Send us a schedule file that will not open

When a schedule file does not open, the screen says why, in plain words. For a file that the converter refused or gave up on, it also offers Send us this file: one button that sends the file to Onplana support, so we can see what went wrong and fix the reader. You do not need an account for it in Onplana Schedule.

It is offered in two places:

• Onplana Schedule on Windows and Mac, on the screen that says the file could not be opened.
• The Onplana import wizard in the web app, where a file that could not be read shows its name and the reason. See Import from Microsoft Project.

Send the file

1. Open the file as usual. When it fails, the screen reads … could not be opened in Onplana Schedule, or … could not be imported in the import wizard, with the reason under it.

2. Read the sentence above the button. It says the file goes to Onplana support and is used only to fix the problem. It is deleted within 3 days, and removed from backups 7 days after that.

3. Press Send us this file. When it has gone, the screen thanks you and says support will look at why the file did not open.

Nothing is sent until you press the button. Pressing Back or Open another file sends nothing.

What is sent, and what is kept

• The file and the reason it failed. That is the file’s contents, the short error code the reader gave, its extension and its size. The file’s name is never sent.
• Only Onplana support can open it. It is not added to your workspace, and it is used only to fix the problem.
• Deleted within 3 days, and removed from backups 7 days after that. The store the file goes to deletes it by itself. The privacy policy states the same.
• The same file sent twice is kept once.

Limits

• 50 MB a file. A larger file is refused, and the app says so.
• 3 files a day from one copy of Onplana Schedule, or from one person in the web app. Past that, the screen says too many files were sent today and to try again tomorrow. Onplana also caps how many files it takes in a day in all, so on a rare day the same message can come sooner.

When the button is not shown

The reason still shows, and the button does not, when:

• The failure is not about the file. A file over the size or task limit, a rate limit, a service that is paused, or no connection: sending the file would not explain these, so the screen says what to do instead.
• Sending is switched off on Onplana’s side. The screen then shows only the reason, and a send already started says sending files is not available right now.
• You are on another Onplana app. The phone and tablet app and the free online viewer do not offer the button yet.

No button, and the file still needs looking at?

Email the file to support@onplana.com with the reason the screen showed. In Onplana Schedule, Settings and about also has Send feedback; see Settings, feedback and shortcuts.

Frequently asked questions

Does sending the file fix it? Not at once. Support uses the file to find why the reader refused it, and the fix arrives in a later version of the app or the import.

Do I need to be signed in? Not in Onplana Schedule. In the web app you are signed in already, since the import wizard is part of it.