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Most file issues fall into one of these categories: upload errors, unsupported formats, analysis not triggering, or media quality affecting output. Find your issue below.
File uploads fail when the file exceeds the size limit for your plan.Size limits by plan:
File TypeFree PlanPro+
Most files50 MB max50 MB max
Video files50 MB max200 MB max
If your file is too large, try:
  • Compress the PDF — use Smallpdf, Adobe Acrobat, or macOS Preview (File → Export as PDF → Reduce File Size)
  • Split a large document — divide a lengthy PDF into chapters or sections and upload the relevant portion
  • Reduce video resolution — use Handbrake or any video editor to export at a lower bitrate; 720p is usually sufficient for analysis
  • Trim the video — cut to the relevant segment rather than uploading the full recording
For large CSV or data files, consider exporting a subset of the rows or columns relevant to your question.
ZeroTwo enforces a 60-second upload timeout. Slow network connections can cause large files to fail before the upload completes.What to try:
  • Check your internet connection speed — uploads require consistent upload bandwidth
  • Switch to a faster connection: WiFi instead of mobile data, or wired Ethernet instead of WiFi
  • Reduce the file size (compress or trim) so it uploads within the timeout window
  • Try again — occasional transient network errors can cause one-off failures
If you are on mobile and experiencing consistent timeouts, switch to a desktop browser on a stable connection.
If ZeroTwo shows an error that your file type is not supported:
  1. Check the supported formats list — see Supported File Types for the complete list of accepted extensions.
  2. Convert to a supported format:
    • Unusual document formats → export as PDF
    • Proprietary design files (.psd, .fig, .sketch) → export as PNG or JPG for image analysis
    • Rare video codecs → re-encode as MP4 using Handbrake
    • Apple HEIC photos → convert to JPG (macOS Photos → Export → JPG)
    • Binary data files → export as CSV or JSON if possible
  3. Check the file extension — occasionally a file’s extension does not match its actual format. Rename with the correct extension if needed.
When in doubt, PDF is the most universally accepted document format. Almost any document can be exported or printed to PDF from any application.
If the file uploaded successfully but ZeroTwo’s response seems to ignore it, the issue is almost always a missing or ambiguous prompt.Add an explicit instruction. ZeroTwo needs a message to act on the file. Without a directive, it may acknowledge the file was attached but not analyze it. Use specific prompts:
File TypeEffective Prompt
PDF report”Summarize the key findings from this report.”
Code file”Review this Python file for bugs and explain what each function does.”
CSV data”What are the top 5 products by sales in this dataset?”
Audio file”Transcribe this recording and pull out any action items with owners.”
Image”Extract all text visible in this screenshot.”
Video”Describe what happens in this video, step by step.”
If you sent a message and the file was still ignored:
  • Verify the file attachment preview appeared before sending (previews show above the input field)
  • Confirm the file was not accidentally removed before sending (clicking the X on a preview removes it)
  • Try re-attaching and re-sending with a clear, specific instruction
If vision analysis of an image is inaccurate, vague, or missing details:
  • Resolution: Very small or low-resolution images limit what the vision model can detect. Use images of at least 800×600 pixels for best results.
  • Large images: Very large images may be compressed before analysis. If you only need a specific area, crop to that region before uploading.
  • Text extraction (OCR): For reading text from screenshots, ensure the text is sharp and high-contrast. Blurry text or light gray on white is harder to extract accurately.
  • Be specific in your prompt: “What does the error message in the top-right corner say?” produces better results than “What’s in this image?”
  • Animated GIFs: Only the first frame is analyzed — the animation is not processed.
Transcription accuracy depends heavily on audio quality. Whisper performs well on clear, single-speaker recordings in common languages. Accuracy decreases with:
  • Background noise: Street noise, HVAC hum, keyboard sounds, and crowd noise reduce accuracy. Use a quiet recording environment or a noise-canceling microphone.
  • Multiple simultaneous speakers: Overlapping speech is difficult to transcribe accurately. Request “best-effort transcription” and review manually.
  • Non-English languages: Whisper supports many languages but accuracy varies by language. Specify the language explicitly: “Transcribe this audio — the speaker is speaking in Portuguese.” This improves accuracy significantly.
  • Heavy accents or regional dialects: Transcription may miss some words. Ask ZeroTwo to “clean up unclear sections” after transcribing.
  • Very fast speech: Extremely rapid speech can cause word drops. If possible, re-record at a normal pace.
  • Low-quality source audio: Very low-bitrate MP3s (below 64 kbps) can cause transcription errors. Use higher-quality source recordings when available.
ZeroTwo analyzes video by sampling frames at intervals — it does not process every single frame. This means:
  • Fast-moving content between sampled frames may be missed
  • Brief on-screen text that appears for only a second may not be captured
  • Audio from videos is not automatically transcribed (upload the audio track separately for Whisper transcription)
How to get better video analysis:
  • Reference specific timestamps: “At around the 2:30 mark, what is shown on screen?”
  • For detailed analysis of a specific clip, trim the video to that segment and upload it separately
  • For videos with important spoken content, extract the audio track and upload it separately for full Whisper transcription
  • Be specific in your prompt: “What products are displayed in the first 30 seconds of this video?” is better than “Describe this video.”
If a file you uploaded is not appearing in the library at /files:
  1. Use the search bar — type part of the filename in the search field. Search is partial-match and case-insensitive.
  2. Check active filters — if a type filter is active, it may be hiding your file. Clear all filters and search again.
  3. Check the correct account — files are per-account. If you have multiple ZeroTwo accounts, confirm you are logged into the one where you uploaded the file.
  4. Check project scope — if you uploaded the file inside a project, it appears in that project’s Files tab. Open the project and check its Files tab, or look in the main library for a file tagged with the project name.
  5. Wait and refresh — if you just uploaded the file, wait a moment and refresh the page. The library syncs after a short delay.
If the file is genuinely missing and you did not delete it, contact ZeroTwo support.
This is expected behavior. Deleting a file removes it from your Files Library and from future access — but it does not erase the AI analysis already performed in past chat messages.
  • Chat messages that referenced the deleted file still show ZeroTwo’s responses
  • The raw file attachment link will no longer resolve (you cannot re-download it)
  • The text of all AI responses remains fully accessible in chat history
If you want the chat discussion also removed, delete the individual chat messages or the entire chat from the chat history.

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Getting More Help

If your issue is not covered here:

Supported File Types

Every format ZeroTwo accepts and how it is processed.

Upload Files

How to attach files and write effective file prompts.

Files Library

Search, filter, re-attach, and manage your uploads.

Retention and Storage

How files are stored, how long they persist, and how to delete them.