---
title: Troubleshooting Document Anonymizer errors
description: "Fixes for common Document Anonymizer issues: the Anonymiser button won't activate, upload errors, a stuck job, missing results, and download problems."
---

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# Troubleshooting Document Anonymizer errors

## Fixes for common Document Anonymizer issues: the Anonymiser button won't activate, upload errors, a stuck job, missing results, and download problems.

### Why doesn't the "Anonymiser" button activate?

Make sure a .doc or .docx file is properly loaded in the upload area. The button activates only once a valid file is detected. If it remains inactive after uploading a valid file, try clearing your browser cache, using a different file, or refreshing the page.

### I get an error at upload. What does it mean?

- Unsupported format → Only .doc and .docx are accepted. Convert your file and retry.
- File too large → Maximum is 100 MB. Split the document and retry.
- Too many pages → Maximum is 400 pages. Split the document and retry.
- Corrupted file → Re-save or re-export the original document, then upload again.

### The Anonymiser is stuck on "Processing" with no result.

Wait a few minutes, as larger documents take longer. Navigate away and return to the Toolkit tab to check for the result badge. If no result appears after 10 minutes, refresh the page and check the sidebar. If the issue persists, contact support@silex.legal.

### I launched a job but can't find the result.

Check the Toolkit tab in the sidebar — a badge appears when your job is complete. If the badge is absent and significant time has passed, the job may have failed. Contact support@silex.legal if this happens repeatedly with different documents.

### The download didn't work or the file won't open.

Try a different browser or clear your browser cache. If the PDF download fails, try the DOCX option instead. If the problem persists, contact support@silex.legal.

### The Toolkit is not visible in my interface.

Try refreshing the page or changing browser. If the Toolkit tab is still missing, contact support@silex.legal. 

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