Fix a failed upload or a stuck case in Medrecords AI
Most problems in Medrecords AI come from 3 causes: a file the app cannot open, a case that waits for you to confirm it, or a case that failed. Each has a fix you can do yourself. This page lists the message you see, what it means and what to do next.
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Quick fixes
| What you see | What it means | What to do |
|---|---|---|
| "PDF is password protected" | The PDF is locked | Remove the password, save a new copy, upload again |
| "PDF file is incomplete or truncated" | The file is damaged | Download it again from the source, then upload |
| "Corrupted PDF file(s) detected" | 1 or more files are damaged | Remove or replace those files before you go on |
| "This ZIP is password-protected" | The ZIP is locked | Unzip it on your computer and add the files |
| A file marked "left out" | The file type is not supported | Save TIFF, GIF or HEIC files as PDF or JPG first |
| Status "Needs confirming" | The case waits for you | Open the case and press Confirm case |
| "This case did not finish processing." | The case failed | Use Retry processing, see below |
The case says "Needs confirming"
This is not an error. The app has read your records and needs you to check the focus and key date. Nothing moves until you confirm. Open the case and press Confirm case. See confirm the case details.
The case failed
You see a banner: "This case did not finish processing."
- Open the case.
- Open the case actions menu.
- Press Retry processing.
The option only shows on a failed case. If the retry fails as well, contact us with the case name. Do not create a second copy of the case, as you would pay for the pages twice.
You started a case by mistake
Right after you start a case, a Cancel processing? box shows for about 1 minute. Press Cancel processing. Every credit for the case comes back to your balance. The case and its files stay, so you can fix them. The case then says "Cancelled before processing." Press Edit and start again when you are ready.
You uploaded the wrong file
You can take a file out of a finished case.
- Open the case and find the file in the files list.
- Press Remove.
- Read the cost in the window, add a reason if you like, and press Remove file.
Removing a file is free while the case is waiting for you to confirm it. It is also free when the narrative does not use that file. In other cases, it can cost credits to update the narrative and reports. The window always shows the cost first. Press Restore to bring the file back, which is free.
If removal stops part way, the file shows a Retry button. Press it.
A file shows "Not read"
DICOM imaging files are stored and you can view them, but the app does not read text from them. They show "Not read". This is normal.
Pages are hard to read
Blurry or crooked scans give weaker text. Rescan at a higher quality if you can. Always check key facts from handwritten pages against the page itself. See check any fact against its source page.
Get help from a person
- Press Ask a question at the top of the app. The help chat answers from our help guides. It cannot see your cases.
- If that does not solve it, press Talk to a person. Add your email and press Send to our team.
You get an email to say we have your message. We usually reply the same day. Leave patient names and details out of your message. You can also use Report a problem in the side menu.
Related help
- Which files can you upload?
- Confirm the case details, key date and focus
- Add records to an existing case
- Read more about OCR in Medrecords AI.
Facts checked against the Medrecords AI app code on 2026-10-24.