# Fix a failed upload or a stuck case in Medrecords AI > What to do in Medrecords AI when a file will not upload, a case fails, a case waits for you, or you uploaded the wrong file. Canonical page: https://medrecords.ai/help/tasks/troubleshooting/ --- New — **Missing Records Detection:** flags every visit, provider, and date missing from the file. [See how →](https://medrecords.ai/product/missing-records-identification/) [Home](https://medrecords.ai/) ›[Help](https://medrecords.ai/help/) › — Fix a failed upload or a stuck case in Medrecords AI MEDRECORDS AI HELP ## 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. Last checked 2026-10-24 — ·Written by Ahmed Jemaa **Help center contents26 articles** Start here - [Choose the right case type](https://medrecords.ai/help/tasks/choose-case-type/) - [Which files can you upload?](https://medrecords.ai/help/tasks/file-types-limits/) - [Confirm the case details, key date and focus](https://medrecords.ai/help/tasks/confirm-case/) - [Fix a failed upload or a stuck case](https://medrecords.ai/help/tasks/troubleshooting/) Work with the records - [Read the medical chronology](https://medrecords.ai/help/tasks/chronology/) - [Check any fact against its source page](https://medrecords.ai/help/tasks/verify-source/) - [Search your records with exact text or keywords](https://medrecords.ai/help/tasks/search/) - [Filter and group the documents index](https://medrecords.ai/help/tasks/documents-index/) - [Add flags, highlights and notes to records](https://medrecords.ai/help/tasks/annotations/) - [How duplicate pages are found and removed](https://medrecords.ai/help/tasks/deduplication/) - [Work through the missing records list](https://medrecords.ai/help/tasks/missing-records/) - [Add records to an existing case](https://medrecords.ai/help/tasks/add-records-later/) Write and share - [Edit the chronological narrative](https://medrecords.ai/help/tasks/narrative/) - [Create a report in Report Studio](https://medrecords.ai/help/tasks/report-studio/) - [Set up report templates](https://medrecords.ai/help/tasks/templates/) - [Export your work](https://medrecords.ai/help/tasks/export/) Account and trust - [Set your role](https://medrecords.ai/help/tasks/roles/) - [Is Medrecords AI HIPAA compliant, and who can see my cases?](https://medrecords.ai/help/tasks/security-hipaa/) - [How accurate is Medrecords AI, and what are its limits?](https://medrecords.ai/help/tasks/accuracy-limits/) - [Glossary of terms](https://medrecords.ai/help/glossary/) Case type playbooks - [Work a birth injury case](https://medrecords.ai/help/case-types/birth-injury/) - [Work a nursing home neglect case](https://medrecords.ai/help/case-types/nursing-home/) - [Work a VA disability case](https://medrecords.ai/help/case-types/va-disability/) - [Work a mass tort case](https://medrecords.ai/help/case-types/mass-tort/) - [Work a medical malpractice case](https://medrecords.ai/help/case-types/medical-malpractice/) - [Work a personal injury or car crash case](https://medrecords.ai/help/case-types/personal-injury/) [See every topic on the help center home](https://medrecords.ai/help/) ### 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](https://medrecords.ai/help/tasks/confirm-case/). ### The case failed You see a banner: "This case did not finish processing." 1. Open the case. 2. Open the case actions menu. 3. 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. 1. Open the case and find the file in the files list. 2. Press **Remove** . 3. 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](https://medrecords.ai/help/tasks/verify-source/). ### Get help from a person 1. Press **Ask a question** at the top of the app. The help chat answers from our help guides. It cannot see your cases. 2. 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?](https://medrecords.ai/help/tasks/file-types-limits/) - [Confirm the case details, key date and focus](https://medrecords.ai/help/tasks/confirm-case/) - [Add records to an existing case](https://medrecords.ai/help/tasks/add-records-later/) - Read more about [OCR in Medrecords AI](https://medrecords.ai/product/ocr/). Facts checked against the Medrecords AI app code on 2026-10-24. ### Try it on a real file Upload a case and see the page count and cost before you confirm. [Book a demo](https://medrecords.ai/demo/)