---
title: Troubleshoot documents that aren’t processing in a CFT drop folder
description: Check drop folder enablement, processing status, and diagnostics when files aren’t becoming fax submissions.
---
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# Troubleshoot documents that aren’t processing in a CFT drop folder
## Check drop folder enablement, processing status, and diagnostics when files aren’t becoming fax submissions.
A **drop folder** is a folder CloudFax Toolkit (CFT) monitors for documents to turn into outgoing faxes.
If files stay in the folder or don’t become fax submissions, ask your IT team to check:
1. **The CFT service:** Confirm that the Windows service is running.
2. **Both enablement settings:** The individual drop folder must be enabled, and the **Drop Folders** module must be enabled under **General**.
3. **The folder path:** Confirm that the configured path matches the folder being used and is accessible to the CFT service account.
4. **Recent changes:** Changes to either enablement setting require a CFT service restart.
5. **The processing folders:** Check whether the file moved to **Temp**, **Success**, or **Fail**.
A file in **Fail** couldn’t be interpreted using the configured rules. A filename that doesn’t match the expected format is one possible cause.
**Success means the file was processed successfully—it does not confirm fax delivery.** Check the resulting fax’s status before submitting the document again.
## If the issue continues
1. Open CFT and select **Diagnostics**.
2. Choose a date range that includes the problem and your most recent test.
3. Generate and save the diagnostics ZIP.
Attach it to your current support conversation or email [support@westfax.com](mailto:support@westfax.com). Include the affected folder, the test time and time zone, where the file ended up, and any recent configuration changes. We’re happy to help you work through the next step.
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