File Upload tool AI agent not extracting

HarshitaN
Tera Contributor

‎11-17-2025 07:50 AM

Hello, 

I am using the AI agent tool - File Upload to gather the information from the document. For some reason, it is not extracting the file(PDF) data even though its size is 2.4KB. 
Its status has been shown as "Extracting Data" for a very long time now.

What could be the behaviour of this reason, and how can I resolve this?
I have also tried to update all the now assist plugins, but still no help.

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3 REPLIES 3

warren_chan
ServiceNow Employee

‎11-20-2025 05:31 PM

 Hi Harshita,

 

You are likely encountering known issue PRB1956857. We should have a fix out for this in the Now Assist AI Agents 6.0.0 build (release date of 4-Dec along with Zurich Patch 4). If you open a Support ticket, they may be able to get you a workaround sooner.

 

Warren

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Ashwin27
Tera Contributor

2 weeks ago

Hi, did u get any resolution to it, i am facing same issue.

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HarshitaN
Tera Contributor
In response to Ashwin27

2 weeks ago

Hello, 
I have switched to the RAG tool. This issue might be resolved by opening a support ticket.

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