Document Collector Troubleshooting: Links, Upload Failures, Stuck Status

Even with automated workflows, issues can happen during document collection. This troubleshooting guide helps staff quickly resolve common problems like expired links, failed uploads, verification mismatches, and stuck statuses.

Common Issues & How to Fix Them

1. Link Expired or Not Working

Sometimes the secure upload link sent to a client may expire.

Fix:

• Resend the request link from the Document Collector dashboard
• Confirm the client is using the latest link
• Advise clients to clear cache or try a different browser

Screenshot: Where to resend link

2. Upload Fails

Clients may experience upload failures due to file size, unsupported formats, or connectivity issues.

Fix:

• Check file type and size limits
• Ask clients to try a different browser or device
• Ensure stable internet connection

Screenshot: Upload failure example

3. Verification Mismatch

Sometimes uploaded files may not match the requested items.

Fix:

• Review uploaded file names
• Ask client to re-upload correct documents
• Use logs/status page to verify files

Screenshot: Logs/status page showing mismatch

4. Status Not Updating

Occasionally, request status may not update even after uploads.

Fix:

• Refresh the dashboard
• Check for system updates or temporary glitches
• Regenerate the request if needed

Screenshot: Where to reset/regenerate request

5. Client Cannot Access Link

If a client cannot open the request link:

Fix:

• Confirm email/SMS address is correct
• Ask client to try another browser or device
• Clear cache/cookies or disable ad blockers

Browser & Device Tips

• Use Chrome, Edge, or Safari for best results
• Mobile uploads are supported, but high-quality photos are recommended
• Avoid using outdated browsers or private/incognito modes that block scripts

Designer / Editor Screenshot Placement

1. Where to resend link – Link expired section
2. Upload failure example – Upload fails section
3. Logs/status page showing mismatch – Verification mismatch section
4. Where to reset/regenerate request – Status not updating section

Summary:

Document Collector troubleshooting ensures staff can quickly resolve client issues, keep uploads on track, and maintain smooth workflows. Proper guidance reduces delays and keeps cases moving efficiently.