Issue Uploading Document File to the AI Knowledge Tool

Hello, I am experiencing a recurring issue while trying to upload a Document file to your AI system under the Add Knowledge section. Each time I select the file, the system starts processing and remains in the Processing state for nearly ten minutes, after which the file status changes to Error. I have deleted the file and attempted to upload it multiple times, but the same issue continues to occur. I have attached screenshots showing the exact issue as it appears in the system. I would appreciate your support in identifying the cause of this problem and advising if there are any specific requirements or guidelines that must be followed when uploading such files (regarding format, size, or content). Thank you for your support, and I look forward to your guidance.