File uploads or downloads that fail in Keelvar are most often caused by an out-of-date bid sheet file, edits to system-generated fields, an unsupported browser, or a corporate firewall blocking the transfer. This guide lists the checks to perform in order, from quickest to most involved, and explains what information to include when contacting Keelvar Support.
This article explains how to resolve problems when a file cannot be uploaded to Keelvar or a Keelvar-generated file cannot be downloaded.
Quick checks before anything else
- Use a supported browser — Google Chrome or Mozilla Firefox are recommended. Retry the upload or download in one of these browsers
- Try a private or incognito window — this rules out problems caused by stored cookies or cached data. Alternatively, clear the browser cache and cookies, then log in again
- Check the file size and format — bid sheets must be uploaded in the Excel format provided by the platform, not converted to another format
Upload fails with a design or version error
When uploading a bid sheet, the file must be the latest version generated by the platform. Two common error messages indicate a version problem:
- "The uploaded spreadsheet does not match the current event design" — the file being uploaded was generated before the event design changed. Download the current version of the design spreadsheet from the Overview tab and re-enter the data in that file
- "The system cannot recognise the bid sheet as it is either out of date or has been altered in an unsupported manner" — the file structure was changed after download. Download a fresh copy and only fill in the designated editable cells
Note: Do not add or edit values in any dark blue fields in the Excel file. These fields are system-generated and used by the platform to process the file correctly. Editing or removing them causes upload errors or data mismatches.
Download starts but no file arrives
When a download link is selected and nothing is saved to the device, the company network is usually blocking or redirecting the transfer. This is common on corporate networks with strict firewall policies and typically affects Keelvar-generated files (such as bid sheets) while regular attached documents still download normally.
To confirm the network is the cause:
- Retry the download on a different network, for example a mobile hotspot or home connection
- If the download succeeds on the other network, the corporate firewall is blocking the transfer
When the firewall is confirmed as the cause, ask the company IT team to allow traffic to the Keelvar platform domains. Keelvar Support can provide the technical details the IT team needs.
Contact Keelvar Support
If the checks above do not resolve the problem, contact support@keelvar.com. Include the following details to speed up the resolution:
- The event name and the file being uploaded or downloaded
- The exact error message, or a screenshot of the failure
- The browser and version in use
- Whether the file transfer was retried on a different network, and the result
For guidance on writing an effective support request, see Best practices while raising a Support ticket.