---
title: "Troubleshooting drive issues"
slug: "troubleshooting-drive-issues"
updated: 2026-06-03T09:34:28Z
published: 2026-06-03T09:34:28Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.document360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting drive issues

## Folder file limit reached

**Error:** This folder has reached its maximum file limit. Please upload your file(s) to another folder.

This error occurs when a folder exceeds the **5,000-file limit** in Document360 Drive. This includes:

- Files are uploaded directly into a folder.
- Images are copied and pasted into the article editor and automatically saved in the default folder by the Set default folder.
- Images from imported **Docx files** are stored in the **default folder** on the drive.

**Steps to resolve:**

- Upload new files to a **different folder** or change the default folder on the drive.
- Remove **unused files** from the current folder to free up space.
- If the issue persists, **clear the browser cache** and try again.

![Folder storage limit reached notification in Document360 interface with file list displayed.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/image-1776402604824.png)

---

## Resolving "File type not allowed" or "Invalid file type" errors when uploading files

**Error**: 'File type not allowed' or 'Invalid file type'

The "**File type not allowed**" and "**Invalid file type**" errors occur when uploading a file that is restricted by the system's file type settings. This can happen if specific file formats are blocked or if special characters are present in the file name.

![File upload interface showing folder selection and error message for invalid file type.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/10_Screenshot-Troubleshooting_File_type_not_allowed_error.png)

**Steps to resolve:**

To check and adjust the allowed file formats, follow these steps:

1. Navigate to **Settings**(**) in the left navigation bar in the **Knowledge base portal**.
2. In the left navigation pane, navigate to **Knowledge base portal** > **General** > **Drive settings**.

By default, the **Allow all media formats** is selected.
3. If this option is enabled, try re-uploading your files or images.
4. If specific file formats are selected to restrict, you must remove these restrictions to upload your desired files.
5. Once done, click **Save**.****

> [!NOTE]
> ** NOTE
> 
> - Ensure that file names in uploaded files do not include the characters **+**, **%**, **#**, or **=**."

![Settings page showing options for media formats and project analytics configuration.](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/allows media fromat.png)

---

### Resolving file replacement error

**Error**: You can’t replace files with a different file type.

This error occurs when you try to replace a file with another file of a different type, which is not allowed. For instance, if you are trying to replace a jpg file with a pdf file, you might encounter this error.

**Steps to resolve**:

1. **Verify file types:**
  1. Navigate to **Drive (**)** in the left navigation bar in the **Knowledge base portal**.
  2. Click the **More**(**) icon to view the file details and click **Replace.**
  3. Ensure the selected and destination files are of the same type.

1. **Clear your browser cache:**
  1. After confirming the file types, clear your browser cache and try again.
  2. Use the steps below based on your browser:
    - Google Chrome: Click on **Menu** (**) > **Settings** > **Privacy and security**> **Clear browsing data**.
    - Mozilla Firefox: Click on **Menu** (**) > **Settings**> **Privacy & Security** > **Clear Data**.
    - Microsoft Edge: Click on **Menu** (**) > **Settings** > **Privacy, search, and services** > **Choose what to clear**.
    - Safari (Mac): Go to **Safari**> **Preferences**> **Privacy**> **Manage Website Data** > **Remove All**.
    - Safari (iPhone/iPad): **Settings**> **Safari** > **Clear History and Website Data**.
    - Opera: **Menu**> **Settings**> **Advanced**> **Privacy & Security** > **Clear browsing data**.

> [!NOTE]
> ** NOTE
> 
> It may take some time for the updated settings to take effect.

1. **Test in different environments:**
  1. Open the file replacement workflow in an incognito panel.
  2. Try the process in different browsers to confirm the issue is resolved.

1. If the issue persists after following these steps, please contact the Document360 support team for further assistance: [Contact Document360 Support](https://document360.com/support/)

Provide the following details:
  - Screenshots of the error message.
  - Details of the affected files.
  - A HAR file for further analysis.