagnostics bundle.
What support needs
Do not paste tender text into the support form. Export support diagnostics from the analysis page, include the account email, analysis id, file type, and whether the buyer can provide a text-readable version.
The playbook is operational guidance, not a promise that every pack can be recovered automatically.
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