Batch Recovery, Troubleshooting and Common Fails

Table of Contents

• 1. Introduction

• 2. Batch Recovery

• 3. Retry options

• 4. Common batch failures

• 5. Common scan issues

• 6. When to contact support

1. Introduction

This guide explains what to do when a batch does not save, upload, complete, or transfer as expected in Asset Records Capture (ARC). Use the options below in the order shown to recover your work quickly and continue scanning.

2. Retry options

ARC may show different retry actions depending on where the batch failed. Use the retry option shown for the batch first.

• Retry Upload: Use when the upload did not finish successfully.

• Retry Transfer: Use when the batch uploaded but did not transfer to RMS/ATS.

3. Common batch failures

3.1. Save fail

If the batch does not save:

1. Open this batch and click Save to try saving again.
2. If the issue persists, re-scan the document into an new batch and click Complete.
3. Open a ticket from here to report the issue.

3.2. Complete fail

If the batch does not complete:

1. Open the batch, and check that all required metadata fields are filled in correctly.

2. Click Complete to try completing again.

3. If the issue persists, re-scan the document into an new batch and click Complete.

4. Open a ticket from here to report the issue.

3.3. Upload fail

If the batch shows "Upload Failed" or stays in "Uploading.." longer than expected:

1. Click Retry to try uploading again.

2. If Retry is disabled or does not resolve the issue, re-scan the document into an new batch and click Complete.

3. Open a ticket from here to report the issue.

3.4. Transfer fail

• Click Retry to try transferring again and refresh the Monitor page to see the latest status.
• If Retry does not resolve the issue;
  
  1. Open the batch, and find the download icon that is on the top right side of the pdf viewer.
  2. Click the download icon to download the batch.
  3. Navigate to Monitor page, create a new batch and drag and drop the newly downloaded document, then click Complete.
  4. Open a ticket from here to report the issue.

If downloading and uploading the batch does not work, re-scan the document into an new batch and click Complete.

4. Common scan issues

Some issues happen during scanning instead of during save or transfer. Common examples include:

• The scanner does not respond.

• No images appear after scanning.

• The scan action takes longer than expected.

• An on-screen message appears during scanning.

If a scan issue happens:

• Wait for the current action to finish before clicking again.

• Try the scan again.

• If scanning still does not work, close and reopen the batch if needed.

• If the batch already contains images, use Save and Close when available before leaving the page.

Recent ARC updates also improved scanning messages so they are easier to read and less likely to block main buttons.

5. When to contact support

Contact support if:

• Batch Recovery does not restore the images

• The retry option does not resolve the issue

• The batch remains stuck and does not move to the next status

• You continue to see repeated scan or upload failures

When contacting support, include the batch name, batch ID, the status shown in ARC, and the action you already tried.