Troubleshooting

I connected a box to my SAR process - why isn't my data showing?
You need to go to the next step and select the 'import data' button. This will give you the option to import files.
Tue, 2 Mar, 2021 at 2:19 PM
My folder is stuck processing documents. What should I do?
In the rare event of system issues causing files not to get processed, they will be re-attempted every 30 minutes.  You could, however, also simply r...
Fri, 19 Feb, 2021 at 5:01 PM
My redactions aren't perfectly aligned with the text?
Occasionally the use of varying fonts and sizes in documents will cause marginal misalignments of the redactions - we always recommend a visual review of...
Fri, 19 Feb, 2021 at 5:09 PM
The progress bar on my Box is complete, but the indicators on the files are still spinning?
Sometimes it can take a few moments for the spinners on the individual files to catch up or, very occasionally, your files complete but do not realise it...
Tue, 17 Aug, 2021 at 11:48 AM
Why are my documents not attaching to my SAR process in the Tracker?
Only 'approved' documents are allowed to be attached to the SAR Tracker. This ensures you can eliminate irrelevant/protected documents from dis...
Fri, 19 Feb, 2021 at 4:55 PM
Why does my analysis progress bar sometimes go backwards?
When uploading a PST or ZIP file, the progress bar will show the number of files analysed of the number that have been extracted - so occasionally the ex...
Tue, 23 Feb, 2021 at 10:54 AM
Why does my browser become unresponsive in Smartview?
Working on a document that is longer than 10 pages or so from within Smartview can be a resource-intensive activity for a browser and computer. It specif...
Mon, 6 Sep, 2021 at 1:55 PM
Why hasn't OCR run on my scanned pages?
This may be caused by a few reasons: 1. If pages requiring OCR are contained within a set of pages that do not require it (e.g. amongst PDFs, word docs,...
Fri, 15 Oct, 2021 at 11:14 AM
Why I can't unzip exported data and what is Error 22?
MacOS users may find they are unable to open their exported zip files - attempting to unzip the data may return "Error 22 - Invalid argument". Unf...
Mon, 13 Sep, 2021 at 10:21 AM
Why is there no highlighting on my scanned documents?
Due to the technical limitations of images, there is no way to apply accurate highlighting to terms after a document has been OCR'd. This is only a vis...
Tue, 7 Dec, 2021 at 9:58 AM