My file upload keeps failing — what now?

The original file goes straight from your computer to storage, so a failed upload is almost always the transfer being interrupted rather than the file being rejected.

Did the connection hold for the whole upload?

The upload has to complete in one go. A laptop that sleeps, a phone that switches from Wi-Fi to mobile data, or a workshop connection that drops for a second will all stop it mid-transfer.

Retry on a stable connection and leave the tab open and awake until the upload reports it has finished.

Am I uploading the right file?

Upload the original read — the file your tool saved when it read the ECU (engine control unit). Two things that are not that file, and get picked by mistake:

• The tool's own project or log file, which is not the read.
• An already-modified file from a previous job.

If the portal warns that the file does not look like the vehicle you selected, take the warning seriously — it compares the file against what it knows about that ECU, and it is usually right.

Is the file coming out of a zip?

Extract it first and upload the file itself. A zip containing the read is not the read, and the supplier receives an archive they have to guess their way into.

The upload finished but the order will not submit

That is a different problem: the file is stored and something else on the form is incomplete. Scroll the form for the field marked as needing attention — usually the vehicle has not been identified, or a required option has not been picked.

Why does it say my file will arrive as “….bin”?

When the file you picked has a name without an extension — or a name longer than 255 characters — the wizard shows an amber notice under the upload area. The notice is advisory only: it never blocks the upload, and the file is stored under exactly the name it has. It tells you what the delivered download will be called — an extension-less name gains ".bin" on download, so a file named "MyRead" arrives as "MyRead.bin" and tuning tools recognise and open it. If that outcome is not what you want, rename the file before uploading; otherwise carry on.

In the rare case a download is refused with "This file's name cannot be produced safely — contact support so the file can be renamed and re-delivered", that message is itself the remedy: retrying will not help. Contact support — they rename the file and deliver it again.

It still fails on a good connection

Try the same file from a different browser. If it fails there too, note the file's name and size and open a support ticket — attach nothing, the file is already in storage and support can find it from the draft order.