If you receive error message "There was a problem uploading a particular document..." followed by an additional error message "HTTP Error code: 415 (Module: Flash)" when attempting to upload a document in a claim within the "Documents" tab, the probable cause is the "Shockwave Flash Object" add-on being enabled on your browser. To resolve the issue, you simply need to access your add-ons within your browser and disable this component.
Message 1:
Message 2:
NOTE: This add-on does not always cause this issue so we do not recommend disabling this add-on unless you are specifically receiving this error message. Only at this point should you disable it and try uploading the document again. If the upload is still not successful, you can return to the add-on page and enable the "Shockwave Flash Object" component again as it has proven to not be the culprit and you can continue with other troubleshooting steps. If you have run through all of these steps and are still unable to upload the document, please submit a Help Desk ticket to E-Claim.
There are other steps you may try such as ensuring that the document you are attempting to upload is not open on your computer, ensuring that you are not in Compatibility Mode, and ensuring that there is not a problem with the document that you are attempting to upload. You can also try uploading another document and attempting to upload a document on a different claim to rule out an issue with the claim or the document itself.
The steps and screenshots below are for Internet Explorer. If you are using another browser, such as Google Chrome or Mozilla FireFox, and you do not know how to access the add-ons in order to disable this component, please go to www.google.com and perform a search for how to manage add-ons for your preferred internet browser.
Disabling the "Shockwave Flash Object
Click "Tools" from your Internet Explorer toolbar and select "Manage add-ons" from the drop-list options. You can also access this same section by clicking on the cog icon that is usually located directly below the button on the top, right side of your browser window, and selecting "Manage add-ons" from the drop-list.
From the "Manage Add-ons" popup window that displays, ensure the "Toolbars and Extensions" type is selected under the "Add-on Types" section of the screen. Then scroll down on the right side of the screen until you see "Shockwave Flash Object".
Verify that the status is "Enabled".
If the component shows as being enabled, proceed to the next step. If the status shows to be disabled, then this is not the cause of the issue and you will need to perform other troubleshooting steps and/or submit a Help Desk support ticket to E-Claim.
If this component shows a status of "Enabled", select the component to highlight the "Shockwave Flash Object" add-on. This will then display details at the bottom of the window, including a "Disable" button.
Click the "Disable" button.
The "Shockwave Flash Object" add-on status should now show "Disabled" and the former "Disable" button at the bottom of the window should now be an "Enable" button. If this is the case, you may now close the window.
Attempt to upload the document again. If successful, this was the cause of the issue. If this did not resolve the issue, you can go back to the "Manage Add-ons" and enable the "Shockwave Flash Object" and you will need to perform other troubleshooting steps and/or submit a Help Desk support ticket to E-Claim.