Improve Word document import handling in private-hosted projects
V
Vijay Sakthivel
In private-hosted Document360 projects, importing certain Word documents can fail with errors such as “Operation Failed” or “Something went wrong, please try again later”, even when the same document imports successfully in SaaS environments or older platform versions.
Analysis showed that in some cases, the Word import process takes longer than expected in private-hosted environments, leading to request timeouts (for example, 504 Gateway Timeout) before the import completes. This causes the import to fail or remain stuck in an “In progress” state.
Although an immediate mitigation has been applied to allow more processing time and unblock imports, Improving the robustness of the Word import mechanism, especially for private hosting, would help prevent timeouts, improve reliability, and ensure consistent behavior across environments.
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K
Kavya
Hi Numerous Ox ,Vijay Sakthivel,
Thank you for sharing this scenario.
To better understand the issue and evaluate possible improvements, could you please help clarify a few points?
What is the approximate size of the Word document being imported (file size in MB and number of pages)?
Does the document contain large images, tables, or embedded objects that may increase processing time?
Is the issue occurring consistently with specific documents, or intermittently across different files?
What is the infrastructure setup for the private-hosted environment (for example, resource limits, gateway timeout configuration)?
Do you observe the import getting stuck in “In progress” even after the backend processing has completed?
Could you share a sample document (if possible) that reproduces the issue?
These details will help us determine whether the behavior is related to document complexity, infrastructure timeout configuration, or import processing limits and guide the next steps for improvement.
V
Vijay Sakthivel
Raised on behalf of Numerous Ox