Document Troubleshooting

Adding Documents to the Lexbe eDiscovery Platform (LEP)

This troubleshooting guide discusses things to check if having trouble uploading or downloading documents to/from LEP. There are many factors that can contribute to an upload/download failure, including operating system, browser, network, and Internet speed.  

Expect a processing rate of approximately 10 GBs/day within LEP (combined all cases) for native files (including PDFs) or OCR of image PDFs, if a self-upload.  Expect a processing rate of approximately 2.5 GBs/day rate within LEP for Briefcase downloads.  The time for the actual download is in addition to the processing and is dependent on Internet download speed. 

When dealing with large batches of natives, PSTs or PDFs for upload and processing, OCR of image PDFs, large productions or briefcase downloads, Professional Services can assist by uploading from or downloading to a flash or USB drive.

Supported Browser and Current Browser Upgrade

LEP supports the two most recent versions of Internet Explorer and Firefox for the PC and Safari and Firefox for the MAC. It is important to upgrade to a recent version of a preferred browser regularly for added security and advanced functionality. We do not address support issues that involve non-supported browsers or versions.

Try Alternative Browsers/Computers

It can sometimes be helpful to install and use a different supported browser.  For example, if using Internet Explorer on the PC, try installing Firefox or Chrome or vice-versa.  If using Safari on the MAC, try installing Firefox or vice-versa.  If the problem exists on only one of the browsers, it is likely due to the specific configuration of that browser, and not something involving the Internet connection or LEP servers.  It can also be helpful to try logging in on a different computer and trying the same procedure there.  If the issue does not repeat, then the problem can be localized to something computer or browser specific.

Browsers Cache

If experiencing problems with a browser, clear the browser's cache, cookies, and history.  After clearing the browser's cache and cookies, exit it completely before attempting to access LEP again.

Windows

Internet Explorer 8 and 9

1. Click Tools, and select Delete Browsing History.

2. Deselect Preserve Favorites website data, and select Temporary Internet files, Cookies, and History (leave the passwords and forms unchecked).

3. Click Delete.

Internet Explorer 7

1. From the Tools menu in the upper right, select Delete Browsing History. 

2. To delete your cache, click Delete files.  Repeat the same steps for history, but preserve the passwords and forms.

3. Click Close, and then click OK to exit.

Firefox 3.5 and later

1. From the Tools menu, select Clear Recent History.

2. From the Time range to clear drop-down menu, select the desired range; to clear entire 

3. cache, select Everything.

4. Click the down arrow next to Details to choose what history elements to clear (e.g., check Cookies 

5. to clear cookies). Click Clear Now.

Chrome

1. In the browser bar, enter: chrome://settings/clearBrowserData

2. Select the items you want to clear (e.g., Clear browsing history, Clear download history, Empty 

3. the cache, Delete cookies and other site and plug-in data). 

4. From the Obliterate the following items drop-down menu, choose the period of 

5. time to clear cached information. To clear the entire cache, select the beginning 

6. of time.

7. Click Clear browsing data.

MAC OS X

Safari

1. From the Safari menu, select Reset Safari.

2. From the menu, select the items to reset, and then click Reset.  As of Safari 5.1, Remove 

3. all website data covers both cookies and cache.

Firefox 3.5 and later

1. From the Tools menu, select Clear Recent History.

2. From the Time range to clear drop-down menu, select the desired range; to clear the entire 

3. cache, select Everything.

4. Click the down arrow next to "Details" to choose which elements to clear. Click Clear Now.

Close File before Uploading

Close files in other application/programs (i.e. Outlook, Excel) before attempting to upload to avoid upload failure.

Do not Upload from CD/DVD Drives

Do not upload files directly from a CD or DVD drive.  Copy the files to the local hard drive and upload from there. The delays of the read-write cycle from CD/DVD drives can cause an upload to fail.

Do Not Close Upload Screen Prematurely

Leave the upload window open until all files have uploaded.  Failure to do so will result in an upload failure.   

Large Uploads Taking Too Long

Upload speed is dependent on local Internet speed.  If the upload size is large and/or Internet speed is slow, the upload may take longer than expected.  Internet connection speed is often a factor when experiencing problems downloading or uploading files to and from LEP. See Internet Connection Speeds for more information. 

Try Rebooting Computer

A reboot will often solve upload/download problems.  

Re-install Browser

If a supported browser does not work and the suggestions above have not been successful, there may be something wrong with the browser and it should be uninstalled and re-installed.

Page Number Discrepancy

Some PDF Scanned Image types may be partially or totally corrupted, resulting in failure to display the proper number of pages, redaction or contents under the Document Viewer tabs, represented by the Original, Html, Page, PDF, Text, and Hits (available only from Search results). This is an issue with the original document, not LEP. PDFs can corrupt or partially corrupt for a number of reasons prior to the document going into a case.  If corrupt or partially corrupt, the indexing may be partial or there may be no indexing.  Partially corrupt PDFs will sometimes display in viewers and sometimes not.  The fact that a PDF can open and print locally does not mean that it is not partially corrupt.  

Options are:

Get a better original (if one exists) and replace in LEP.  Download the original currently in LEP, manipulate, and use PDF editing software (e.g., Acrobat Pro) to re-sample and save.  If necessary, use multiple editors or methods, as different editors can give different results.  This is a manual iterative process. Download the original and if it opens in Acrobat or another PDF viewer, print and re-scan. Re-upload to LEP and check that it is properly indexing and paginating. This approach works best for small documents. 

For additional quality control and to see if other documents have similar issues:  Go to Browse and filter on the documents in question.  Show the Ext (extension), Pages, Words, and Size columns. Sort on Pages and look for documents with one or a small number of pages, but large Words or Size values.  This can also be done using Export Log to Excel. 

Google Chrome Support

For stability and security reasons, Google Chrome recently changed the default settings for NPAPI plugins (cross-platform plugin architecture) from enabled to disabled, and will also phase out support for that type of plugin.  We strongly recommend having two browsers installed, especially if you have had problems with a particular browser.