Overview
When uploading a brand book or other PDF to Brand Vault, you may notice the file picker closes after selecting your file but nothing appears to upload. No error message is shown, and the file never appears in your Brand Vault. This article explains what to do if you encounter this issue.
What to Have Ready Before Escalating
Because the root cause of a silent PDF upload failure can vary, our support team may need to investigate on the backend. To help us resolve this as quickly as possible, please have the following ready when you reach out:
- The name of your Brand Vault or the project it is associated with
- The exact file name and file size of the PDF you are trying to upload
- A description of what happens — for example, whether the file picker closes immediately, whether any partial progress is shown, or whether anything appears briefly before disappearing
- The browser and operating system you are using
- The approximate date and time when the failure occurred
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.