There are various possibilities as to why the document is not uploading.  The most common culprits are that the document is corrupt, that the document is open while you are attempting to upload it, or your browser has an "add-on" enabled that is interfering with the upload process.  Below are some troubleshooting steps that you can follow to attempt to address this issue.  If you are still unable to successfully upload your document(s) after following the steps outlined below, please submit a ticket to ClickClaims Support.

Checking for Document Corruption

1. Upload a different document.  If it uploads, then this is a sign that your document is corrupt.

2. Upload the same document to a different claim to see if it's an issue with the claim or the document.  If it uploads successfully, then the issue may be with the claim itself and you will need to submit a  ticket to ClickClaims Support.  You can then delete the document from the claim so that it does not remain attached to the incorrect file.  If the document does not upload on this other claim, then this is a sign that your document is corrupt.

Checking if the Document is Open

If the document that you are attempting to upload is currently open on your computer, the ClickClaims application will not allow you to upload the file.  

1. Minimize your internet browser window and check to see if the document you are attempting to upload is open.  If it is, please close the document and attempt the upload process again.

Determining if a Browser Add-on is Impacting the Document Upload Process

Add-ons, also known as ActiveX controls, browser extensions, browser helper objects, or toolbars, can improve your experience on a website by providing multimedia or interactive content, such as animations, foreign language dictionaries, or changing visual appearance.  However, some add-ons can cause your computer to stop responding, disrupt performance, or display content that you don't want, such as pop-up ads.  If you suspect that browser add-ons are affecting your computer, you might want to disable one or all add-ons to see if that solves the problem.  In the case of ClickClaims, we recommend disabling one, check to see if that resolves the issue and, if not, re-enable it and try the next until you discover the one that does solve the problem.  

The most common Add-on we have found that can impact your ability to upload documents is the "Shockwave Flash Object".  Please keep in mind that this is not always the case and many times the upload process is not impeded by this add-on being enabled so we do not suggest disabling it unless you have determined, through troubleshooting, that this is hampering your ability to upload documents.

For instructions on how to manage add-ons (specifically disabling the "Shockwave Flash Object"), please follow the steps outlined in the Error When Uploading a Document article.

NOTE:  If, after you have run through all of these steps, you are still unable to upload the document, please submit a ticket to ClickClaims Support.