Common failures

Use these patterns when the queue status or processing log points to a specific type of failure.

The File Will Not Upload

What you may see

• The upload is rejected immediately.
• You are told there are no active analyzers.
• You are told the file format is not supported.
• You are told the file is too large.

Likely cause

• No analyzer is active yet.
• The file is not one of the supported document formats.
• The file is too large to send for processing.

What to do next

• Ask an admin to activate at least one analyzer, then upload again.
• Convert the file to a supported format such as PDF, TIFF, PNG, JPG, BMP, or HEIF.
• Split large files into smaller parts, reduce page count, or compress the file, then try again.

The Document Stays in Pending

What you may see

• The document was uploaded but nothing happens.

Likely cause

• Processing has not been started yet.
• Scheduled processing is paused or not set up.

What to do next

• Select the document and use Process.
• If you expect automatic processing, ask an admin to check the scheduled job.

The Document Stays in Processing for Too Long

What you may see

• The status stays at Processing.
• The log shows repeated polling messages or a timeout.

Likely cause

• The document analysis service is slow or temporarily unavailable.
• The file is unusually large or complex.

What to do next

• Wait a little longer and refresh once.
• If it ends in Error, use Retry.
• If this happens often, try a smaller or cleaner file and ask an admin to check the service connection.

The Error Happens Right at the Start

What you may see

• The log fails during the first connection or submission step.
• Messages mention connection failure, authorization, timeout, or service unavailable.

Likely cause

• The service connection is wrong or expired.
• The service is temporarily unavailable.
• Network access is blocked.

What to do next

• Ask an admin to open Setup and run Test Connection.
• If the test fails, the issue is usually configuration or access, not the document itself.
• After the connection is fixed, use Retry on the document.

The Log Says the Analyzer May Not Exist

What you may see

• The log says the analyzer may not exist or suggests syncing it.

Likely cause

• The analyzer was renamed, removed, or is out of sync.

What to do next

• Ask an admin to open the analyzer and run its sync action.
• After the analyzer is confirmed, retry the document.

The Document Goes to Review Required

What you may see

• Status is Review Required.
• Some extracted values are highlighted for review.
• Confidence is lower than expected.

Likely cause

• The scan is blurry, cropped, rotated, or hard to read.
• The document layout is unusual.
• The wrong analyzer was used.
• One or more fields need a person to confirm them.

What to do next

• Open Review.
• Compare the extracted values with the original document.
• Correct any wrong values directly in the review screen.
• Approve the document after the important values are fixed.
• If the document image is poor, upload a cleaner scan instead.

The Purchase Order Cannot Be Matched

What you may see

• The log says no matching purchase order was found.
• Matching results show Order Not Found.
• The document ends in Error or Review Required.

Likely cause

• The purchase order number on the document does not match Business Central.
• The vendor does not match.
• The purchase order does not exist yet.

What to do next

• Check the order number and vendor on the document.
• Confirm the matching purchase order exists in Business Central.
• If the purchase order is missing, create it first.
• Retry after the order details are correct.
• If the document should still be reviewed manually, open Review instead of retrying immediately.

An Expense Receipt Needs Attention

What you may see

• The receipt stops in Review Required.
• The review reason mentions expense account assignment.
• Automatic creation of expense lines fails.

Likely cause

• One or more expense lines could not be assigned correctly.
• The expense setup is incomplete.

What to do next

• Open Review and check the receipt lines.
• Ask the person responsible for finance setup to complete the missing account mapping or journal setup.
• Retry only after that setup issue is fixed.

The Document Values Look Right, but Document Creation Fails

What you may see

• Processing gets most of the way through, then fails during document creation.
• The error mentions auto-create failed or document creation failed.

Likely cause

• A required Business Central value is still missing.
• A corrected value is still not acceptable for the target document.
• The setup behind document creation needs attention.

What to do next

• Open Review and check the important fields again.
• If a Business Central document was already created, open it and do not retry blindly.
• If no Business Central document exists, ask an admin to review the document setup, then retry.

Cloud File Handling Fails

What you may see

• The log says the file could not be downloaded, moved to In Review, moved to Archive, or deleted.

Likely cause

• The cloud file connection needs attention.
• The expected folder structure is missing.
• Permissions are not sufficient.

What to do next

• Ask an admin to run the cloud storage connection test in Setup.
• Ask them to verify the selected storage location and folders are still correct.
• If the document itself processed successfully, check whether the Business Central document was created before retrying.