Choose the symptom you can observe
Open the matching case. Check the existing state before changing a record or repeating an action.
The upload rejects the file type or size.
Check first
- Read the requirement guidance and compare the file extension and size with the accepted limits.
- Open the file locally to confirm it is readable and not an empty or damaged export.
- Check whether a renamed file still has the original unsupported format underneath.
Next action
Export a readable copy in the accepted format and within the stated size limit, then upload it to the same obligation. Preserve the original outside the document record if it is needed to explain the conversion.
Confirm the result
The obligation stores the accepted filename or version, upload time, and a readable file that the reviewer can open.
The file uploads, but the obligation still shows missing coverage.
Check first
- Confirm the upload was made against the intended obligation, franchise, and coverage period.
- Check whether the file is pending review or waiting for a required disposition.
- Refresh the obligation detail and compare its current version with the upload receipt or timestamp.
Next action
Complete the required review or route the status mismatch to the obligation owner. Do not upload a second copy until the first file's state and relationship to the obligation are clear.
Confirm the result
The obligation shows the uploaded version and a current coverage state, or clearly names the remaining review action.
The user uploaded a valid file to the wrong requirement.
Check first
- Compare the selected requirement name and guidance with the file's subject and coverage period.
- Check whether the intended obligation already has a file or a pending review.
- Record the wrong upload's identifier before moving or replacing it.
Next action
Leave the audit trail intact, route the wrong file for authorized correction, and upload the appropriate version to the exact obligation. Avoid marking the wrong obligation complete just because a file is present.
Confirm the result
The intended obligation contains the correct file and the wrong upload has a documented disposition without changing unrelated coverage.
A reviewer cannot find the uploaded document to approve it.
Check first
- Search by the exact franchise, requirement, and pending-review state.
- Confirm the uploader's organization scope matches the reviewer's scope.
- Check whether the upload created a draft or a new version that is not included in the review queue filter.
Next action
Give the reviewer the obligation and version identifiers, correct the queue filter or access context, and keep the file in its actual pending state. Do not resubmit a duplicate to make it appear in a list.
Confirm the result
The reviewer can open the same obligation and version, see the file, and record the resulting review state.
Prepare a useful escalation
- Include the obligation, franchise, file name and size, exact upload message, and upload timestamp.
- Keep the original and converted files available without exposing unnecessary private document contents.
- Ask the obligation owner to resolve an incorrect requirement, review state, or coverage link.
Reference the relevant record instead of copying credentials or unrelated personal information into the handoff.