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Common Issues Resulting in Failed Document Delivery

 

There are many reasons that a document could fail in its attempt to deliver to a customer endpoint. This article will attempt to lay out the most commonly seen reasons for NEXTSTEP documents.

If you have questions or need assistance, please reach out to our Premium Support team.

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Reason 1: Document Size

Most endpoints will limit the document size that can be posted in order to control available disk space among other reasons. These limits commonly start at around 5MB, depending on the number of pages in a document, the resolution, and the number of graphics in that document. Even documents with relatively few pages can exceed 5MB.

If your document has many pages and graphics, it may exceed the 5MB limit. You will need to check with the provider of your delivery location to confirm any size limits. To verify the actual size of your document, you will need to download it, right click on the document file, and select Properties.

The resulting dialog may look something like the below:

Failed Document Delivery Resulting Dialog 1

This document is 9.58MB which would exceed the 5MB limit.

 

Reason 2: Restricted Characters


Many operating systems and applications limit the characters that can be used in the name of a file. These are commonly characters such as ~ " # % & * : < > ? / \ { | }.

The provider of the document delivery endpoint may have additional restrictions beyond these. Most customers generate this file name from fields associated with the document.

Here is an example of this:

Failed Document Delivery Resulting Dialog 2

You can see that Original Receive Date has special characters present, whereas DOB does not. SSN and Name fields also have special characters present. You will need to verify in your document properties if there are special characters in use.

If you find that your document does indeed have these characters in the fields. You will have to modify the text and resubmit the document. Check with your NEXTSTEP administrator for details on how that can be done as it varies from process to process.

 

Reason 3: Destination End Point file type restrictions

Some endpoints may restrict the types of files it allows to be placed in it. The files coming from NEXTSTEP will be one of the following.

    1. PDF
    2. TIFF
    3. XML
    4. Json

Which one or which ones will depend on your specific process definition. Check with your NEXTSTEP administrator for more details.

Reason 4: Endpoint Issues

 

In the technology world problems and failures are to be expected. Sometimes endpoints may not allow posting documents because it is out of diskspace or has other technology failures. You may need to verify with your provider as to their health status.

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