Troubleshooting
Uploads and downloads
An upload that fails part way, a file refused as too large, the monthly upload cap, a download that stops, and a link that will not open.
On this page
Uploads and downloads go straight between your browser and storage, so when one fails the cause is usually your connection, your tab, or a plan limit that was checked before any bytes moved. The message tells you which, and the four sections below cover all of them.
Limits are checked first
Largest file, file count, batch size, uploads this hour, volume this month, storage left. A refusal here costs you nothing.
Your browser sends the bytes
Four files at a time, straight to storage. A failure here is retried.
The file is registered
It appears in the folder and is scanned in the background.
An upload that stops part way#
A file that fails mid-transfer is retried automatically, up to three attempts in total, and the row says "Retrying" while that happens. A file that has made no progress for fifteen minutes is given up on. A retry restarts that file rather than resuming it, so on a bad line it is worth sending large files one at a time, plugging the laptop in and stopping it sleeping.
- "The connection dropped before the file finished uploading." The tab was closed, the network went, or the machine slept. Nothing is wrong on our side. Start it again.
- "Storage is not responding right now." Storage refused or timed out. Retrying genuinely helps here: wait a moment and go again.
- "Something went wrong while saving this file." The bytes arrived but registering the file failed. The upload was cleaned up, so try once more, and tell us if it repeats on the same file.
Which limit did I hit#
| Plan | Largest single file | Files per upload | Size per upload | Uploads per hour | Uploaded per month |
|---|---|---|---|---|---|
| Free | 500 MB | 500 | 10 GB | 10 | 15 GB |
| Starter | 5 GB | 2,500 | 50 GB | 30 | 300 GB |
| Creator | 15 GB | 5,000 | 150 GB | 60 | 800 GB |
| Pro | 25 GB | 10,000 | 500 GB | 120 | 2 TB |
| Max | 100 GB | 20,000 | 750 GB | 150 | 3 TB |
| Business | 200 GB | 50,000 | 2,000 GB | 500 | 10 TB |
One drag is one upload, however many files it contains. Every limit here comes from the plan of the person who owns the workspace, not from yours, so uploading into a colleague's workspace uses their ceiling.
The message names the limit and the number. "Monthly upload limit reached" is the one people are surprised by: it counts every gigabyte sent to us in a calendar month, and deleting a file afterwards does not hand the allowance back, because storing a byte costs money the moment it arrives. It resets at the start of the next month, and auto-extend lifts it along with your storage. "Storage full" is a different number entirely, and is fixed by emptying the trash, deleting something, or adding space in Storage and auto-extend.
A download that stops#
A single file downloads directly from storage and behaves like any other download. A folder, or any selection of more than one thing, is packed into a zip that is built while it downloads, which is why it starts instantly and costs no storage. The trade is that there is no resume and no percentage: the final size is not known when it starts, so the browser counts bytes instead of drawing a bar, and the connection has to hold from beginning to end.
- If the zip stopped halfway, start it again. For very large sets, two or three separate folder downloads are more reliable than one enormous archive.
- A prepared zip download stays valid for fifteen minutes. If it sat queued in your browser longer than that, start it again from Nemi rather than retrying the old one.
- A single file that cannot be read is replaced inside the archive by a small entry naming it, so one bad file never costs you the rest of the download.
- Stop the machine sleeping. A laptop that sleeps mid-zip loses the whole download.
A link the recipient cannot open#
| What they see | What happened |
|---|---|
| This link has expired and is no longer available. | It passed its expiry date. |
| This link is no longer active. | You revoked it, or it was deleted. |
| This link has reached its download limit and is no longer available. | The download limit you set was used up. |
| This link has vanished. It was set to open once, and it has already been opened. | A single-use link that somebody, possibly a mail scanner, already opened. |
| This link is protected | It has a password, which only you can give them. |
Your files are untouched in every one of those cases: only the link stopped working, and making a new one takes a second. For 30 days after it expires a link can also be recovered rather than replaced, which puts the same link back online for 24 hours. Recovery needs Creator or above. More in Managing your links.
The upload says the file is too large, but it is smaller than my plan allows.
You are uploading into somebody else's workspace. Limits follow the workspace owner.
The file uploaded but I cannot share it yet.
It is still being scanned. The badge clears itself without a refresh, and you can move and rename the file in the meantime.
My upload is slower than my connection should be.
Four files upload at a time and share the line. A single very large file on its own is usually the fastest way to move one thing.
Related
Still stuck? Email support@nemilab.com and tell us what you were trying to do.