Troubleshooting
Profile Document upload and search problems
Recover from failed profile uploads, storage notices, unavailable previews, and delayed Agent search.
Start from the affected person's Documents tab. Uploading a file, viewing it, preparing it for Agent search, and comparing revisions are separate operations. A saved file can remain readable while search or comparison is unavailable.
The upload failed
Keep the upload dialog open: the file and label remain selected for retry. Check your connection, current Profile Documents write access, and that the file is nonempty and no larger than 50 MB. Retry after fixing the reported issue.
If the preset already exists, Confirm replacement is required before the new file becomes current. If a preset is absent from the choices, an administrator may have deactivated it. Existing items remain available.
If CareMap says the profile needs an active personal workspace, ask an authorized administrator to finish its setup before uploading.
Storage is full or not configured
Profile Documents use the profile owner's personal storage, even when Staff or a contact uploads them. Switching to an organization workspace does not change who supplies this capacity.
- For your own profile, review Settings > Account > Usage and your allowance in Plans & billing. Retry after capacity is available.
- For another person's profile, ask that owner or their authorized administrator to review their personal allowance. Copy capacity request copies a message you can share; it does not send anything automatically.
A capacity failure keeps the file and label selected and does not replace the existing revision.
The file does not appear in Agent answers
Read the status beside the saved file:
| Status | What to do |
|---|---|
| Preparing for Agent search | Read the progress message. Queued or active processing may need more time. If setup has not started and Recheck Agent search appears, select it. |
| Agent search unavailable | If Retry appears, an authorized writer can queue another attempt. |
| Not searchable by the Agent | The file format may not support search, or indexing may be disabled. You can still view or download the file. |
| Searchable by the Agent | Check that you are asking about the intended person and still have access. Search availability does not guarantee a particular answer. |
Rechecking or retrying search does not replace the saved document. Not every failure offers a retry. If processing stays queued or unavailable, contact support with the visible status and approximate time.
The preview or file will not open
Use Retry loading file or Reload file after checking the connection. Use Download for formats without previews. For an access notice, sign in again if requested or ask the owner to check your permission, then reopen the file. Missing access may also follow a removed contact, care-team membership, Guardian grant, or Client assignment.
Do not delete and re-upload an item merely to repair its preview: deletion also removes all history. For comparison states, see version history.