Some documents upload successfully to CaseScribe but do not complete AI processing. When users attempt to restart AI processing—either individually or in bulk—the documents remain in one of the following statuses:
Error: AI Process Failed
Documents with Missing Status
This issue most commonly occurs when a document is:
1. Corrupted or Damaged Files
Files was damaged during download from its original source, such as VBMS.
How to Fix the Issue
Follow the steps below to troubleshoot and resolve the problem.
Step 1: Check the Document Outside CaseScribe
Open the document on your local computer using a PDF viewer, such as:
Adobe Acrobat
Preview (Mac)
Chrome or Edge browser
If the document fails to open or displays errors, it is likely corrupted and cannot be processed by CaseScribe.
Step 2: Re-download the Document from the Original Source
Return to VBMS or the original storage location.
Download the document again.
Before uploading, open the file on your computer to confirm it displays correctly.
This step ensures the file is intact before reprocessing.
Step 3: Re-upload the Document to CaseScribe
Once the document opens correctly on your computer:
Upload the file again to CaseScribe.
Allow AI processing to restart automatically.
If the document still fails to process, review the possible causes below.
2. OCR Failed
This status appears when CaseScribe cannot fully convert the document from image to text. Common causes include:
The file exceeds the 500 MB size limit
AI processing exceeded a system time limit
An internal processing error occurred
If OCR fails, the document may remain unprocessed even after restarting AI processing.
Documents with Missing Facts
This category includes documents that appear important but did not return any extracted facts.
The document subtype supports fact extraction, but no facts were detected
The document content is unclear or difficult for AI to read
The document does not actually contain extractable facts
What You Can Do
Option A: Restart AI Processing
Use Restart All to attempt fact extraction again. This may help if the issue was temporary.
Option B: Add Facts Manually
If the document contains important information that was not extracted, you can manually add the relevant facts to the case.
Contact Support
If the document continues to fail after completing all troubleshooting steps, contact CaseScribe Support and include details about the affected document (such as document type, file size, and source).