Check the current supported file types: use the Supported File Types article as the source for file-family support. If a format is not listed there, convert it to a listed format before retrying.

Confirm the surface: upload behavior can differ between Chat, Workflow inputs, Agents, Apps, generated files, exports, email attachments, and support-chat attachments.

Check the action: uploading, parsing, generating, exporting, downloading, and attaching to a support conversation are different actions.

Separate source files from generated files: uploaded files are inputs for Hatz to read; generated files are outputs Hatz creates. Their limits, retention, and recovery paths can differ.

Remove unnecessary sensitive data: share metadata, screenshots, and error text first. Do not send raw sensitive files to Support unless Hatz specifically asks for them through an approved path.

Upload is blocked: the file type, size, count, browser state, permissions, or product surface may not support that upload path.

File was accepted but not read correctly: the file may contain images, scans, macros, tables, formatting, protected content, or content that needs conversion before analysis.

Generated file is missing: the run may have completed text output but failed while creating, saving, or linking the generated file. If the message says the generated-file count was exceeded, see Generated files could not be saved.

Download link fails: the file may still be processing, the link may have expired, the export may have failed, or browser/network settings may be blocking the download.

Email or chat attachment is not reflected in output: attachments sent through a support channel are not always the same as product inputs to a workflow, agent, or chat run.

Convert unsupported or unusual formats to a documented supported format when possible.

Use a smaller test file if the original file is large or contains many pages, sheets, images, or embedded objects.

For scanned PDFs or image-heavy files, confirm the text is selectable or provide a text-based version if available.

For spreadsheets, simplify hidden sheets, macros, external links, and complex formatting before retrying.

Retry once in the same surface and once in a clean browser session before treating it as a product defect.

Workspace or tenant.

Product surface: Chat, Workflow, Agent, App, API, generated file, export, support chat, or email.

File family and extension, such as PDF, DOCX, XLSX, CSV, PNG, ZIP, or another format.

Approximate file size bucket, such as small, medium, large, or larger than the published limit, if known.

Action attempted: upload, parse, generate, export, download, attach, or open.

Time and timezone.

Expected output and actual result.

Displayed error, screenshot, generated-file panel, workflow run link, item URL, or export/download state, with secrets and unnecessary customer data removed.

Whether the issue repeats with the same file and whether a smaller or converted file works.

A file type listed as supported fails reproducibly after reasonable retry and conversion checks.

A generated file or export repeatedly fails for multiple users, tenants, runs, or browsers.

The UI shows a failure state, missing file, expired link, or download problem without enough information for the customer to recover.

You have the file family, sanitized size bucket, surface, timestamp, error, and reproduction path needed for Support to route the issue.

A support-chat or email attachment is not always the same as a product input to a workflow, agent, or chat run.

A generated file may not always be recoverable after a link expires or a generation step fails.

Exact limits, retry behavior, artifact lifetime, generated-file retention, and parser behavior can vary by surface and file type. Use the current supported-file-types article and in-product error messages as the source of truth.