HomeKurzweil 3000Kurzweil 3000 Web License + fireflyError: Cannot access an uploaded file via firefly

2.1. Error: Cannot access an uploaded file via firefly

Issue:

You receive the error "The file has no pages that firefly can currently display." or "Please try again. The file is still loading" when attempting to open a file through the firefly website or iPad application

Examples:

No pages to display

Please try again

Solution:

This first error can be received when you are attempting to open a file type that is not currently supported; you may also see it if the file is supported but still processing.  The currently supported file types are linked below. If you are using a supported file type and are getting either of these errors; please wait 5-20min before attempting to access the file again.

Supported File Types


Note: firefly is an evolving system and the supported file types may be expanded in the future.

You may be able to use the KESI Virtual Printer for Windows to convert unsupported formats into supported formats. For Mac, you would "print" the file you are interested in to a .pdf, and then upload the .pdf.  Further instructions on the use of the KESI Virtual Printer can be found here: Virtual Printer Information & Troubleshooting

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