Hello Rachel,

Is it just a particular file that you cannot upload or is it all files?

If it is a particular file there are a few reasons you might run into this.

If the file is locked then you will see 0% in the progress bar when trying to upload it. A file is locked when it is already opened in a different application. For example, if you open a word document  in Word, Word will lock the file while it is open. If you try to upload it into EPPI-Reviewer you will see 0% progress. The same could happen if you opened a pdf in Adobe Writer. Writer will think you are editing the file and lock it.

If you are seeing some progress in the progress bar but it then stops, it is possible that your connection to our server was temporarily cut. If this is the reason, then trying to upload it a second time should resolve the issue.

If that doesn't work then it is possible that the pdf has some unexpected characters in it. We have come across this in some pdf documents where non-standard characters are used. In this case you could email us the pdf (eppisupport@ioe.ac.uk) and we can have a look at it.

If you are having this issue with all of the pdfs you are trying to upload then we will need to look for other explanations.

Best regards,

Jeff

A short update for everyone's benefit.

This conversation continued via email, and we conducted a quick, non conclusive, analysis of the issue.
We were able to establish that the problem was due to some (still unidentified) factor connected to Rachel's environment: this is because she could replicate the same behaviour with other machines in her office. This makes it clear that the issue is due to some common configuration of all PCs in that office, making the (common) network infrastructure a good candidate.
With some trial and error, Rachel was able to upload documents, even if in a painfully slow manner.

Given the obvious difficulties we have in troubleshoot remote environments, I'd like to point out that we are eager to learn more about it. Please do let us know if, when, and how you experience upload issues. The more information we'll collect, the better. One reason why this is so difficult to troubleshoot is that it is a rare issue: we are unable to replicate it and the vast majof our users do not have any problem with uploads.

Many thanks to all,

Sergio