Lab results troubleshooting

My file won’t upload

Why it happens: Clinicify accepts PDF, JPG, PNG and WEBP files up to 50 MB, one at a time. It also checks that the file’s contents really are a PDF or image, so a file that has been renamed (for example a Word document saved with a .pdf ending) is turned away.

What to do: If you see File is too large. Maximum size is 50 MB., compress the PDF or scan it at a lower resolution. If you see Invalid file type. Please upload a PDF or image., export or print the report to PDF and try again. If you see Network error. Please check your connection and try again., check your connection and select Upload & extract again.

It says “This file has already been uploaded.”

Why it happens: The same file has already been uploaded for this patient. Clinicify opens the existing upload rather than creating a duplicate. This also applies to an earlier upload that was rejected or archived.

What to do: Carry on with the upload Clinicify has opened. If that upload was rejected because the scan was unreadable, scan or photograph the report again so you have a new file.

The upload has said Pending extraction or Extracting… for a long time

Why it happens: The AI is still reading the report, or it’s retrying after a temporary problem. If it gives up, the upload shows Extraction failed instead.

What to do: Open the upload. If it still says Extraction in progress…, wait a minute, or select I’d rather enter manually if you’d rather not wait.

The upload says Extraction failed

Why it happens: The AI couldn’t read the report after three attempts.

What to do: Open the upload and select Enter results manually.

”Extraction completed but no results were found in this document.”

Why it happens: The AI read the file but found nothing it recognised as a lab result. This is common with covering letters, very faint scans or handwritten results.

What to do: Check you uploaded the right file. If it is the right report, select Enter results manually.

A value in the table is wrong

Why it happens: Smudged print, unusual layouts and photos taken at an angle can all lead to misread values. Rows the AI was less sure about are highlighted, but a confident value can still be wrong, which is why every value needs checking.

What to do: Select the pencil icon on the row and correct the value. If a unit, reference range or analyte name is wrong, select Enter manually and type the panel in yourself.

I uploaded a report to the wrong patient

Why it happens: The patient is chosen before the file is uploaded.

What to do: If it hasn’t been approved, open it, select Reject and give the reason (for example “wrong patient”). Then upload the file again against the right patient. If it has already been published, select the delete button next to the upload on the Lab Results page and choose Archive. This removes it from the patient’s portal straight away and keeps it for the retention period. An owner can instead tick Uploaded in error and select Delete permanently. See Delete a record created in error.

I can’t approve the results

Why it happens: Approving is only possible while the upload shows Needs review. Rejected uploads can’t be approved, and approved ones are already done.

What to do: Check the status at the top of the review page. For a rejected upload, upload a new copy of the report.

The patient says they can’t see their results

Why it happens: Either the results haven’t been approved yet, or your clinic’s lab results delay is still running. The patient also has to be signed in to the portal as themselves.

What to do: Open the upload. Scheduled to publish at means the delay is running: select Publish now to release the results. Visible to patient since means the results are live, so ask the patient to sign in and select Results. On the patient’s record, a panel still inside the delay shows Scheduled on the Lab Results tab. See What patients see when results are published.

Still stuck?

Contact support and tell us which upload you’re looking at (the patient’s initials and the upload date are enough). Please don’t send lab values or the report itself.