When extraction misses or misreads information, first determine whether the problem is the file, the instructions, the proposal, or the saved Profile record. Re-running the same ambiguous document without changing anything often produces the same result.
What should I do when the file will not upload?
Confirm the file type and size.
Remove password protection or have the password available for a supported protected PDF.
Reduce the batch to no more than 10 files.
Open the file locally to confirm that it is not corrupted.
Retry the upload with the corrected file.
Check that:
the format is PDF, JPEG, PNG,
.xlsx,.xlsm, CSV, plain text, Markdown, or another supported service type;the file is no larger than 50 MB;
the batch has no more than 10 files;
a protected PDF password is available; and
the file is not corrupted.
Convert Word documents to PDF. Do not rename an unsupported extension without converting the file.
What should I do when extraction cannot read the file?
Try a clearer source:
download the original PDF instead of photographing it;
rescan blurry or cropped pages;
include table headings and owner/date pages;
unlock a protected PDF;
remove blank or unrelated pages; or
reduce a large workbook to the relevant sheets and rows.
Large Excel workbooks can exceed parsing limits even if they upload successfully.
What should I do when the result is incomplete?
Run a narrower extraction with instructions that identify:
the owner;
statement or tax year;
expected record type;
relevant pages or sheets; and
whether an existing record should be updated rather than recreated.
Use several coherent documents together when one file supplies ownership and another supplies detail. Avoid mixing unrelated households or years.
What should I do when the proposal contains a duplicate?
Reject the proposal and update the existing record manually or ask Dora for a corrected proposal. Check Profile before approving any new asset, liability, income, policy, or person.
Re-extracting a stored document can propose information that was already approved. The system still requires advisor duplicate review.
What should I do when one row is wrong but other rows are right?
The current ordinary proposal card approves or rejects the displayed proposal batch. If a material row is wrong, reject the proposal. Ask Dora for a narrower corrected proposal or enter the correct items manually.
Do not approve a known error only because most of the proposal is useful.
What should I do when I approved the wrong value?
Open the source workspace and correct the saved record:
Household for people and entities;
Accounts for assets, liabilities, and holdings;
Cash Flow for income and cash-flow records;
Insurance for policies; and
Changes or Tasks for proposed follow-through.
Rejecting a later proposal does not undo an earlier approval. Check what is currently saved.
What should I do when Upload worked but no proposal appeared?
Confirm that you selected Upload & Extract, not Upload. For a stored file, select it and choose Start Extraction. Then open the related Dora conversation.
If the AI budget is unavailable or blocked, extraction cannot start even though vault-only upload can still succeed. The product can show the applicable budget message.
When to contact Support
Contact Kerdora Support when a supported, readable file repeatedly fails to upload, decrypt, parse, or start a proposal after the checks above.
Include:
client name;
filename and format;
approximate time;
whether you used Upload & Extract or Start Extraction;
the error message;
what information you expected; and
a screenshot of the problem when safe.
Do not send the client's login credentials, institution credentials, or document password. Use the approved secure method if Support needs the source file.