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Troubleshooting

This page addresses common issues you might encounter while using Records Rocket.

Why is my document stuck in "processing"?​

Document processing time can vary based on file size, page count, and the complexity of the content (e.g., dense text, low-quality scans, or extensive handwriting).

  • Give it a few minutes: Most documents process within 5-10 minutes. For very large files (500+ pages), it may take longer.
  • Check the Status: The document list provides a real-time status. If the status remains processing for an unusually long time (e.g., over an hour), please contact support.
  • File Corruption: In rare cases, a corrupted or malformed PDF file can cause the processing to stall. Try re-saving the PDF from a trusted source and uploading it again.

Why did my report generation fail?​

If a report request results in a failed status, it's typically for one of these reasons:

  1. No Relevant Findings: The AI could not find any information related to the requested report type in the case documents. For example, requesting a smokingHistory report for a case with no mention of tobacco will not yield any findings.
  2. Service Interruption: A temporary issue with our AI services may have occurred. In this case, simply trying the request again after a few minutes often resolves the issue.

If the problem persists, please contact our support team with the caseId and reportRequestId.

Why can't I see a case I was assigned to?​

  • Check Your Dashboard: Ensure you are looking at the correct case list on your main dashboard.
  • Permissions Lag: In rare instances, there might be a very slight delay for new permissions to propagate. A page refresh usually solves this.
  • Confirm with Admin: Contact your TenantAdmin to confirm that you have been granted access to the specific case.

I can't log in.​

Records Rocket uses external authentication providers like GitHub and Zoho for security. If you are having trouble logging in:

  • Check Your Credentials: Ensure you are using the correct username and password for the authentication provider you signed up with.
  • SSO Issues: If your organization uses Single Sign-On (SSO), the issue may be with your company's identity provider. Please contact your internal IT department.
  • Account Access: If you are a new user, your account may be pending approval by a TenantAdmin.