Error creating knowledge

Support Help
1

Hi everyone,

I’m currently trying to set up my knowledge base in Retell, but I’m running into an error when uploading a file.

I’ve tried uploading a plain text file named Criminologia.txt, but the system returns the following error message:
“Failed to process the knowledge base: Error creating knowledge base file source: Criminologia.txt”

I have double-checked that it is a standard .txt file. Has anyone else encountered this issue? Are there any specific restrictions regarding file size, encoding (like UTF-8), or special characters in the filename that I should be aware of?

I’ve attached a screenshot of the error for reference. Any help or guidance on how to fix this would be greatly appreciated.

Thanks in advance!

image
image1755×245 14.1 KB

2

Based on the documentation, .txt files are supported formats for knowledge base uploads(1). Each file can be at max 50MB(1)(2), and you can upload at max 25 files per knowledge base(1)(2).

Similar upload errors have been reported by other users(3). Here are some troubleshooting steps:

Try these solutions:

  • Use Chrome browser - Other users found that uploads worked in Chrome but had issues in Safari and other browsers(3)
  • Check file size - Ensure your file is under 50MB(1)(2)
  • Try a smaller test file - One user reported issues even with files under 100KB, but the issue resolved after a day(4)
  • Clear cache and refresh - Standard browser troubleshooting may help(5)

Known issues:

Users have reported temporary platform issues with knowledge base uploads that were later resolved(3)(4). The error you’re seeing (“Error creating knowledge base file source”) has been reported before and was fixed by the Retell team(3).

If the issue persists after trying Chrome and basic troubleshooting, I recommend:

The documentation doesn’t specify encoding requirements or special character restrictions for filenames, but using standard UTF-8 encoding and avoiding special characters in filenames is generally good practice.