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FAQ
What should I do if my file upload fails?
Find the answer to your question below, along with related resources.
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Answer
If you experience issues uploading your DNA file, try these troubleshooting steps:
Common Solutions:
- Check File Format:
- Ensure it's a valid RAW DNA file (TXT or ZIP)
- Verify it's downloaded directly from your testing company
- Make sure the file hasn't been edited or modified
- Check File Size:
- Typical range: 5MB - 50MB
- Very large files might time out
- For files over 100MB, use appropriate conversion service
- Browser Issues:
- Try a different web browser (Chrome, Firefox, Edge)
- Clear browser cache and cookies
- Disable browser extensions temporarily
- Ensure JavaScript is enabled
- Connection Problems:
- Check your internet connection stability
- Try uploading during off-peak hours
- Avoid uploading on slow/unstable connections
- File Corruption:
- Re-download the file from your testing company
- Verify the file opens correctly in a text editor
- Check if the ZIP file extracts properly
Still Having Issues?
If the problem persists:
- Take a screenshot of any error messages
- Note your file size and testing company
- Contact our support team with these details
- Try uploading from a different device
Our support team typically responds within 24 hours and can help diagnose upload issues.
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