Troubleshooting
Troubleshoot processing
Understand what to do when uploaded content does not become ready.
After an upload finishes, CareMap may prepare document pages and AI search, image display copies, or audio and video previews. This processing is separate from the upload itself, and you can usually keep editing while it finishes.
Check the current state
- Confirm that the upload finished and the item appears in the intended workspace. If Uploading is still shown, troubleshoot the upload before processing.
- Read the status beside the file or media. Waiting for a processor, Processing, Retry scheduled, and Recovering interrupted processing are active states. Allow time for CareMap to continue; do not upload a duplicate.
- Refresh or reopen the item if an active status has not changed after a reasonable wait. Processing uses the same workspace content on web, desktop, and mobile.
- When Ready or Ready for AI search appears, preparation is complete.
A Library file can remain available to open or download while optional AI search preparation is still running or has failed. For media, the original may also remain usable when only a display copy, poster, or waveform has failed.
Recover from a failed state
For a Library file, open its actions menu and select Processing Error. Read What went wrong, Failed step, Attempts, Last updated, and any visible processor report. Guide and Course media show the failure reason near the selected file.
Use the explanation to choose the next step:
- For a password-protected or encrypted document, remove the protection and upload the new copy.
- For an unsupported or unreadable document, export a standard PDF or choose a format offered by the upload picker.
- For a timeout or resource failure, try a smaller or simpler copy.
- If CareMap could not retrieve the stored file, upload the original again.
- For failed image, audio, or video processing, choose a replacement file when the authoring screen recommends it.
Only an Owner or someone with Read-write access can replace content. If the message describes an interrupted recovery, a system problem, or no file change you can make, ask a CareMap administrator to review Operations and retry the failed work when that action is supported.
If processing still does not finish
Record the workspace, item name, approximate file type and size, visible status, Last updated time, and exact explanation. Share those details with your administrator or CareMap support. Do not send the file, a temporary link, or private care information through an unapproved support channel.