Issue
Some documents upload successfully to CaseScribe but are not processed. When users attempt to restart AI processing individually or in bulk, the documents remain in the "Needs Review" status.
When hovering over the "Needs Review" label, the system displays the message:
"System Error. Please contact Administrator."
Additionally, users may be unable to open the affected document within CaseScribe.
Possible Cause
This issue often occurs when the document is corrupted or damaged during the download process from its original source (e.g., VBMS).
How to Fix
Follow these steps to troubleshoot and resolve the issue:
1. Check the Document Outside CaseScribe
Open the document on your local computer using a PDF viewer (e.g., Adobe Acrobat, Preview on Mac, or Chrome/Edge browser).
If the document fails to open, it is likely corrupted.
2. Re-download the Document from the Original Source
Go back to VBMS or the original storage location.
Download the document again.
Before uploading, open the file on your computer to ensure it displays correctly.
3. Re-upload the Document to CaseScribe
Once verified, upload the document again to CaseScribe.
If the issue persists, proceed to the next step.
Need More Help?
If re-downloading and re-uploading the document does not resolve the issue, contact CaseScribe Support for further troubleshooting.